How to reduce customer service response times

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The customer experience can make or break your business. If a customer has a bad experience, there’s a good chance they’ll let the internet know. Your 5-star reputation could be at risk, and one of the main areas of bad customer service is a long response time.

Learn more about customer service response time and what you can do to improve it.

What is customer service response time?

Customer service response time is essentially how long it takes to respond to a customer service request, either by phone, text, or email. According to research by, the average email response time is 12 hours. That’s right. Hours.

We can easily see a situation where a customer uses those 12 hours to find another company. That’s why emails and texts need to be answered quickly, and no phone call should go unanswered.

Reducing response time

We get it. You’re busy. However, there are ways to reduce response time, including simply acknowledging that you’ve received their request. You may not have a resolution to a customer issue immediately, but letting a customer know you’ve heard them is the start to establishing trust and loyalty.

Having the resources to support a customer service team is great, but that’s not always feasible to hire more people. So what do you do?

An all-in-one solution

Customers often expect a response within minutes, and our Frontline Solution is a marketing tactic that takes the customer service work out of your hands and puts them into ours.

We can answer emails within 30 minutes, take phone calls as they come in, and even create a marketing campaign across SMS, email, and social media. You don’t have to hire a full-time staff, and you can spend more time improving your products and services.

By giving customers a fast response time, they know they can trust you, which can even turn into referrals and positive reviews online. Contact us today to get started with the Frontline Strategy.

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