Via amexopenforum:
Now that people are connected 24/7 thanks to the Internet and Internet-enabled mobile devices, they expect the businesses they frequent to be available as well. Here’s how long you should take to respond to customer service requests based on method of contact:
- Phone: answer within 12 hours
- Text: answer within an hour
- Email: answer same business day
- Blog post comments: answer within 8 hours
- Social media comments: answer within 4 hours
- Mail and fax: answer within 48 hours
From OPEN Forum’s "Can Your Company Offer Real-Time Customer Service?" by Barry Moltz