On the ask an agent page, it says 24 hours. Agents have been taking longer and longer to respond lately, so I think it should say:
Agents can take up to 48 hours to respond. On average they respond within 24 hours.
This will stop new customers getting annoyed waiting for agents to respond
Kudo if you agree - giffgaff look at ideas with 10 or more kudos!
I think that the main issue with agent response times isn't the response time to your initial query it's the response time to follow ups to that query, if you exchange five messages with an agent that could take up to five full days which I'm sure you'll agree does not cry out efficiency.
The average time is 24 hours so I doubt this will be changed. Good spot though!
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