Response time benchmarks
| Response time | CSAT |
|---|---|
| <5 min | 92% |
| 5-15 min | 85% |
| 15-60 min | 70% |
| 1-4 hrs | 50% |
| 4-24 hrs | 30% |
| >24 hrs | 15% |
Automate responses and reduce your response time to under 1 minute with SkedX Flow.
Questions
What is a good customer response time?
For live chat and messaging, under 1 minute is excellent and under 5 minutes is good. For email, under 1 hour is considered fast. Studies show that responding within 5 minutes makes you 21x more likely to qualify a lead.
How does response time affect customer satisfaction?
Response time is one of the strongest predictors of CSAT. Every minute of delay reduces satisfaction scores. Customers who receive a response within 1 minute report 95%+ satisfaction, dropping to under 60% after 10 minutes.
How many support agents do I need?
Staffing depends on your conversation volume, average handle time, target response time, and operating hours. This calculator factors in all these variables to recommend optimal staffing levels for your SLA targets.
Can AI chatbots improve my response time?
Yes, AI chatbots provide instant responses 24/7. They can handle 40-70% of common queries without human intervention, dramatically reducing average response time and freeing agents for complex issues. SkedX Flow includes AI chatbots on all plans.
What metrics should I track for customer support?
Key metrics include first response time, average resolution time, customer satisfaction score (CSAT), first contact resolution rate, and agent utilization. This calculator helps you benchmark and optimize these metrics.
