With all businesses, customers expect a fast response to their phone calls and inquiries. However, in certain industries, having a responsive customer service team is particularly important. In HVAC businesses, many calls are regarding time-sensitive situations, which makes having a quick response time essential. How well your company handles response times is an important metric of success that business owners should consider.
Customers Want Speed and Quality in Customer Service Response
A 2020 Salesforce study on customer service revealed that 83% of customers expect to be able to immediately interact with a person when contacting a company. Clearly, response time is very important to keeping customers happy, and yet the same study revealed that only 20% of businesses believe they excel at wait times. How businesses handle response time is an area many need to improve in order to keep up with customer’s expectations.
How Well Does Your Company Measure Up?
It’s important for businesses to regularly evaluate their policies and performance, in order to ensure they’re doing everything possible to remain successful. When you’re evaluating how well your company’s customer service is doing, there are a few questions to consider:
- What happens to after-hours calls? If there is an emergency on a weekend or holiday, how long might the customer have to wait before their message is received?
- What are the average wait times for callers during busy days or around staff lunch and break times?
- Are our customer service team’s capabilities scalable to adapt to busier times of the year?
These are all important factors to consider as they present areas where businesses can improve. When you offer your customers more in these key areas, you can gain an edge over the competition.
The Insta Answer Solution
If your company could make some improvements in its response times, it’s worth considering hiring a 24/7 operator service, like Insta Answer. For just a few dollars a day you can have a trained expert answering your calls day or night, delivering the best possible service to your customers. Our agents are knowledgeable on the HVAC industry and never leave your customers waiting around. To learn more about a solution that’s customized to your business, contact us today.