Reply time: the one number that changes your sales this month

What the archive shows

When we index a company's conversations, the first thing we measure is the gap between the customer's message and the team's reply. The pattern repeats: customers answered within minutes continue the conversation; those who wait hours go elsewhere.

Why your team is late

• Messages spread across five platforms instead of one screen.
• Repeated questions answered by hand dozens of times a day.
• Night and holiday messages with nobody there.

Three steps you can take this week

1. Bring every channel into one screen.
2. Pull your top 20 repeated questions and write approved answers for them.
3. Make something answer at night — even if it only books the appointment.