Customer Experience News & Trends

How long will customers wait to buy something?

Move fast, contact center pros! If you don’t help customers in this amount of time, they aren’t buying.

Two minutes. Nearly half of customers won’t wait longer than that for attention from employees (on the phone, online or in a line). If they don’t get it, they’ll likely abandon their purchase, Barclaycard research recently found.

The good news: Attention doesn’t have to be hand-holding through the buying process. Many customers are satisfied if an employee acknowledges them. Then they know someone will eventually help.

To give customers faster attention, consider putting agents on a rotating schedule so their only job for an hour a day is to answer phones personally – then transfer calls to agents who can help (albeit after a short wait).

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