Reply Speed · 9 min read
Median vs P90 Reply Time: Why Your Average Hides Slow Replies
Your average reply time can look fine while three buyers waited two hours. How median, p90 and the unanswered count work, with a 20-message example.
Read articleA little knowledge. A better conversation.
Ideas, guides, and practical thinking for customer support, AI, and connected teams.
Reply Speed · 9 min read
First Response Time: What It Is, How to Measure It and the Target to Set
What first response time is, what counts as a reply, how to calculate it with a worked example, and why the median beats the average.
Read article
Customer Service Guides · 11 min read
What Is a Reply-First Inbox? (And How It Differs From a Helpdesk)
A reply-first inbox answers every DM in seconds from your own information, then hands over to a person. Here is how it differs from a helpdesk, shared inbox or chatbot.
Read articleNo customer left waiting.
Start free
Free plan. No credit card. Talk to us