7 Ways to Improve Customer Responsiveness

It’s no secret that the significance of an effective customer service strategy lies not only in delighting existing customers but in drawing in new business as well. Customers have become increasingly impatient and expect companies to respond to them faster. They are also likely to switch to other businesses or companies if your response time is too high.

There are many factors that might impact your average response time,Guest Posting including:

  • the number of steps that agents have to take to find customer history and previous interactions
  • the difficulty in communicating and collaborating with other teams
  • absolute ticket volumes, as well as ticket volume to agent ratio
  • the frequency of complex issues that routinely take longer to solve

To help you tackle these challenges in an efficient manner, we’ve put together this article where we deep dive into the average response times across channels, and also look at effective ways to improve customer responsiveness.

What is responsiveness in customer service?

Simply put, customer responsiveness indicates how fast and efficiently a company responds to customers. From a customer support standpoint, it is the time taken by the support agents to respond to your customers. It’s important to note that customer responsiveness covers first response time, and also the frequency and consistency in communication until the final resolution. Customers would be delighted if they get connected to an agent immediately but it would all fade off if they don’t receive a speedy solution to their queries.

Striking a balance between speed and quality is the biggest challenge faced by customer support agents. However, by clearly communicating the expected wait and query resolution time beforehand, you can help set the right expectations with customers. This will also enable customers to gain trust in your brand, and help you build customer loyalty. But the real question here is – how can you deliver timely and consistent customer support when you handle different communication channels?

The answer to this question lies in understanding the expected response times for each channel as well as knowing how to deliver better customer experience.

How crucial is the customer response time for each channel?

The average response time or average wait time differs for each support channel. Here is a breakdown of the average response time for each customer service channel.


According to SuperOffice, the average wait time for an email is 12 hours and 10 minutes. Here is a representation of the percentage of different age groups expecting an email reply within 1 hour.

Phone and Live chat

People reach out to phone and live chat support to receive a fast and immediate response. Thus the average response time for the former is 3 seconds and the latter is under 1 minute.

Social Media

The average response time for social media differs across different platforms. Here is a graphical representation of the average response time of popular social media channels namely Facebook and Twitter. Ozark Trail Customer Service

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