Week in Review – October 9, 2015

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2 comments

  • Knowitalll

    Regarding the "speed of answer" issue as presented here. No true expert shoots answers off the top of his/her head. I've often thought that the "an Answer every 9 seconds" advertising gimmick is misleading and sets a tone which may be counter-productive. How about "well thought out answers in minutes" instead.

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  • Anh Nguyen

    Hi Irvin, you are correct that it's counter-productive for Experts to answer fast. What we are looking at here is response time, which includes initial responses such as a greeting or information request. We find that customers are generally happier when they get a quick acknowledgement from an Expert and when they do, they are more willing to wait for the actual answers.

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