Getting a fast, accurate answer to their query is the number one priority for customers when contacting a brand.
Whether it is on the telephone or digital channels, most consumers expect to receive rapid responses. Moreover, their idea of rapid is shrinking. Our research found that 90% of consumers demand an ‘immediate’ response to their question. Significantly, for 60% of people, this means under 10 minutes.
Forcing your customers to wait has a major impact on customer satisfaction. In fact, it contributes directly to lower CSAT scores, higher churn, and a poor corporate reputation for service.