![]() ![]() Once you’ve addressed challenges and aligned their respective solutions, you can start focusing on improving response time. You will also need to add incentives and rewards to motivate agents to be accountable. So before you implement a change, you’ll have to create processes that encourage accountability. > Lack of accountability: When there’s no benchmark or processes, there’s no accountability. Another way could be to send out templated emails ensuring the customer that their query is being resolved and that they will receive a prompt response soon. A solution: create a knowledge base or an FAQ section for agents to use. A technical bug, a marketing query, a product query for which the agent has no access to information means they will have to wait for respective members to respond before they can respond to the customer. Agents are mostly dependent on internal staff members for access to information. In this case, you could send a template email to the lead/customer, ensuring them that their ticket has been received and they will receive a response within 24 hours. If you’re catering to people outside of your current geographic zone, timings may be a problem. Some of the most common issues with delayed response time are: For instance, startups may have just a team of two or three agents handling queries and so it’s difficult to improve response times without addressing their challenges. To begin, you’ll have to dig up reports, measure capacity (number of responses/agent) and identify roadblocks. Improving your company’s email response time is not an overnight process. This is one reason why customers complain about Sales & Support the most.Īccording to a report by Hubspot, 90% of customers expect an immediate response, while only 50% expect a response within 24 hours.Ĭompanies that respond to emails within an hour? They are winning big.Īnd if you want to optimize team performance, set measurable metrics & increase revenue or customer satisfaction, you need to improve your company’s email response time. The 24 hours that you make them wait can change their perceptions about your business. They are not going to wait 24 hours for your agent to come around and tell you that they will “look” into your query. Now more than ever before, people demand prompt response. The result of all this? The company’s average response time to any query is 12 – 24 hours. ![]() For instance, it’s not uncommon to see agents relying on other staff members to deliver information which in turn delays response time. Additionally, the lack of processes & the inaccessibility of information causes further delay. Where they could easily handle 10 – 12 queries in a day, they would probably be handling only 5 to 6. This lack of response time benchmarks prevents agents from committing to their jobs. Agent performance is measured based on the leads they win or the tickets they close, but not on their response time. ![]() Most businesses such as startups and SMEs, do not have a defined benchmark for response times. > The processes set up to make response time faster > The availability & easy accessibility of information for agents > The number of tickets each agent handles in an 8-hour shift The ‘speed’ of this response time depends on: What is Email Response Time & Why it Matters?Įmail response time refers to the average time your organization takes to respond to a query, a ticket, or a complaint. Here’s a quick guide to the how, the why and also the what for those unfamiliar with the concept. ![]() So how do you improve email response time? Left untended though, these minor issues can cause massive damage to your revenue and sales goals. These are minor problems that can easily be resolved with the right organizational processes, backed by the right tools. Imagine losing 10 clients this way every day.ĭon’t let poor email response time to lead queries, customer queries, complaints, and tickets hurt your business. You just lost an ideal client to slow email response time. They respond to his query within an hour and a lucrative deal is signed. 24 hours later, with no response from you, the lead goes to your competitor. A huge thank you to our guest contributor, Tarah Darge, Head of Marketing for timetoreply for sharing insights into email reply times-dive in to learn more:Ī lead visits your website, loves your solution, and drops you an email. ![]()
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