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What is the optimal response time in live chat?

Live chat is a real-time channel where quick replies matter which is why the optimal response time in live chat, measured from the visitor’s first message until the first reply from a chat agent, is below 10 seconds.  

While other service channels often have longer response times, including phone support, the ability to handle multiple chat conversations simultaneously by the same agent makes the 10 second response time easier to achieve than it might sound at first. The alert from new chat conversation is often sent to all service agents simultaneously, giving each of them the option to asses their own situation and take the additional conversation if they feel they can handle it. With multiple agents having different number of conversations with different level of intensity and difficulty, there often is someone available for a new conversation.

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