Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
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Sep 23, 2024 04:03 PM
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Sep 23, 2024
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Are you impressed with a 1-minute first response time (FRT)?
Here's the thing… unless it’s under 15 seconds, it doesn’t really matter. We’ve all been told faster responses mean higher satisfaction. And it’s true, to a point. But that point is about bringing response times down from days to hours. Not from minutes to fewer minutes.
Try this:
- Send a message to your own live chat.
- Then wait. For 60 seconds.
Feels like forever, right? In reality, nobody waits a whole minute doing nothing. We’re too distracted. Now, imagine your customer. They’re stressed. They need help now. Science shows time feels slower when we’re stressed. That 60 seconds feels like an eternity. They get frustrated and leave before seeing your agent's response.
This isn’t the agents' fault. They’re juggling multiple tickets, dealing with frustrated people. People aren’t the right tool for the job. Technology is. AI can respond in seconds, 24/7. Reducing ticket volumes to manageable levels. And ensuring users try obvious solutions first. AI support agents are the only scalable way to respond in a time that makes a real difference.
