Reducing Customer Response Times
Do you start to wonder if your email hasn’t been responded to within a few hours?
In today’s world where most communication is done through technology, we have been spoiled by quick response times. The response time refers to the time it takes a customer service representative to make the first point of contact after an inquiry is made. Even if you cannot resolve the issue at the first point of contact, acknowledging them in any way keeps the customer focused with you.
“A survey by Nielsen shows that 33% of customers’ would still recommend a brand that was quick to reply, even if the response was not complete.”
Does your company track response times and monitor? The average first response time can be calculated by taking the total of all response times and dividing it by the number of cases that you resolved. By knowing what your response times you can ensure that your company continues to increase efficiency by decreasing the rate over a period of time. If you have said that you will respond in a certain amount of time it is critical that you hold yourself accountable to those times. Continue reading “Reducing Customer Response Times”
