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Oil and Gas companies know how important it is to retain customers during emergencies. For all businesses, offering excellent customer service is an essential key to success. When ranking the most vital aspects of customer service, one of the most highly valued traits is fast response times. Oil and Gas companies, in particular, can see expanded success by examining and improving their customer response times.

What is Response Time?
The time period between when a customer contacts you and when they receive your response is your service response time. Having a fast response time plays a significant role in retaining customers, especially for small businesses. Studies have revealed that when contacting a business using the telephone, 64% of customers expect an immediate response time. In oil and gas, where receiving after-hours phone calls about an oil leak or other emergency is likely, achieving this quick response time can be challenging.

Why is Response Time Important?
Response time is one of the main factors customers look at when evaluating a business. If potential customers aren’t able to easily get in touch with you, they will not wait around and could choose another company. Existing customers will be less likely to return if you are difficult to get in touch with when problems arise.  Ultimately, poor response to customer requests causes your customers to feel neglected, indicates bad customer service, and can result in loss of revenue.

How Do You Ensure Quick Response Times?
In the oil and gas industry, most customers call because they have an immediate need. It is essential that phone support be available in this industry, especially because emergencies can happen at any time of the day. Make sure you have representatives available who know how to treat every caller like family and can assure them their request is important to the company.

Insta Answer offers 24/7 support and has over 50 years of experience in perfecting response times for propane and heating oil companies. Our representatives know exactly how to assist your callers so that your company can maintain its reputation for excellent customer service.

Improve your response times and start offering more to your customers. Call Insta Answer now to see how we’ll handle your calls.

Picture of Steve Samuels

Steve Samuels

A respected contact-service executive and thought-leader, Insta Answer CEO Steve Samuels has over 30 years experience in the industry. Steve posts his insights here on our blog weekly (and sometimes more.)

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