Response time deteriorating?

[nicesolution]

I can observe that my response time is increasing very rapidly. It was at 1 hour once, then it went to 10 hours and then to 16 and now it is showing 20 hours of response time.

Is it like that I am supposed to reply with a message in any case, even if the conversation has ended with a client by his/her message?

[donnovan86]

What matters when it comes to the response time is the first reply. You need to have that first reply as quickly as possible. Other replies don't matter. 

So I can only assume your first reply to customer is within a day, but you don't reply right away. That should explain why your response time is increasing. Whenever you receive new messages, reply right away and it should be solved.