Email Response Time Matters
It may be time to update, and speed up, your standards.
(Boonton, NJ, February 24, 2015) While email may be losing some ground to text messaging and social media as a customer communication channel, customers who use email are still looking for a quick response.
A recent survey by MailTime.com found that most customers (52%) expect a response to their emails within 24 hours, some 19% expect a response within 12 hours, and only 3% say they will tolerate a response within one week.
Charlie Sheng, MailTime co-founder, notes that when email entered the workplace in the 1990s, many people developed a routine of checking their inbox first thing in the morning and ignoring it the rest of the day. Today, those same customers are much more demanding.
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For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.