This is one of the most important indicators in customer service. FRT measures how much time passes from when a customer sends their inquiry until they receive a response for the first time. In the technology industry, where problems can affect a business's operation, a fast response time is crucial. Reducing FRT improves the user's perception of the company and increases the efficiency of the support team. Automations such as canned responses or chatbots can help optimize this time without sacrificing quality.