What is First Response Time?
First Response Time (FRT) measures how long a customer waits between submitting a support request and receiving the first meaningful response. It's one of the most impactful customer support KPIs.Why FRT Matters
•79% of customers expect a response within 24 hours
•40% expect a response within 1 hour
•Every minute of delay reduces satisfaction by measurable amounts
FRT Benchmarks
| Channel | Good FRT | Excellent FRT ||---------|----------|--------------|
| Live Chat | < 1 minute | < 30 seconds |
| Email | < 4 hours | < 1 hour |
| Social Media | < 1 hour | < 15 minutes |
| AI Chatbot | Instant | Instant |
How AI Chatbots Eliminate FRT
AI chatbots provide instant responses, effectively reducing FRT to zero for supported queries. SiteSupport's AI chatbot:•Responds in under 2 seconds
•Handles questions 24/7/365
•Never takes breaks or vacations
•Scales to unlimited concurrent conversations