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Research Reveals How Long Customers Will Wait | Response Mine Health

In the digital age, consumers have come to expect near-instant responses to their questions and concerns.

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Research Reveals How Long Customers Will Wait | Response Mine Health

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  1. Research Reveals How Long Customers Will Wait Response Mine Health

  2. In the digital age, consumers have come to expect near-instant responses to their questions and concerns. And, for healthcare providers meeting this expectation can be difficult. New research is pointing to just how long patients are willing to wait, on the phone, before seeking out a new healthcare provider. • For companies looking to differentiate themselves in the highly-concentrated health industry, providing exceptional and fast customer service can serve to create an unshakable advantage. In fact, 57% of patients over 50 still prefer to call to get their healthcare-related questions answered by a live person. • The key to managing customer communication preferences falls back on how quickly you can get them the information they need, when they need it, without extended delays. In a recent Response Mine Health survey, marketers found that how long a customer is willing to wait is highly dependent on their age.

  3. While all respondents were willing to wait on hold, Millennials were less likely to wait more than two minutes before hanging up and calling another provider. Baby Boomers were willing to hold for up to five minutes before hanging up. • When patients are sent directly to voicemail, this often negatively impacts their customer service experience. With 30% of customers hanging up without leaving a message, your business could be losing customers and not even know it. Having a live customers service department can at least capture some of these new patients and get them the answers they need before they seek out other providers. To see the impact that forcing new patients to leave a voicemail can have on your business, click here.

  4. Getting customers to a live representative in under two minutes can be challenging without the right infrastructure in place. As the only marketing agency with a fully HIPAA compliant call center in the United States, Response Mine Health is ready to help! Our expertly-trained and proven customer service professionals leverage the best customer support practices to ensure that all of your customers get the live support they expect. • To learn more about how our award-winning call center can take your business to the next level, contact us today at 404-800-9499 or visit Response Mine Health.

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