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received at night or on weekends. Also, be sure to communicate your opening hours to your customers, so they know what to expect. Use the median instead of the mean Response time can vary significantly depending on the type and complexity of the issue. When calculating median response time, you can control values ​​that might skew your results, such as a chat request resolved in less than a minute or an email assigned to the wrong team member. Track FRT in your service reports Including response time in your service reports can help you identify issues and meet customer expectations. For example, if your first response time is steadily increasing over time, it may be a sign that you need to hire more agents or streamline processes. Show greater





accountability with service level agreements Go further by adding FRT to your service level agreements (SLAs). For example, you can say that questions asked by your most important customers will be answered within 12 hours. With Zendesk Support, you Jiangxi Mobile Phone Number List r team can sort tickets based on the time before the service level agreement (SLA) is exceeded to know which tickets should be prioritized. What is a customer profile? A complete guide, examples and free templates Leverage data to build rich customer






profiles to deliver more relevant and personalized experiences. By David Galic,  June 19, 2023 Customer profile templates Customer profile A personalized experience based on customer profile: a music app that understands your listening habits and recommends similar artists or playlists. An exceptional personalized experience based on the customer profile: A music app that uses your data from the past year to create a (fictitious) music festival lineup based on the artists you listen