An online chat that responds quickly

As you can see from Emma’s comment & the blog post, they agree :thumbsup:

The average response time figure is there for exactly this reason - to manage user’s expectations. As I mentioned, you waited an unusually long time for a response.

If you’re interested in finding out more about the slightly more advanced work that the technical team are doing to increase the speed of responses, Valerio’s talk from this event explains one example more detail -