Don't Wait to Engage: Why Speedy Responses and SLAs Win in Email
Email response times matter because they are a controllable element with a clear and immediate impact on your customer’s experience.
Think your customers don't notice how slowly you reply to their emails? Response times and SLAs (Service Level Agreements) are your secret weapons for forging strong relationships, resolving issues quickly, and boosting customer satisfaction. Here's why:
1. Importance of Speed:
- 33% of customers expect a response to their email inquiry within 1 hour (source: SuperOffice & Toister Performance Solutions joint survey). Additionally, responding in an hour will meet the expectations of 88 percent of consumers surveyed.
2. Consequences of Slow Responses:
- 60% of customers switch brands due to poor customer service, including slow email response times (source: PwC report & MS Dynamics 365).
3. The Power of SLAs:
- Companies with clearly defined SLAs experience a 20% decrease in customer churn and a 15% increase in customer satisfaction (source: Service Desk Institute).