Respond in 20 seconds, or lose the customer.

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Respond in 20 seconds, or lose the customer.

Nobody has patience these days.

Everyone wants everything immediately, and peoples’ ability to wait has reduced greatly over recent years. The fact is that if a visitor opens the website of 3 vendors offering the same product or service that you do, and they get what they want immediately from one of them and need to wait hours for your response…. I’m afraid you’ve lost that customer.

It’s actually down to 20 seconds…

Your chances online of securing a purchase or booking from a website visitor is greatly improved if you have an online chat facility. This allows you to answer their questions quickly and help to make them feel that they can trust your brand. But even then, stats have shown that if they ask you a question via chat, you better answer very quickly. In fact, you only have about 20 seconds before they give up and move onto the next website!

Get things right

So make sure you’re set up to receive your chat messages on various devices… laptop and mobile phone etc. Consider setting up ‘backup’ chat operators that can take the chat session request if you’re ‘away’ – which might be defined as being away from your device for 5 minutes or more. Lastly, have a fallback ‘Leave a message’ option if you don’t reply within 20 seconds. It’s not ideal, but some folks will still leave a message for you to get back to them.

Want us to set this up for you and your business? Get in touch.

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