'Instant response' expected from businesses
Jun 20 2008
Firms are now expected to provide an 'instant response to absolutely everything', a copywriter believes.
Matthew Beaumont, author of The Novel of Liars, Lunch and Lost Knickers - a book consisting entirely of emails, says that the instantaneous nature of the internet means that people have higher expectations for customer service.
He explains: 'Everything is on the internet and it has got faster and faster as a means of communication and as a means of getting information.'
Because things can be purchased straight away, people think that businesses are able to respond to enquiries immediately, Beaumont adds.
Research by Bellwether found that leaving replies for half an hour can cause serious problems for firms.
It discovered that while a year ago companies had a two hour window in which to respond to business enquiries or risk losing contracts, one in seven British companies look for a response in 30 minutes.
Matthew Beaumont, author of The Novel of Liars, Lunch and Lost Knickers - a book consisting entirely of emails, says that the instantaneous nature of the internet means that people have higher expectations for customer service.
He explains: 'Everything is on the internet and it has got faster and faster as a means of communication and as a means of getting information.'
Because things can be purchased straight away, people think that businesses are able to respond to enquiries immediately, Beaumont adds.
Research by Bellwether found that leaving replies for half an hour can cause serious problems for firms.
It discovered that while a year ago companies had a two hour window in which to respond to business enquiries or risk losing contracts, one in seven British companies look for a response in 30 minutes.