How to calculate the response time?

[tanjimaju200]

If you work in digital channels, the response time to the first message is no more than 1 minute.

Let's say a client contacts the chat on the website, he is interested in delivery: terms and price. He asks a question and stays on the website for some time, looking at the range. The operator must have time to answer while the user is ready for a conversation and has not closed the tab.

On average, after 3-5 minutes, the changsha mobile number database client leaves the correspondence and is not focused on talking to the store. It is easier for him to go and find out everything in person than to wait half a day for an answer.

It is also important to track the response time to the message. If these are not complex questions where it is necessary to give long and detailed answers, the response time should be from 28 seconds to 1 minute. Because if the answer is given even in 5 minutes, the correspondence will take too much time. The operator will not fulfill the KPI, and the client will get tired of the conversation.



You can do it manually, knowing the calculation formula or contact a company that provides automatic analytics collection, for example, LiveTex.

When developing analytics, we took into account the peculiarities of customer perception of digital channels, so managers who evaluate the work of operators can receive detailed analytics and make management decisions. It is very important to monitor the current situation and plan resources, regularly address the issue of motivation for operators in order to reduce the response waiting time.