Reduce customer service response time

How To Reduce Customer Service Response Time?

Customer response time is one of the most important and key aspects of monitoring the quality of customer service. One of the characteristics of bad customer service is a failure to respond to client requests on time. Customers want to know they are respected; they want to know their business is valued.

Customers are more likely to go elsewhere if they feel neglected. If they have an urgent need for a service that you are failing to provide, or if they just do not respect your work ethics, they will not hesitate to look the other way.

According to Microsoft, in comparison to a year ago, 54 percent of consumers have higher expectations for customer service today. This figure rises to 66 percent among customers aged 18 to 34. 

What is Customer Response Time?

The average time between when a client makes a request and when a response is provided is referred to as service response time. The response speed is critical in all organizations for client retention.

This is an essential subject for management since they want to ensure that their consumers are satisfied. Customers get increasingly unsatisfied as they wait for the customer service agents to respond to their queries or complaints.

Customer response time is used by management to monitor and track how quickly the firm responds to customers to reduce this waiting period and increase the level of customer satisfaction.

Customer service response times are an important indicator of how well you serve your customers. The faster you reply and meet the consumer in time, the more likely they would become a five-star fan. It helps in improving the customer service experience. 

Customers’ expected response time from companies when they send a query through social media

Customer response time graph


How to Calculate Customer Service Response Time?

Customer service response time refers to how long it takes a contact agent to respond to a customer’s questions and offer a viable solution so that they can resolve their issues with a product or service. In today’s world, having a higher-than-average response rate is critical for a business since the workload on a single contact agent is excessive, and the number of individuals they must deal with is beyond their capabilities.

  1. First Response Time (FRT)

The most important metric of effective customer service is first response time. It is the moment when clients receive their first answer from a customer care representative after submitting an inquiry.

The lower your First Response Time, the happier your customers will be with your customer care staff and your firm as a whole. When it comes down to it, increasing client satisfaction is a critical aim. Aside from the benefits, it provides to your consumers, exceptional service may also have a significant financial reward for your company.

A delayed FRT gives customers the impression that they are receiving bad customer service, and poor customer service limits your capacity to gain new customers dramatically.

Monitoring and analyzing First Response Time (FRT) allows you to better understand how to handle changes in ticket traffic. By keeping a constant FRT, you can set expectations for your clients and agents.

Average Response timeSource

  1. Average Resolution Time (ART)

Average Resolution Time is the time it takes your support agents on average to resolve all open tickets in a particular time frame. Measuring by agent helps you to determine who is taking the longest to resolve tickets

Your Average Resolution Time will vary based on the severity of the customer support issue and the number of available agents to queued cases in the time window being measured.

This critical indicator reveals the efficiency and quality of your client service, as well as, indirectly, how agents perform. Keep in mind that it is dependent on a variety of factors, including the complexity of each ticket and, more broadly, the complexity of your support service.

Calculate average resolution time


7 Tips to Improve The Customer Service Time 

Do you like waiting for things or services you are paying for? I assume that the answer is no. No one likes late responses, not even the customers who have questions or complaints from their side. 

Why make your customers wait when there are methods which can help you improve the customer response time. Below is the list of ways in which your customer service level can be improved-

  1. An automated response can ease things up

Customers want their queries and complaints to be acknowledged and resolved immediately. Companies may not be able to provide an immediate response every time a customer sends a query or complaint. 

  • Automated customer service response mails can help in easing things up. A template and generic email stating that their query or complaint has been noted and the team is working on it can help in calming down the customer. 
  • An automatic email allows users to set an email once, and the email will be sent as soon as people satisfy the trigger you selected. It essentially puts your email marketing on autopilot. Though there is nothing wrong with an automatic email answer, you should be certain that you are doing it correctly.
  • An automated customer service email helps by adding more credibility to your business. Customers don’t feel neglected or ignored and it gives them a mental peace that the resolution is on the way and will be provided to them at any moment.

Customer serviceSource

  1. Self-serve= reduce customer response time

Talking to the agent about petty and small issues and explaining the issue can be tiring and time-consuming. Why waste time on agents when your customers can help themselves with the generic queries and complaints they have.

  • Kapture CRM software comes with a self-serve option that lets you have chatbots, FAQs, and other customizable actions you require for your customers. This not only saves time for your customers and reduces the customer response time but also saves the time of your agents. 
  • Chatbots can help in providing a 24/7 service to your customers. Generic and simple issues can be solved by selecting a few options on the chatbot. It helps in creating a positive image for your company and also reduces the customer response time. 
  • 37% of people use a customer service bot to get a quick answer in an emergency.
  • There are common questions in everyone’s businesses that come across every customer’s mind while purchasing or even after purchasing the product. A set of FAQs with proper and detailed answers can help in resolving customers’ queries faster and in a more efficient way.
  1. Prioritizing the tickets is important

Every customer and their query is equally important for a company but there are some which are urgent and need to be prioritized. Categorizing the tickets based on their severity is important.

  • Sort your tickets by the amount of time it takes to address them, the complexity of the problem, the importance of the issue, and the level of effect.
  • Setting up priority levels right helps increase team urgency, enable automation, and provide clients with a speedy response. 
  • Customers with critical difficulties may have to wait longer than necessary if priority levels are not used. Furthermore, you are not instructing your customer service team on where to begin, which might drag an already overburdened team in numerous directions at once.

This can help in increasing the productivity of your employees and reducing the customer response time of your company.

  1. Single-channel for multiple platforms- Omnichannel

Why should your customers be bound to complain from a single channel? Let them send in queries and complaints from multiple channels like chats, emails, calls, messages, and even from social media platforms. 

You must be thinking this will increase your customer response time as your agents have to look after every channel separately. No, they don’t. 

  • Omnichannel features can help in getting all the queries and complaints coming from different channels to a unified platform for your agent.
  • Agents can simply attend to queries and issues coming from different channels with the help of a single platform. This gives your customers more channels to reach you and makes it easier for your agents to respond.
  • When your company has a multi-channel strategy, its resources may be spread evenly across all channels, allowing it to manage client numbers on any scale. Customer response time can be improved with the help of this feature.

Omnichannel experience graph


  1. Knowledgeable customer support team

Customers get frustrated when the agents don’t have relevant and quick answers to their queries. Your agent must be prepared with all the information about the product and services you are offering to your customers.

  • Lack of a knowledgeable customer support team can hamper the image of the company. Agents with complete knowledge of the product and service can deliver a smooth and seamless experience to the customer. It helps in improving the customer response time as they have an immediate resolution to the queries and issues of the customers.
  • Knowledge Management Systems (KMS) provides your agents with the skills they need to provide the proper solutions to your consumers while also dealing with any complicated questions that may occur. Whether it’s a policy or a how-to guide, Kapture makes it easy for your team to find answers with a simple search.
  • According to 62 percent of consumers, service understanding and expertise are also important for a positive experience- American Express.
  1. Track the response time and set goals to improve it

Good customer service and quick response time run parallel to each other. Keeping track of your customer response time is important as it helps you in identifying your position as a company. 

  • The single most critical measure necessary to have a better picture of how your customer service department is operating is tracking average customer response time. 
  • The key to lowering the time it takes to reply to client inquiries is to use these reports and compare them. Shortening first response times will dramatically enhance customer experience and increase the probability of repeat business.
  • Quick replies result in happier customers, less clutter, less stress, and more time to produce high-quality responses. This is why we cannot emphasize enough how crucial it is to have an effective customer service department that assists your clients while also increasing your business.
  1. Get a customer service management software

Leaving a customer unattended will hamper the reputation of your business. 

The number of customers increases with the growth of the business. 

When you receive more queries than you can manage, whether, by email or social media, you risk the chance of forgetting about that one email or allowing your inbox to fill up so much that some of the earlier replies get lost.

  • Customer service software management has options that allow you to set up reminders for each email, ensuring that your support representatives never leave an email unanswered. Assume you want to maintain your response times under eight hours from the moment you get a question. 
  • You may configure your software such that each email contains a timer that sends automated reminders to your support agents at a certain time before the eight hours are over.

Customer service management software makes sure that all the queries are resolved in the quickest way possible and none of them are missed out by the agents. It improves the customer response time for your company.

Businesses should focus on improving the customer response time of their customer support teams as it helps in improving the brand image and brings in brand loyalty for the company. 

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