Respond quickly. A slow response can send a potential customer to your competitor.
What to do
- Create saved answers for common questions such as price, delivery, sizes and payment.
- Set realistic response expectations outside business hours.
- Route customers toward clear storefront, payment and order information so every question does not require manual typing.
Watch out for
Fast but careless replies can be as damaging as slow replies. Accuracy, tone and follow-through still matter.
Example
If two vendors sell a similar product and one responds in three minutes while the other replies the next day, the first vendor may capture the purchase simply by being available.
Presency’s storefront and customer interaction workflows can reduce repetitive questions and help merchants move conversations toward completed orders.
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