Delay Welcome Message
Wait a bit before sending your first message. Sounds weird, but instant replies can feel robotic. A small pause makes it seem like a real person is thinking about what to say.
Why wait at all? Most people expect some delay when messaging a business. If you reply instantly, they might think it’s just a bot. A minute or two feels more genuine.
How Long to Wait
- 1-2 minutes: Works for almost everyone
- 3-5 minutes: If your service isn’t super urgent
- 5-15 minutes: For things like legal advice or big projects
- 15-30 minutes: Only if customers aren’t in a hurry
Why Timing Matters
Too Fast (0-30 seconds)
- Feels like a bot
- Customers might not trust it’s a real person
- Can seem impersonal or automated
Just Right (1-5 minutes)
- Feels natural and thoughtful
- Shows you’re a real person who took time to read their message
- Still fast enough to keep them engaged
Too Slow (30+ minutes)
- Only works for non-urgent services
- Risk losing customers to faster competitors
- Good for complex services where customers expect research time
Setting Your Delay
- Consider your industry - Emergency services need shorter delays than project-based work
- Think about customer expectations - What would feel natural to receive?
- Test different timings - Try a few options and see what works best
- Adjust by source - Maybe Thumbtack customers expect faster responses than Yelp
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