₦airaland Forum

So it’s a good idea to be responsive when either selling, communicating, or dealing with any other needs of the customer... but what does responsiveness mean?

Responsiveness in a business context isn't just about being fast, timely, or instant; but providing a valuable answer to the question as quickly as possible.

Responsiveness is about taking relevant, helpful and valuable action quickly when the customer or potential client reaches out.

So are you being responsive when a customer sends you an Instagram DM or WhatsApp message and they receive an instant auto prompt message?

What if the message reads something like, “Thank for contacting XYZ premium services, your business is important to us, how can we help you today?”

What if this is the automated response that the person receives RIGHT AFTER they have sent you the message WITH THE ENQUIRY already?

Does this count as being responsive?

The auto prompt message might be instant or timely, but it has provided no value and it hasn’t been helpful in any way.

This is not a good way to be responsive in your business... especially if you take 6 hours to respond to them after the automated message.

To be truly responsive when it comes to messaging, you have to make it someone’s dedicated and scheduled responsibility to run through the inbox regularly and deal with the requests.

It’s wrong to think that because tech allows us to do things faster, that we are being responsive when we apply tech to the process.

Being responsive is not just about “how fast”, but also “how well” and “how diligently”.

I think most potential customers would prefer a HELPFUL message that comes in 1 hour later, rather than the instant, robotic, automated message that adds no value at all.