Reduce Customer Service Response Time In 7 Efficient Ways

Table of Contents

customer service response time

Last Updated: February 2025

One of the cardinal rules of good customer service is responding to customers as fast as possible. Setting the tone early boosts overall productivity and positively influences the conversation in your customer support team. It’s no wonder that business owners closely track response time as a metric.
Slow response may indicate inefficient routing or insufficient helpdesk staff. Addressing these issues can improve customer service efficiency.

This delay in addressing customer inquiries can also be a sign of a disengaged workforce. To enhance customer satisfaction, promptly address the issue of prolonged customer service response time. It’s crucial for improvement.

SuperOffice - customer service response time

A survey by SuperOffice revealed that 88% of customers expect a response within an hour of contacting a business. Average response times varied widely – from an excruciatingly slow 8 days to a lightning-fast 1 minute – across 1000 companies, the survey showed. Response time can trigger a chain of events that can be felt across the average customer journey. For starters, it is closely linked to another important customer service metric: abandon rate or the average number of customers that choose to hang up rather than wait for an agent to answer.

It directly impacts the average length of time that a ticket remains open, all of which can dent the all-important C-Sat score for your team. And as we’ve discussed before, C-SAT can have a major impact on a company’s bottom line.

Poor response time is perhaps one of the biggest reasons why brands find themselves on the defensive when it comes to social media reviews. This is because a dissatisfied customer is more likely to spread the word among friends and colleagues about their less than satisfactory experience than a happy one. If it takes your team longer than 24 hours to respond to a negative social media review, it could have a negative impact on sales.

How to Improve Your Customer Service Response Time

Faster response time equals better closing rates which in turn influences revenues and customer engagement. Wondering how to take control of your customer service response time?

Here are a few proven strategies that can help you get the job done:

Analyze your performance

If your average customer service response time has been higher than the goal, it may be time to review the process followed by your agents to resolve customer queries. The problem may be the scheduling of workflow structure you are following. Leverage multi-channel data analytics to segment inbound volumes and prioritize them by order of importance.

If your helpdesk software allows you to tag or categorize individual tickets as ‘refund requests’ or ‘product question’, get your agents into the habit of categorizing them and then analyze which tickets take the longest to resolve.

Perform a root cause analysis and ask your agents for feedback on the processes that need to change. Do a dry run to see if the goal is being met. Depending on the outcome, you can:

  • Update the FAQ page with information regarding returns or refunds
  • Identify training needs across the team and do a process refresher if required.
  • Align scorecard metrics with the most critical customer contact drivers.
  • Check agent adherence and talk to the outliers.
  • Analyze whether you need more staff for peak hours and whether outsourcing will be an effective alternative.

Deploy Integrations

So, if you use Zendesk as your help-desk solution and Shopify for managing your orders, it is a complete no-brainer to enable your agents with a Zendesk-Shopify integration. Why? If an agent has to juggle between Zendesk and Shopify every time a request comes in, it not only leads to significantly slower resolution times but can also lead to significant agent fatigue, slowing down your entire queue management.

Most companies require agents to use multiple software and even if an integration does not exist, it can be very useful to get one built for your team. This will lead to a massive positive ROI in the long run.

Enable Your Agents To Take Decisions

Tickets resolution times can go up considerably if a certain category of cases requires escalation to a manager or another team. Try to resolve as many requests at the first tier as possible. Lack of trust in agents for simple decisions like refunds or returns signals a need for serious training improvements. They should be trained on not just what your brand stands for but also on your unit economics.
Understanding production, storage, and shipping costs empowers them to consider margins when deciding on exchange requests.

Setup Quality Software Systems for Agent Knowledge Base

This is especially important if you have a technical product line or a SaaS offering. An agent can receive 100s or even 1000s of kinds of requests and sometimes, no amount of training can make them technical experts on your product line. The aim here is to reduce the number of escalations to you or your technical team. So, whenever you come across an escalation request from the agent, simply add it to your knowledge base. This will not just make it easier for your current team to find the answer when such a question appears next time, it will also help when training fresh recruits.

Setup Specialized Workflows

30%-of-the-escalation-requests-in-real-timeCustomers hate it when a request gets escalated and if they have to wait for a response or if they have to talk to someone entirely new, and explain their situation all over again. To avoid longer handle times and boost your first contact resolution rate, enable real time collaboration between your tier-2 team (for example, your engineering team) and your front line/Tier-1 agents. Your agents should be able to reach out to your back-end/Tier-2 team on a real time basis over tools like Slack and at least make an attempt to provide a quick response to a customer. Even if the engineering team is able to respond to 30% of the escalation requests in real time, it will significantly boost your C-SAT and might help you meet your.

Using the insights from your review, you can optimize existing workflows by integrating multiple support tools such as chat and email. This will make it easier for your team to prioritize tasks and to get a better view of customers’ problems without having to ask them too many annoying questions. Customers dislike being transferred between departments, repeating their situation. Research indicates this as a common frustration when calling service providers.

Agents must know the real-time status when sending requests to a back-end gatekeeper to avoid upsetting customers. Integrate with Slack or Google Hangout for agents to provide customers with real-time updates without accessing multiple platforms or second-guessing.


Customer patience increases when they know when to expect a response, especially after a long weekend or holiday. All they need is a confirmation that we are working on their request. There may be instances when we cannot resolve a particular issue immediately.
In some instances, we may not be able to resolve a particular issue immediately. A heads-up to the customer can take the pressure off your agents and make for better customer experience. Use tools like email autoresponders to:

  • Respond to incoming messages immediately and let customers’ know their request has been received.
  • Include useful information like your hours of operation, FAQ page links, and other ‘how-to’ content.
  • Alert customers about scheduled downtime
  • Provide payment confirmation, estimated arrival time and order tracking reference number

Email Templates

This is a simple but highly effective way to keep up with customer emails. For the most common queries, using email templates saves time and enables agents to provide better service. For example, if a customer abandons a purchase, an automatic follow up email can make it easier for the customer service agent doing a call back to close the sale. Automatic email templates are a great way to help your agents respond faster to customer requests without feeling burnt out.

Route All Ticket Creation Through a Request Form

Let's-Figure-Out-your-Issue

Reason-for-RequestThis is common sense but a lot many companies still give out their customer service email instead of routing their customers through a basic form. Customers quickly answer basic questions before submitting requests, saving time and serving as a lifesaver for your agents. The form will automatically categorize tickets within the helpdesk, enabling your agents to prioritize and resolve certain urgent tickets. For example, order modification tickets can be fairly urgent and if tickets reach your helpdesk automatically categorized, your agents can focus on the most urgent tickets first, boosting response times on tickets that actually deserve rapid responses (if a customer reaches out to you after placing their order, asking you to ship a different product instead of what they chose). Prioritizing open tickets is not just more efficient, it can make it easier for agents to stay focussed.

Hire More People

Ultimately, don’t shy away from hiring people. Consider outsourcing through Helplama if you lack bandwidth to hire remote staff. Starting with one ticket type, a remote agent scaling to others over time significantly boosts response times and enhances C-SAT. The best part is it will make a difference to the bottom line in more ways than one. Customers tend to spend more, and reduced operating costs enable sustainable scaling, offering growth opportunities for your operations.

Last Words

From delayed deliveries to refunds, customers need their questions answered quickly. If you have a small team, you could do with some outsourced help. Helplama specializes in helping online stores build and scale their customer support without breaking the bank. What’s more, we do not believe in restrictive long term contracts. Instead, we offer tailored solutions that suit every need and budget.

If you need a proven strategy to 10X or even 100X your customer support operation, don’t hesitate to call us.

Automate Customer Support​

Related Posts

AI Generated campaign

Let’s Create Your Perfect Campaign!

"(Required)" indicates required fields

1Home
2URL
3Industry
4Graphic Theme Preference
Generate using Prompt
Generate without a Prompt

Example prompt: “Can you create a newsletter talking about how new GDPR regulations will affect the IT sourcing industry?”

Templates available

Template_93

Can you generate a blog email with the topic ‘Business Tips: A Brief Guide to Data Attribution Models,’ including the recommended blogs?

Edit prompts
Template_249

Can you create an email for showcasing features? highlighting three features from our website OR This prompts can be used if there is a chance user might tell us which features in advertise ‘Can you create an email to showcase features, highlighting Explore with AI, Best Helpdesk, and Boost Your Productivity from our website?’

Edit prompts
Template_251

Please create a welcome email that introduces new users and highlights the benefits of each plan. The plan details can be referenced from our website’s plans page.

Edit prompts
Template_69

Can you generate a 3-step email sequence for a discount campaign?
Day 0: Introduce the offer and highlight its value. Use an engaging tone to capture attention and create urgency.
Day 2: Send a follow-up email as a gentle reminder of the ongoing discount, reinforcing the value of the offer.
Day 4: Send a final email emphasizing that the discount ends soon. Include a strong call-to-action to encourage immediate action.

Edit prompts
Template_95

Please generate an email announcing the Fall Discount. The sale offers up to 25% off and is valid until October 8. Include the discount details for different plans: the Basic Plan offers a 10% discount, while the most upgraded plan offers a 25% discount. Plan details can be referenced from our website’s plans page.

Edit prompts
Template_225

Please create a webinar welcome email. The webinar topic is ‘How to Market to Generation Z,’ and it starts on January 16, 2025, at 8 PM.

Edit prompts

Templates available

Template_93

Can you generate a blog email with the topic ‘Business Tips: A Brief
Guide to Data Attribution Models,’ including the recommended blogs?


Edit prompts

Template_249

Can you create an email for showcasing features? highlighting three
features from our website OR
This prompts can be used if there is a chance user might tell us
which features in advertise</strong >
‘Can you create an email to showcase features, highlighting Explore
with AI, Best Helpdesk, and Boost Your Productivity from our website?’


Edit prompts

Template_251

Please create a welcome email that introduces new users and highlights
the benefits of each plan. The plan details can be referenced from our
website’s plans page.


Edit prompts

Template_69

Can you generate a 3-step email sequence for a discount campaign?
Day
0: Introduce the offer and highlight its value. Use an engaging tone
to capture attention and create urgency.
Day 2: Send a follow-up
email as a gentle reminder of the ongoing discount, reinforcing the
value of the offer.
Day 4: Send a final email emphasizing that
the discount ends soon. Include a strong call-to-action to encourage
immediate action.


Edit prompts

Template_95

Please generate an email announcing the Fall Discount. The sale offers
up to 25% off and is valid until October 8. Include the discount
details for different plans: the Basic Plan offers a 10% discount,
while the most upgraded plan offers a 25% discount. Plan details can
be referenced from our website’s plans page.


Edit prompts

Template_225

Please create a webinar welcome email. The webinar topic is ‘How to
Market to Generation Z,’ and it starts on January 16, 2025, at 8 PM.


Edit prompts

AUTOMATE CUSTOMER SERVICE AND REDUCE REFUNDS

Claim Your 6 months of FREE Credits Now!

Get the code. Use anytime in the next 6 months.

Helplama Helpdesk is now Saufter.io!