Quick response is a derivative of speed. Customers want it – whatever “it” is – fast. Customers want it now. They are impatient and don’t want to wait. How did this happen? Over time, customers have been programmed to expect things fast.
We are conditioned for speed, and when it comes to customer service, speed can become a confidence builder and a value-added competitive advantage. Instant chat on a computer allows a customer to go to a company’s website and “chat” in real time via typed questions and answers to the company’s customer service representatives.
Fast is good, and instant is even better. When it comes to customer service, speed is a competitive strategy that will separate you from your competition. It is also a value-added advantage that customers are willing to pay for.
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