Source: Dumb Little Man
People do not like to wait. They don’t like being put on hold. They don’t like when a website takes forever to load. They don’t like waiting for a call or an email that they doubt will ever come at all. Generally, people don’t like being told to wait for anything.
Anything at all. This is understandable because there’s really nothing more precious than time. In fact, there are so many distractions these days that people need to evaluate what they do with their time, which is the one single thing you can’t bring back. Once it is spent, it is gone forever.This is also what businesses need to understand. If you want to keep your customers happy, get to their concerns as quickly as you can. A study on customer response time revealed that for 43.4% of customers, one business day is still an acceptable response time for emails. However, 43.9% want a response within four hours or less.
It’s a whole different story on social media. In a virtual world, more people want it extra fast. A related survey showed that a whopping 84 percent of customers prefer getting an instant response – that means within 24 hours after a post has been posted on social media.
Still, all these efforts and the hassles ultimately pay off in the end. A study from Autodeal about car dealership response time showed that dealers who respond to a customer in six hours or less have a better conversion rate. If the response time is reduced to under an hour, the conversion rate can increase by an additional 37%.
People want it fast, and they associate good customer service with a quick response from the business’ end.Now that we have pretty much settled on the importance of quick response times, let’s see how you can improve your brand’s quickness in customer response during a time where everyone seems to be impatient and easily-irked.
Sweeten your automated replies
A customer needs to know if his inquiry, feedback or complaint has reached the right people. This is important because only then will a customer know that he is valued and that his concerns matter.
A lot of companies now use automatic response emails to serve several purposes. Among them is to reach out to a customer, improve customer relationships, as well as give the company some time to sort things…
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