How Good Is Your Customer Service?
10. What is the optimum response time for a live chat inquiry?
Answer: a) 15 to 30 seconds
“Your service levels here should mirror the service levels you have for your phone calls,” says Gianforte. Live chat allows for a real-time dialog between marketer and customer. As such, customers will expect a representative to be available to respond to them very shortly after they’ve keyed in their question.
As with e-mail, ideally a live chat inquiry also should be resolved within one chat.