Customer Success Glossary

Welcome to our list of common Customer Success terms. Keep up with our continually evolving industry and empower yourself with the latest Customer Success terms, definitions, and knowledge.

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First Response Rate (FRT)

First response rate, also known as first response time (FRT) or speed to contact, measures how long it takes on average for your support team to respond to customers after a support request has been initiated.

How to Measure FRR

You can measure FRT by taking all closed tickets from a given time frame (such as the last month), tallying up the total amount of time it took until an agent responded to each ticket, and dividing by the total number of tickets. 


For example: 50 Tickets Closed / 25 Days = 2 Tickets/day.

 

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