First response time for customer success

If there’s one thing that can make or break a business, it’s how long a customer gets left on read. When a customer reaches out for help or simply has a question, long wait times can quickly impact your business’s bottom line. 36% of consumers will share a negative support experience with friends and family, 31% won’t complete their purchase and 30% will buy from a competitor instead.
For support teams, first response time (FRT), also called first reply time, for each customer inquiry is usually that make-or-break moment. This metric can draw a direct line from the level of customer care someone receives to if they remain a loyal customer.