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Customer Response Time

Patrons expect fast customer response time, and there are reasons to deliver on those expectations.

SaaS Customers Want To Hear From You—Now

As technology continues to evolve and advance, so too do customer expectations. In today’s instant-gratification world, customers expect timely responses to their inquiries and problems. This can pose a challenge for brands, especially those who are just starting out or who have a large audience. What can companies do to keep up as so many consumers value immediate customer response time?

That’s why it’s important to prioritize customer response time, communication, and the overall customer experience. By doing so, you can ensure that your customers will be satisfied with your level of service

Photograph of woman behind register helping someone with a coffee.

As the world becomes more and more digital, the way that companies market themselves has to change as well. In the past, companies could get away with simply releasing a list of features for their software. However, today it is all about building a relationship with your customer based on value and transparency. And having a fast response time doesn’t hurt either.

The problem is that many SaaS brands aren’t prioritizing quick replies. Whether you’re too small to provide an immediate answer or you feel like you’re putting out other fires, brands don’t often view response speed as an important key performance indicator.

But if you want to be relevant to your software customers, it’s time to embrace immediacy in your communication—from the first marketing message to closing the deal.

Immediate communication in customer response time has three benefits for SaaS companies:

1. Meeting customer expectations

Customers expect to hear back from you within half an hour. Whether that’s fair to you or not isn’t their concern. What matters is that, if you don’t live up to their expectations, they’re going elsewhere—and often to a competitor.

Immediacy means you’re able to meet customer expectations by giving them the information they want, and quickly.

2. Minimizing your workload

If you fail to reply to a customer within 30 minutes, it takes them just one hour before they’ll try reaching you in a different way. That means you’re receiving duplicate messages and expending more resources to answer them.

By embracing immediacy, you’re able to streamline the communication process for your team, saving time, money, and sanity.

3. Growing your business

When you quickly answer a customer’s query, they’re much more likely to continue their SaaS subscription because you’ve met their expectations. This alone will build brand loyalty, increasing your LTV per customer.

The Bottom Line

As a SaaS business, it’s important to invest in care and communications in order to grow. Take the guesswork out of growing your business by embracing processes and tools that make immediate communications a reality. This way, you can take action immediately to strengthen customer relationships – and they’ll be more likely to invest in you as well.