Message Response Rate Issue

[LovelyComfies]

Hi,

I have been responding to customers as quickly as possible (usually within a few hours), but I noticed that my message response rate is at 90%. I went back through messages but could not find any messages that I did not reply to.

Can you help me see if I am missing messages from customers?

Thank you, 

Bobbie

[Amaradorn]

Go to your customer service stats page and click on the tab for 'Previous Review Period' then look to the right and click on the tiny link which says 'Download Message & Dispatch History'. You should get a csv file which can be opened as a spreadsheet using a compatible application (such as Excel)