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lucas_hoffman
lucas_hoffman
Rookie
July 15, 2025

Improving First Reply Time

  • July 15, 2025
  • 1 reply
  • 92 views

This is obviously a metric we are always trying to improve. An idea that came up is targeting problem teams with direct communications with suggestions and bumps of previous trainings they may have forgotten. Any other suggestions for ways to help teams continue bringing down their first reply time outside of a full re-training?

    1 reply

    cat_apac
    cat_apac
    Fronteer
    July 17, 2025

    Hi there! Cat here from the Front support team 🌻

    One possible option here could be to use Reply time goal rules: https://help.front.com/en/articles/3038464

    Time goal rules (previously named SLA rules) are a commonly used tool to help businesses maintain a high standard for response times, and keep their customers happy. Whether you have internal response time requirements for your team, or external service-level agreements (SLAs) with your customers, Front will help you reach your goals.

    Cheers,
    Cat

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