“We're currently at 58 seconds as time to first reply... contact rate which is the percentage of customers of subscribers who reach out in a given month — right now we're at like a 3% which I think is a healthy number.”

Target 58-Second First Response and Track Contact Rate as Your Support Health Metric

Two metrics matter most for support operations: time to first response (Captions targets under 60 seconds) and contact rate (the percentage of subscribers who reach out per month, ideally around 3%). Contact rate is especially useful as a leading indicator — a spike from 1.5% to 4% in a month signals a release failure, outage, or poorly executed promotion before revenue numbers show it.