BrandPost: Defining Real-Time Responses – How Fast Is Fast Enough?

The less time your customers have to wait while your agents gather information, the higher their satisfaction—and the more likely they will keep coming back.In fact, according to research by Bold360 and Ovum, 62% of customers say it takes five or more different interactions to resolve their issues, and 43% of consumers feel it takes too long to reach a customer service agent in the first place. Simply put, the ability to quickly solve a customer's problem on the first touch is a powerful c