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Sohel Chowdhury
Jun 27, 2022
In General Discussions
Time is money, and more so when we talk about sales. Prompt customer service can make the phone number list difference between generating a successful cphone number listlosing or losing our prospect's interest and, in some cases, even a bad reputation for our brand. This applies not only to traditional sales in physical stores or Business to Customer (B2C) companies, but also to those made through technological platforms and phone number list to those organizations with a Business to Business (B2B) orientation. With the phone number list new communication and sales channels, users demand a customer experience that offers them an immediate response phone number list to their questions or requirements from service agents. For companies that migrate to new digital platforms, this can be a headache, but with an appropriate strategy, the service process can be optimized , and with it, the phone number list response time to the client can be reduced. That is why in this article we will address what response time is, why it is a vital metric for your company and how to improve it to obtain better customers and retain current ones. Customer response time: decisive for closing sales Living in an age of hyperconnection, customers demand immediacy. And this also applies to the attention to the user who wants phone number list to acquire a product or service, no matter how specialized it is, since a prompt attention can turn into a successful sales closing. It is for the above that the response time to the client has become a metric of vital importance in recent times. A reduced waiting period not only means having a greater probability phone number list of obtaining more sales closings, but also translates into customer satisfaction and thus better engagement of your buyers with your brand. Engagement not only represents empathy with your products or services , but also translates into greater trust on the part phone number list of users and, therefore, more sales and income for your business. In addition, generating good engagement through quality customer service encourages your customers to recommend your products or services to their acquaintances , and obtain more consumers phone number list of your brand. Therefore, generating a strategy that offers answers for your customers — that are of quality and delivered at the right time — is important , not only from a marketing point phone number list of view, but also from a sales point of view. It is important to point out that the inbound methodology does not see the marketing and sales departments as separate , but rather as an integral group in which both departments share vital information with each other in order to offer concrete solutions to customers, such as reducing the phone number list amount of waiting time to your demands. And it is that, if the marketing department can solve the initial doubts phone number list of a potential lead with information provided by the phone number list sales department regarding our product or service, then it will be able to accelerate the conversion process to potential clients and finally in a buyer of our brand. First reply time: the key metric phone number list of customer service As in other marketing and sales strategies, customer service has a key metric to measure its success. Its name is First reply time, that is, first response time or FRT. The first response time is the phone number list average period in which a service agent responds to a request for information from a customer , which is commonly referred to as a ticket. These requests for information apply both to service tickets for new prospects, business follow-up and for those dedicated to answering questions from our current customers. To calculate the time to first, we provide the phone number list following formula:
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Sohel Chowdhury

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