What customers should expect.
WHY IT MATTERS
Without a stated expectation, a customer who does not hear back within an hour assumes you are unresponsive.
WHAT TO STATE
Your hours How quickly you respond, per channel What to do if it is urgent
WHERE TO STATE IT
Beside your contact details On your contact page In your automated replies
WHAT TO PROMISE
What you will actually meet.
Promising an hour and replying in a day is worse than promising a day.
WHAT IS REASONABLE
Same day for messages during hours Next working day at minimum
FOR OUT OF HOURS
State that you respond the next working day.
An automated acknowledgement helps if it says when a person will reply.
WHAT NOT TO DO
State hours you do not keep Leave it unstated and hope
WHAT TO MONITOR
How long enquiries actually wait.
WHAT TO FIX
Anything consistently exceeding what you promised.
