If you went into a store and approached a salesperson with a question, what would you do if she didn't answer? How long would you wait?
If you called a potential business partner on the phone with a critical concern, how long would you wait for an answer before moving on?
A recent survey from Lifestyles Online shows that when we submit a question or message through a company's Web site, we expect an answer - pronto.
According to the survey of 7600+ consumers regarding their expectations of response rates to online inquiries, we are not so patient as you might think.
Some quick findings:
- In response to a specific product request submitted online, 49% expect an answer within 24 hours. 36% expect an answer in less than an hour.
- 44% of those surveyed said they would wait 24 hours for a response before contacting a competing business with the same request. 42% said they would wait an hour or less before contacting someone else with the same enquiry.
- 85% said if they didn't receive an answer to an online enquiry, they would not contact that business again.
Your Web site is more than a billboard or a marketing mechanism or a brochure. It is where prospective customers are looking at you without you knowing it.
And when they're ready to engage your business, they expect you to answer.
Quickly.
