Customers want instant replies

The pace of customer service has changed — by a lot. According to our survey, 76.5% of CX teams say that customers want answers faster than in previous years. This expectation has led to more support teams adopting automation to catch up to customers.

Here’s the truth: When customers contact your support team, they’re not always looking for the human touch. All they want is a solution. Oftentimes, the best-case scenario is if they don’t have to talk to an agent at all.

Fun Fact: Customer experience professionals ranked Response Time as the #1 customer service metric to track during the holiday season.

How to answer common customer questions quickly

Luckily, there are plenty of AI and automation tools out there to help you deliver customer service faster than your best agents, including Gorgias.

What success looks like: VESSEL

Luxury golf apparel brand VESSEL sees rising customer expectations in real time. Selling premium leather bags with patented tech, their CX team receives thousands of customer questions a month about product details, order confirmations, and discount codes.

To quickly answer customer concerns, they used Gorgias’s AI Agent, which sends personalized responses to customers. In a month, they automated 20% of email tickets and cut response time down to 58 seconds. On average, AI Agent, resolved and closed tickets in 1 minute and 6 seconds.