Hey Community!
We're a higher education institution supporting university students through Zendesk Chat and are currently reviewing our chat service standards. Since students often reach out with time-sensitive concerns and tend to expect immediate responses, we're trying to identify realistic and effective first response time targets for this audience.
For those in higher education or student support environments, what first response time goals or best practices have worked well for you? We'd love to learn how you balance student expectations, agent workload, and chat satisfaction. We're also keen to hear from teams in other industries that serve high-volume or high-urgency customer groups, as we're exploring different approaches and would appreciate any lessons learned or best practices that have proven successful in your environment.