On live chat, customers expect an answer within a minute or two; by email, within a few hours. A fast first reply, even just “I’m looking into it”, keeps people from leaving or writing again on other channels.
With Shopxare
Shopxare reports first response time per teammate and team, and Are AI can answer instantly when nobody is free.
More terms
CSAT (customer satisfaction)
The share of customers who were satisfied with one interaction, usually rated 1–5.
Customer retention
Keeping customers coming back after their first purchase.
Omnichannel support
Helping customers on every channel from one place, with one shared history.
Self-service support
Letting customers solve problems themselves, without contacting you.
Shared inbox
One inbox the whole team works from, with assignment and internal notes.
Resolution time
The time from a customer’s first message until their issue is solved.
Give every customer a fast, friendly answer.
Free. No credit card, no trial clock.