Slow Replies Are Costing You Customers. Here's How to Find Out How Slow.
Ask any owner how fast they answer new inquiries and you'll hear "pretty fast." Then test it. The form goes to an inbox nobody checks on Saturday. The Facebook message sits for two days. The voicemail box is full.
Why speed matters so much
Research published in Harvard Business Review found that companies who contacted online leads within an hour were nearly 7 times as likely to qualify the lead as those who tried an hour later, and far more likely than those who waited a day or more. Customers reach out to several businesses at once. The first one to answer usually gets the job.
What a lead response audit tests
A lead response audit is a secret-shop of your own business, done the way a real customer would:
- Website form: does it send, does anyone reply, and how fast?
- Email: time to first reply and whether it answers the question.
- Phone: answered, voicemail, or full mailbox; whether anyone calls back.
- Facebook and Google messages: the channels most often forgotten.
Each reply is timed and scored. You get a scorecard and the 3 fixes that would win back the most customers.
What usually goes wrong
- Inquiries land in an inbox only one person checks.
- No auto-reply, so the customer doesn't know you got the message.
- Facebook or Google messaging is turned on but nobody watches it.
- Call-backs depend on someone remembering.
Most of these take an afternoon to fix once you can see them.
Try it
Start with the free Website Lead Score to check your site. Then book the $99 Lead Response Audit for the full test across every channel, with results in 48 hours.
Next step: Book the $99 Lead Response Audit