In the world of online business, every second counts. The response time to a lead (that potential customer who has shown 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 initial contact.
According to data from InsideSales, the chances of converting a lead within the first five minutes after initial 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 probability of conversion decreases fourfold. Therefore, acting quickly is essential to capture the customer’s interest when 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 inquiries. This data reveals a great opportunity for companies looking to stand out in the market. By improving response agility, a company not only increases its conversion chances but also demonstrates a commitment to customer service.
According to Alberto Filho, CEO of Poli Digital, a developer of technologies for centralizing and automating customer 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 they know immediately that their request has been received and is being processed. This not only saves time but also conveys professionalism and attention to the customer,” says the CEO.
Additionally, training your team is crucial for responding 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 service quality,’ highlights Filho.
Another important strategy is to monitor customers interested in a company’s products in real time through specific software. Alberto explains: ‘These systems allow identifying which leads need immediate attention, helping your team prioritize the most urgent and promising contacts.’
“To stand out, it is essential to seek continuous feedback on response times and customer experience. Regularly evaluating these indicators will help your company identify weaknesses and implement constant improvements in the process,” concludes the CEO of Poli Digital.
