Why are Fast Response Times Essential?
There is a direct link between fast response times and customer loyalty. 75% of customers surveyed by Enghouse Interactive rated speed as the most important part of a customer service experience. While an
additional 76% of customers said they’d leave a company after just one bad experience.
Delivering on the promise of customer service excellence is imperative.
The costs can be significant, and the probability of regaining customer trust, will be significantly diminished.
Slow response rates impacts customer retention and conversion.
Imagine you are buying a last-minute gift and are choosing between two products from different companies. You’re looking for help to make that important purchase –the company that reacts first is most likely to get your business.
Failing to respond quickly also increases your contact center team’s workload.
If customers don’t get an answer either by visiting your website or using webchat or SMS, they might switch to the phone. This not only increases call volumes, but it also adds substantially to your costs A fast reply, even if it doesn’t immediately or completely solve the problem, likely prevents multiple contact
attempts.
Customers today expect more from every organization they deal with.
When they don’t receive fast, personalized, and highquality service, they quickly tell their friends, family, and everyone they know on social media. This new reality impacts your corporate reputation in ways that are out of your control.
The best solution is to be proactive.
Provide a range of self-service options, offer alternative contact strategies, use AI to properly assess what the issues are, and recommend solutions that have a high probability of resolving the customer issue. Make dealing with your company as painless as possible.
And constantly optimize your approach.
This article is posted at enghouseinteractive.com
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