In the world of online business, every second counts. The response time to a lead (that potential customer who showed interest in a product or service and provided their contact information) can make the difference between closing a sale or losing a valuable opportunity. Studies show that the chances of converting a lead are affected by how quickly a company responds to the first contact
According to InsideSales data, the chances of converting a lead in the first five minutes after the first contact are impressive 21 times higher than if the response takes 30 minutes. Furthermore, when the response time extends from five to ten minutes, the conversion probability decreases four times. Therefore, acting quickly is essential to capture the customer's interest at the moment they are most engaged
Complementing this information, A HubSpot study shows that 78% of interested buyers tend to purchase from the company that responds first to their questions. This data reveals a great opportunity for companies that want to stand out in the market. By improving response agility, the company not only increases its chances of conversion, but also demonstrates a commitment to customer service
According to Alberto Filho, CEO of Poli Digital, developer of centralization and automation technologies for service channels, one of the most effective ways to improve response time is to invest in automation
Technological tools can be configured to send automatic messages as soon as a lead makes contact, ensuring that he immediately knows that his request has been received and is being processed. This not only saves time, but also conveys professionalism and customer attention, says the CEO
Furthermore, training your team is essential to respond to leads quickly and effectively. A well-prepared team understands the importance of agility and knows how to handle different types of requests without compromising the quality of service, Son
Another important strategy is to monitor interested customers in a company's products in real time through specific software. Alberto explains: "These systems allow identifying which leads need to be attended to immediately, helping your team prioritize the most urgent and promising contacts
To achieve prominence, it is essential to seek continuous feedback on response times and customer experience. Regularly assessing these indicators will help your company identify weaknesses and implement continuous improvements in the process, the CEO of Poli Digital resigns
