A Scenic Tour of the Online World

Online Customer Service Responsiveness: How Do You Stack Up?

Tuesday, April 30th, 2013

Increasingly, B2B and B2C customers expect customer service issues to be addressed immediately.  They also recognize that the phone isn’t necessarily the best way to get that done.

Email and social media have become a standard customer service channels. How do you rate when it comes to responsiveness?

If you respond in about a day, you’re average at best according to the E-Tailing Group’s recent mystery shopper survey. The top-tier performers responded in about 3 and a half hours!

So the expectation for fast response is there. For social media, the standard is even higher than for email. Brad Wolansky of Yankee Candle is quoted in the article. “You don’t want a day to go by before someone checks Facebook and Twitter.”

How do you stack up? And how do you monitor your response times?


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