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How to Reduce Customer Service Response Times

There is a direct link between fast response times and customer loyalty

Getting a fast, accurate answer to their query is the number one priority for customers when contacting a brand.

Whether it is on the telephone or digital channels, most consumers expect to receive rapid responses. Moreover, their idea of rapid is shrinking. Our research found that 90% of consumers demand an ‘immediate’ response to their question. Significantly, for 60% of people, this means under 10 minutes.


Forcing your customers to wait has a major impact on customer satisfaction. In fact, it contributes directly to lower CSAT scores, higher churn, and a poor corporate reputation for service.

So, what’s stopping customer service teams from delivering a quick turnaround? There are multiple factors are involved. Not only are companies are faced with a growing number of enquiries but many of them are increasingly complex. Customer are demanding to use more channels too while contact center resources and budgets remain fixed.


Most important, how can contact centers reduce response times? This Customer Service Response Times Guide sets out a range of techniques to help hard-pressed customer service teams deliver fast, consistent, and accurate answers. So that you can not only meet but even exceed changing consumer demands.

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Guide: How to Reduce Customer Service Response Times

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About Enghouse Interactive

We are the world’s most reliable contact center technology provider. Our global brand is built on our track-record of consistently honoring our commitments – to our customers, our staff and our shareholders.  

Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software and service solutions that deliver enhanced customer service and transform the contact center from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably. Globally, Enghouse Interactive’s divisions support over 10,000 customers across 100+ countries, respecting local regulatory requirements, and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our customers can be reached by their customers – anytime, anywhere, and via any channel.

Contact Us

Phone: 1-833-ENG-INTv (364-4688) Email: [email protected] Website: www.enghouseinteractive.com

Contact Us

Phone: 1-833-ENG-INTv (364-4688) Email: [email protected] Website: www.enghouseinteractive.com

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