Wait times can be a determining factor in the user experience. With Sirena Bots: Response Time you have a tool to manage your visitors’ expectations. Discover how it works in this article.
How does Sirena Bots Response Times work?
At Sirena, we understand that wait times shouldn’t be taken lightly and can make the difference between a good and bad user experience.
That’s why we decided to add the new Response Time feature to Sirena Bots. This feature can be activated or deactivated as desired using the control panel.
Normally, bots do the initial filtering when a visitor contacts a company’s website. When your team is busy and not able to respond to potential clients, bots divert them to an agent or group of agents who will work with them.
When you activate the Response Time feature, the bot calculates the estimated time that the agent or team wil take to respond to the question and will inform the visitor directly in the chat.
To activate the feature, you need administrator permissions. Then go to conversational channels on the dashboard and go to the “When users initiate a conversation” section available in the Sirena Bots actions.
You’ll see a feature called “Share your typical response time.”
Where does the response time communicated to users come from?
The response times the bot will display are the same ones you can see on the Sirena dashboard. They are calculated from your agents’ interactions over the previous seven days.
If fewer than five conversations were initiated over the previous seven days, the latest known response time will be used. Keep in mind that they must be conversations with agents, not with the chatbot.
If your response times are longer than five minutes on average, we recommend activating this feature to keep your users informed.
How is the response time displayed to users?
The options for displaying the wait time have an approximate window based the section that fits your response time.
If the response to an inquiry usually occurs in the first 50 minutes, the bot will report in minutes. For example, “We normally respond in under X minutes.”
When the response time is between 50 and 70 minutes, the bot will report a service time of approximately an hour: “We normally respond in about an hour.”
For over 28 hours, the bot will tell the client to expect a response the following day.
Why is this feature important for Sirena clients?
You can’t provide customer service if they are feeling frustrated by uncertainty.
According to Norman/Nielsen Group, user attention to a conversation last for up to 10 seconds, after which it starts to decrease.
That’s why it’s important to keep the user informed about the process the entire time, but especially when you know there may be delays.
Informing users of what will happen next considerably improves the experience they have when interacting with the company.
At Sirena we try to stay a step ahead of the needs of our clients. That’s why we have developed this tool to help them easily manage their clients’ expectations.
The Response Time tool provides predictability to company’s clients and a better user experience: it helps reduce anxiety levels and ensures that visitors don’t feel that their questions are being ignored.
Additionally, users and visitors have the opportunity to manage their calendar more efficiently. In other words, depending on the wait time, they can anticipate when their question will get a response and can do other tasks while they wait. A win-win situation.
A good experience can translate to client engagement, which is key to retention metrics.
In short, informing your visitors about wait times for service requests will lead to a better user experience.
Manage your clients’ expectations by reporting your response times!