Best Time to Contact Customer Service

Customer Service Response Time

When we grouped tickets by the hour that they were created and then looked at average first reply times (FRT), the trend is somewhat intuitive: Tickets submitted outside of normal business hours have the slowest FRT. However, things tend to speed up when tickets are submitted around 9:00 a.m., after the tickets submitted from the night before have been dealt with but before the tickets from the day have begun to accumulate. Finally, FRT hits a peak around 6:00 p.m. when much of the support staff leaves for the day and non-urgent tickets may have to wait 12-14 hours before the next fully staffed shift begins and agents start tackling the queue.

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