This metric shows the average amount of time it took for a customer to get a reply from your staff.
Short average response time indicates that staff are working fast and efficiently in providing answers to customers requests for information.
You can choose to display these metrics by day or hour.
At the top of this metrics, you will see the average response time and right under, the % of increase or decrease depending on the chosen period of either 7 days, 30 days or a year.
Then, you will see the breakdown per day.
In this metric, you can see that, the average response time is 3 minutes and 48 seconds.
There was a 24% decrease in the last 7 days which means that, the staff is answering faster than the last 7 days. In fact, you want your average response time to be as low as possible.
Improve your AVG response time metric
To improve this metric, you need to answer quickly to your customers.
The faster you answer, the better your customers will enjoy communicating with you.
Also, if a message from a customer does not require an answer, close your conversation. Or else, until you talk to that same customer again, the lapse of time between the last message and the new one will count in your average response time.