Choose a response target based on staff capacity, operating hours, and the type of enquiry. Separate a first acknowledgement from a complete quote or answer. Tell customers when messages received outside hours will be reviewed.
Track missed targets by channel and time. If enquiries are too many, improve the public information, add a qualification question, or narrow the offer. Do not advertise a fast response that the team cannot sustain.
KobStore can give a Kenyan business a clear public information point so customers ask better questions before contacting staff. A realistic response promise is more valuable than an impressive but unreliable one.
