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Depends on the use case. If someone's having a dire emergency (or something that's hit a serious block), I answer them immediately. However, if they, say, can't find a button on an interface, telling them where the button is in 30 seconds or less will yield an immediate firing back: "I already tried that, that doesn't work!!" 60% of the time. Waiting 15 minutes to even up to four hours to answer the email will yield "Awesome, that works, thanks and thanks for answering so quickly!" most of the time, in my testing. In fact, each and every time I deal with a difficult customer, when I go back and look at the thread, der, I answered them in under 5 minutes. I like to answer fast, but I have very much found that it hurts rather than helps so very often. Gotta wait for some of that frustration to dissipate so that they're calm and able to read and follow instructions again. Frustration does not aid reading comprehension - when you're frustrated, sometimes you don't even read the response before firing back! I myself have been pretty guilty of this as a customer. |