Keep reading for FREE
According to Super Office, it is shocking to believe that the average response time for companies that do respond to customer enquiries, is actually 12 hours! 😱
This is enough time for a customer to:
Are you fuelling your own brand damage by ignoring the importance of speedy response times?
Your customers are just as busy too, looking for solutions to problems while busy with their lives.
When you provide platforms for customer engagement such as emails, chatbots, customer service desks, social media etc, setup a response framework and be more intentional about responding quicker.
Make it a decision that all customers will receive timely responses, even if resolutions take longer.
This is very true. Even if your teams are mostly busy, quick acknowledgements to customer enquiries presents a speedy response experience to the customer.
But don’t just acknowledge quickly, use the acknowledgement message as a means to set an expectation.
For example, thank you for your message, we will definitely be reaching out to you before the end of the day.
You can save a lot of team and customer time by making available materials and content that provides answers to customer questions.
Even right there on your contact us page, you can show the customer a list of Frequently asked Questions they can get quick answers without needing to fall into your customer support helpline.
A lot of tools will help you setup your workflow and automate your processes so you can save time.
Handling customer enquiries is one of the benefits that a business tool/system such as MyCo will give you.
You will be able to setup a landing page to capture customer enquiries, track them until resolution and automate post-support tasks such as collecting customer feedback.
If you are still yet to engage technology in your business properly, you need to check out MyCo.
There’s a reason you receive an email from Amazon reminding you there are items in your basket. They don’t want you to forget, as it is a sale opportunity for them.
The lesson here is anticipating customer needs, providing support proactively, reminding them if need. This helps you secure the sale opportunity while it is available (as you may lose it if you engage too late).
This is why you should consider tracking customer activity (within the boundaries of regulations) so you can address issues on time.
It is not enough for you to desire speedy responses. Your teams must be onboard and understand why it is important.
Educate your teams and all 3rd party that may be involved in handling customers such as your offshore outsourced support teams.
Let them know why it is important, what is expected of them, and measure productivity always.
If you’re serving customers globally, you have a time-difference challenge in your hands.
Think about your geographical customer personas and setup systems/processes that can cater across different time zones.
Set expectations accordingly so there is no confusion with your opening, closing and response times.
Employ local teams if need be to cater for varying timezones.
The last point is really about promises and expectations.
When you’ve defined a response time for your customer, please ensure you adhere to the timelines.
Don’t break the trust by not meeting the expectations you’ve promised. Don’t disappoint the customer.
Built a CRM Tool. Company Founder. Consultant for Customer Service & Customer Experience
I tried to buy from a business and struggled to pay. By the time they realised 2 days later, it was already too late. Time is of the essence and that’s why I am sharing this with businesses, so we can be more time-bound with our customer engagements
MORE LIKE THIS
Ready for the next level?
Read Like a Pro
Explore the World’s
Save ideas for later reading, for personalized stashes, or for remembering it later.
# Personal Growth
Take Your Ideas
Just press play and we take care of the words.
No Internet access? No problem. Within the mobile app, all your ideas are available, even when offline.
Ideas for your next work project? Quotes that inspire you? Put them in the right place so you never lose them.
2 Million Stashers
Best app ever! You heard it right. This app has helped me get back on my quest to get things done while equipping myself with knowledge everyday.
Great interesting short snippets of informative articles. Highly recommended to anyone who loves information and lacks patience.
This app is LOADED with RELEVANT, HELPFUL, AND EDUCATIONAL material. It is creatively intellectual, yet minimal enough to not overstimulate and create a learning block. I am exceptionally impressed with this app!
Don’t look further if you love learning new things. A refreshing concept that provides quick ideas for busy thought leaders.
Great for quick bits of information and interesting ideas around whatever topics you are interested in. Visually, it looks great as well.
I have only been using it for a few days now, but I have found answers to questions I had never consciously formulated, or to problems I face everyday at work or at home. I wish I had found this earlier, highly recommended!
Brilliant. It feels fresh and encouraging. So many interesting pieces of information that are just enough to absorb and apply. So happy I found this.
Even five minutes a day will improve your thinking. I've come across new ideas and learnt to improve existing ways to become more motivated, confident and happier.
Read & Learn
Access to 200,000+ ideas
Access to the mobile app
Unlimited idea saving & library
Unlimited listening to ideas
Downloading & offline access
Claim Your Limited Offer
Get Deepstash Pro
Supercharge your mind with one idea per day
Enter your email and spend 1 minute every day to learn something new.
I agree to receive email updates