Offering efficient solutions to job seekers database people is just as important as the speed with which they are delivered. With a very short tolerance, users don’t take kindly to slowness and are very aware that if your company can’t respond quickly to their queries, another will. This means that reducing average response time is very much within your reach. To help you implement the necessary improvements, we’ve prepared this article to help you understand the implications of this indicator, as well as the decisions you should make from now on to optimize everything related to your customer service .
What is customer response time?
Customer response time is the time it takes your operators to respond to those who contact your company’s customer service. Although this metric is commonly used to evaluate call center performance, it can be applied to any communication. Channel your organization has.
As an indicator, response time only what steaks to choose for different occasions includes the time spent waiting on the phone line, in live chat, or via email. That is, the time it takes to interact with the customer until their query is resolved does not count toward the average calculation.
However, if your company manages to minimize waiting. Times and shorten the duration of conversations (meaning this means quality of service), the chances of the user having a positive impression of your brand increase.
Why is it important to measure response time?
Nowadays, fast responses have a huge impact on customer experience. If your target audience is made up of millennials or younger generations, the betting data relevance of this indicator is even greater. This is confirmed by a Comm100 report : 71% of consumers believe their service experience improves with fast responses.
How to optimize customer response time
There are several actions you can take to optimize response times. We describe them below:
Implement omnichannel
You’d be centralizing support through a single medium, and that will only create bottlenecks. This is detrimental to your customers and very stressful for agents.
On the other hand, by opting for omnichannel, you have a broader , synchronized service network.
Omnichannel communication software offers you tools that will significantly reduce your operators’ response times and productivity.