What matters
An automatic confirmation and a human attempt to understand the inquiry are different events. Record them separately when present so the team can see when customers receive a meaningful response.
Put it into practice
- Record inquiry arrival
- Identify the useful response event
- Review slow periods and channels
An example in practice
A form receives an instant email at night. The business also records when someone follows up during the next staffed period.
What to track
Compare response intervals by channel and time window.