What is the importance of response time and response rate?

Response time is the total amount of time it takes for a company to reply to a request from a customer. The response time is calculated by adding the sum of the service time and wait time. In a world where consumers can find almost all the things they need online, it is of great importance for companies to respond quickly in order to have the consumer spend their money at their shop. With a growing online activity, response times have been reduced to a minimum. More and more companies choose to be available for online chat after closing hours and still be available for (potential) customers.

 

Complaints through Social Media

 

Many customer complaints are now addressed through social media such as Facebook and Twitter. It is highly important for companies to quickly respond to online complaints. If a company reduces the response time and manages to solve the problem with the complaining customer, the online reputation can be kept high. One solution to the problem of response time, is working with automated bots. These bots respond to questions with pre-set scripts chosen by algorithms. After certain automated questions, helpdesk associates will take over and help the customer.

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