We’ve just launched a new survey into customer support failures because existing research has made one thing very clear: responsiveness matters. But it has also left one major question unanswered – what...
Category - Responsiveness
Responsiveness, as a topic concerning the offering of any service, covers all the issues related to responding to unsolicited enquiries, to minimize friction and demonstrate respect for the time, effort and interests of those being served.
Gabriel Fitzpatrick
Are We Racing to Answer the Front Door, or Just Adding More Doors?
The question behind the knock At ReplyResearch, we keep coming back to a deceptively simple question: what actually happens when people try to contact an organisation? Not what the website appears to promise, but what...
Client Acquisition has a stealthy Evil Twin: Responsiveness Deflation
How reply failure turns hard-won paid-for demand into a stranded asset Customer acquisition cost inflation is usually explained as a media problem. Ad prices are up, search is more competitive, social channels are...
Peter Friedman
ComplianceCXEmailImpact of AIInsightsReachabilityRepliesReputational harmResponsivenessRevenue Leakage
The Perception Gap Is Really a Reply Gap
Why poor digital experiences are pushing customers away – and what responsiveness research tells us to do about it A third of customers switched brands in the past year because of poor digital experiences...
Agentic AI Can Answer Faster. But Can It Reply Better?
What Alibaba’s customer service experiment reveals about the future of inbound responsiveness The biggest question in modern customer operations is no longer whether AI can respond. It can. The harder question is...
Why Users Despise Your Contact Form
If you want to understand why users despise contact forms, you have to look at them through the lens of effort and control. From an organizational standpoint, the contact form is a defence mechanism. It exists to...
