Timely email responses are gold, especially for businesses where all transactions happen by email. Email customer support and chat services are among the greatest gifts of technology. With online communication channels, many have more chances to reach a wider market and talk to customers offshore.
With the newest means of communication, a business can reach out to many consumers. Location is not a limitation anymore. Anyone from anywhere can email or chat with providers to access their services and products.
It is time that you realize the importance of scaling your chat and email support services with quick and efficient responses. You even find the many benefits of outsourcing these types of services. See examples of these here, and keep reading to learn more!
Customer Response Time: The General Rule of Thumb
Did you know that the general rule of thumb in call centers and BPOs is that the average customer service response time should only be from 12 to 24 hours? That is for emails. Then, if you have live chat services, a chat response must be given in 3-5 minutes.
Imagine if you go over the required time not responding to an email query. You could potentially lose a potential lead for your business. That is the power of your email and chat support, fueled by quick response time.
The rule is that you do not want to make your customers wait too long. Because who knows, while they wait for your response, they have already jumped to another company who offers the product as you. Although your company is their first choice, it does not secure you from winning the client in the end. Who wins? Of course, the one who answers the call, in this case, the emails and chats first.
The Critical Role of Timely Email Response
From the general rule, we go to the critical role in email response time. It builds trust between the business owners and their customers.
Simply put, that timely response equates to trust. Anyone can attest to this. Anyone, even the owners of a company, has become a customer once in their life, right? Like when you line in for the supermarket’s cash register, falling in line in one and waiting makes you feel frustrated. The delay in getting what you need can make you leave once you lose patience. The same goes for chat services.
But not all customers are falling in line to pay for their items. Customers nowadays use online transactions to seal the deal on the products and hope they can pay upfront, which is why they go online in the first place.
If their concern is not addressed immediately, they might leave and go to the next.
Efficient and Timely Customer Service Chat and Email Responder
As customer service support, their role is to put in their client’s shoes. In this way, they can serve their need better because they have first-hand knowledge about the concerts of every customer.
At the same time, they are also the face of the brand or the business that engages one-on-one with every customer. It is critical for your email and chats that you give the customers a satisfying experience even if the exchange of your communication is not behind phone receivers.
Response Time Matters
Measuring your response time may be unnecessary, especially when you have more important things to tend to as a leader in a company. As a manager or business owner, your help could come from a live chat support outsourcing or email management team.
You can also outsource to call center providers and have remote employees handle your emails and chat. Visit https://apexcallcenters.com.mx/ to learn how this works.
The best thing about having an offshore team take care of your email and chat services is that they can run 24/7. Thus it helps you get on your emails and reply to every one of your customers any time of the day.
On top of that, once you have a team assigned to take your emails and chat, no messages will be left out anymore. Once the message pops up, your email manager or chat support staff is just a few clicks away.
Your Final Answer
Now that your response times to emails will be quicker than ever, you will not miss a second to reply. That means your transaction will flow, and you will be able to tell soon how many leads you are getting from time to time. And finally, you can even integrate automated tools for answering chats at the same time, improving the quality of your user’s experience when they can add their human touch to the responses.