Canonical URL: https://chargezen.com/glossary/first-response-time

Communication

# First Response Time

First Response Time (FRT)

The time between when a customer sends a message and when they receive the first response. A key customer service metric.

## What is First Response Time?

First Response Time (FRT) measures how quickly customers receive an initial response to their inquiry. Fast FRT significantly impacts customer satisfaction. **FRT benchmarks by channel:** - Live chat: < 1 minute - SMS: < 5 minutes - Social media: < 1 hour - Email: < 4-8 hours **Strategies to improve FRT:** - AI-powered auto-responses - Canned response templates - Efficient routing and assignment - Adequate staffing - Prioritization by urgency

### Why First Response Time Matters

Fast first responses significantly improve customer satisfaction, even if full resolution takes longer.

### Related Terms

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Resolution Time

Communication



](https://chargezen.com/glossary/resolution-time)[

CSAT

Communication



](https://chargezen.com/glossary/csat-customer-satisfaction-score)[

Ticket Deflection

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### More Communication Terms

[View all Communication definitions](https://chargezen.com/glossary?category=Communication)

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Previous

NPS



](https://chargezen.com/glossary/nps-net-promoter-score)[

Next

Resolution Time



](https://chargezen.com/glossary/resolution-time)

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