Customer reply rate (%)

Purpose

Illustrate whether the message sent by the teammate was interesting or useful enough to receive a reply from the customer.

Definition

Percentages of messages sent that received an inbound reply from the customer. For a given message template Customer reply rate is calculated by counting all inbounds that were first replies to an outbound that used this message template, and dividing by all outbound messages sent during the reporting period that used this message template.

Location & attribution

• Message Templates report

  • Message Template Details table - Attributed to the message template used.

FAQ

• If a message is sent to multiple recipients, then if at least one recipient replies to the message, this is counted as a 100% reply rate.