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We have moderation practices in place to escalate posts to an employee to respond when a member does not receive a peer response within 24 hours. Living in an on-demand world, I think that humber should be even lower. At 36 hours, you may have lost the opportunity to keep that customer engaged.
I don't have anything to reference to back up my position, only experience. But if enough external community managers respond with what they're practicing within their respective organizations, perhaps this thread can be your reference point.
Hi Dan -
Thank you for your response. We have assigned monitors to every space in our community. At the beginning, we had the same rule: an employee responds to customer posts within 24 hours. But over time, our response time has changed to an average of 36 hours. This hasn't impacted adoption. It remains high, with slight increases month to month. Engagement, on the other hand, has it's ebbs and flows, but I don't have metrics that would correlate response time to levels of engagement.
I, too, am curious to see others response.
We try to set SLA's around 24 hours. But the reality is our user want a answer or response asap. if you can get a response with in the hour then the stay engaged with you. Now with the email notifications I would love to see that sla moved to 12 hours maybe 6.