How to calculate average email response time Jeff Toister reviewed social media posts and determined that waiting times were the number one cause of public complaints about companies.Įmail response times matter because they are a (somewhat) controllable element with a clear and immediate impact on your customer’s experience. If you are slower than anticipated, you’re creating a negative experience. If you can exceed their expectations by getting back to them quickly, it reflects positively on your customer service and on your company as a whole. According to Forrester Research, 77% of customers say that valuing their time is the most important thing a company can do to provide them with good online customer service.Ĭustomer expectations drive their experiences. An answer to a question might be considered wonderful if it arrives within 30 minutes but disappointing if it arrives three days later.Ĭustomer satisfaction research consistently shows positive correlation between faster response times and higher customer satisfaction. Time is a powerful factor in measuring customer service interaction quality. Why measuring email response time matters In this article, we’ll dig into all the details on measuring, benchmarking, and reducing email response times for customer service teams. How long is too long for a customer to wait for a reply to their question? Does "faster" equal a meaningfully better experience?
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