The first reply time refers to the average of the buyer's first reply when the customer contacts the customer service, which is not included in the automatic reply, and the system automatically filters it.
First reply time: refers to the average time for customer service to reply to customers for the first time.
Average response time: refers to the average time for customer service to reply to customers every time.
As after-sales customer service, the first skill we should master is to appease the buyer's emotions. We will communicate with after-sales customer service, and most of them are things that make buyers unhappy or dissatisfied, such as damaged goods and unsatisfactory quality. At this time, we must first appease the customer's emotions, but not blindly appease, but propose solutions until the customer is satisfied.