Technology

How Quickly Do Prospective Clients/Customers Expect Responses Online?

Online customers always expect better services from organizations. They become impatient and want a quicker solution from the company. When they face issues, they anticipate a response from customer representatives within the shortest time. Most businesses leverage WhatsApp and AI chatbots to provide an instant response to potential customers. Still, how quickly should you solve your customers’ queries?

Instant response (within 10 minutes)

Most customers do not like to wait longer than 10 minutes for the desired response from your team on certain channels. So, your customer service providers and sales team should give importance to customers’ concerns. However, the choice of channels may cause a difference in the average customer response time. In case of live chat, your response time must not exceed 5 minutes. Again, the response time in the call center is about 46 seconds. But, phone wait times depend on seasonality and industry. Of course, you have more leeway with an email.

Time for responding to social media users

Sprout Social Index revealed that 69% of consumers want companies to respond within a maximum of 24 hours. The study also observed an increase in social media usage.  

As several brands have started using social platforms to reach target audiences, the response time is a significant differentiating factor. You should focus on your customer preferences to win the competition. You cannot gain repeat customers if you have not maintained consistency with your customer service. Social media platforms have become the best destination for responding to customers’ complaints and comments. That is why social media response times are a vital factor, which needs your attention.

Email response times

Many customers send emails to your representatives for inquiries. They expect to get your response via email within a few hours. If you take longer, your company’s reputation will be tarnished. There is also a risk of losing your deals. That is why your team should send the best response within the shortest time.

From leads to loyal customers, everyone wants a timely response. If you cannot meet their expectations, it results in a negative impression.

The most disappointing fact is that some businesses send their email responses after three days. In this case, their potential customers may turn to their competitors for services or products.

Why should you provide the quickest response?

  • Your potential clients or customers are valuable to your business.
  • They feel assured that your team will provide timely responses to future issues.
  • A fast response provides that you always prioritize quality. So, this factor will prevent your customers from moving to your competitors.
  • You can easily please your customers with a faster solution to their concerns.

So, the speed of your response is the most powerful factor in maintaining your customer service quality. However, it is also essential to ensure a quality solution while responding to customers. Kingkong.co is a reputed digital marketing company that will help you improve your customer responsiveness. You will get the most effective tips for connecting with your customers through different online channels.

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