A report published recently by Convince and Convert revealed some startling figures on customer service. These should make any business owner sit up and take notice:
- 42% of customers now expect a response to their electronic queries within 60 minutes.
- Customers making electronic queries expect a “real person”, not an automated response.
- 57% of customers expect the same response to electronic queries in the evening and at weekends.
- 24% of customers expect a reply to electronic queries in 30 minutes, regardless of time of day.