Providing your community with a quick response to their questions, complaints, and feedback is important, especially if you are handling online customer service.
The Response Time Widget
If you are communicating your opening hours on social to fans and followers, the Response Time Widget in Komfo gives you an overview of your response time within those hours, as well as your total response time. The latter indicates how long your community is waiting for a reply on an average basis. Furthermore, you can also easily see your fastest and slowest responses within your business hours and in general.
If you are an admin user in Komfo, you can easily set up different opening hours for all your connected Facebook pages and Twitter accounts. To enter your opening hours, simply click on your profile image in the upper right-hand corner, go to Channels, and find the channel where you want to change the settings.
Next, click on 'Settings'.
Click on 'Opening hours'.
From here, click 'Edit', choose your time zone, and enter your desired opening hours. Bear in mind that it can take some time until the updated opening hours are fully reflected in your Analytics section due to stats updating.
Only items that have received a reply from Komfo are included in the response time overview. If you archive an item without creating a reply/comment, it will not be tracked. If there are certain items (posts, comments or replies) that you do not want to track in the response time, then use the label ‘do not track’ in the Monitor section before replying by clicking ‘Add labels’. The response time will consequently not be included in the calculation.
If you have set up specific business hours, the "off time" will be subtracted from the calculation. Here’s an example:
Your opening hours on your Facebook page are Monday to Friday from 9 am to 5 pm.
- Let’s assume that you receive a new post/comment on your Facebook page on Monday at 10 am and you reply at 10:15 am. Your response time will then be 15 minutes for business hours and overall time.
- Let’s assume that you receive a new post/comment on your Facebook page on Monday at 5:30 pm and you reply at 6 pm. This will not be considered in your business hours, but it will count as 30 minutes in your overall time.
- Let’s assume that you receive a new post/comment on your Facebook page on Saturday at 2:00 pm and you reply on Monday at 10:00 am. Your response time will be 60 minutes for your business hours and 1 day and 20 hours for your overall time respectively.