Heyo! Welcome to the $100 R. M. B. A Better Business. One episode at a time every single day with our daily 10 minute business lessons for the real world. I'm your host, your coach, your teacher

Omar Z at home. I'm also the co- coach, your teacher Omar at home.

I'm also the co-founder of Webinar Ninja, an independent software company

has started with my partner back in 2014.

And in today's lesson you will learn, how fast

should your customer support response time be?

I get asked this question a lot in podcast interviews. I've seen these discussions on Twitter.

Some say you don't need to be that fast, 24 hours response time is fine,

others say no, the faster the better. How fast do you have to get back to your customers?

How important is it to your success as a business to converting interested people to customers and keeping those customers happy?

We get into all the details as well share real examples from my own business on the effect of speeding up your response time when customers reach out.

So let's get into it. let's get down to business.

Before we begin, let's define support response time. In the industry, there is what's called first response time and Resolution Time.

First Response Time is the amount of time it takes for you to respond to a customer for the first time.

This does not include your auto email that goes as says hey we got your email this is the

first message from you or your support team actually responding to your

customer or potential customer this could could be via email, this could be chat, this even

can be phone support. Now it's really important for us to define first response time because

it's really important to know what stat, what we're actually tracking when it comes to

customer support.

At the end of the day, if you're a customer and you're reaching out to a business, you want

to hear from them.

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