Please be sure customers' time expectations are realistic. We're losing them after short waits.
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Anonymous commented
I agree,
Customers also need to be informed that it is only one question at the beginning.
If it snowballs, as they usually do then we can Offer a Premium Service. -
drdmrl commented
Agree . Customers have to understand and agree that the experts may also need to investigate to be able to give the best answer to their questions .
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Randi commented
I agree totally with all these comments!
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George Malhiot commented
Let the customer know that we are working and or researching their question or questions, sometimes it takes longer to answer that what the time is allowed. Sometimes, customer ask a 3 - 5 fold question in one, we do our best to answer or get to it. Sometimes the questions may take a specific expert that is not online. That expert could somehow be notified that there's a question waiting that might fit their skill.
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Muddyford commented
Agree 100% if its over 10 hours old I rarely touch it anymore, this just started becoming a concern in the past 2 months. Something changed were they think they need an answer within 10 minutes or goodbye and never view it. This is the real world, no expert knows every answer and said expert is not online all the time. Customers need to know it may take 1/2 day before the correct expert comes along.
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Dr. Bob commented
Customers reject answers they believe they've waited too long to receive. Even in sparsely populated expert fields.
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Dr. Bob commented
I've seen dozens of customers angry after relatively short waits, even in the wee hours. Their expectations are unrealistically high, especially for specialties with few experts online.