How to calculate average reply wait time
Posted: Wed Feb 19, 2025 8:33 am
This metric is another simple average. For example, if it took five minutes for you to reply to a customer’s first message, and 10 minutes to reply to their second, the average reply wait time for this particular customer would be seven and a half minutes.
To calculate the average wait time for all customer messages in a set time period, add all the wait times together and divide by the total number of inquiries in that period. You can use the below formula:
Sum of Total Wait Times / Total Number of Cases = Average Reply Wait Time
Why average reply wait time matters
The goodwill built from a fast initial response can quickly be diminished if south korea mobile database your team’s follow ups drag out. So much of social media happens at a breakneck pace, and customers expect your brand’s customer service to keep up. Even if it’s just to note that you’re still working on a solution, be sure to keep your customers updated.
Service level agreement adherence
A social media service level agreement (SLA) outlines terms of service, responsibilities and expectations between a company, its social team and their clients regarding quality of service.
Departments within the same organization can also have SLAs. Regardless of the parties involved, SLAs establish commitments and guidelines for standards, protocols and key performance indicators. Guidelines will vary by company, but social media SLAs can include response time guidelines, issue resolution protocols and a crisis communication plan.
To calculate the average wait time for all customer messages in a set time period, add all the wait times together and divide by the total number of inquiries in that period. You can use the below formula:
Sum of Total Wait Times / Total Number of Cases = Average Reply Wait Time
Why average reply wait time matters
The goodwill built from a fast initial response can quickly be diminished if south korea mobile database your team’s follow ups drag out. So much of social media happens at a breakneck pace, and customers expect your brand’s customer service to keep up. Even if it’s just to note that you’re still working on a solution, be sure to keep your customers updated.
Service level agreement adherence
A social media service level agreement (SLA) outlines terms of service, responsibilities and expectations between a company, its social team and their clients regarding quality of service.
Departments within the same organization can also have SLAs. Regardless of the parties involved, SLAs establish commitments and guidelines for standards, protocols and key performance indicators. Guidelines will vary by company, but social media SLAs can include response time guidelines, issue resolution protocols and a crisis communication plan.