The phrase ASAP (As soon as possible) has become a ubiquitous shorthand for urgency. Whether it’s a support ticket, a complaint resolution, or a simple query, service teams are often expected to address issues ASAP.
However, ASAP is ambiguous and unworkable as a timeline, as it’s highly subjective and non-specific. A lot of room is left for interpretation. Sometimes, ASAP is used to create urgency.
In an era where immediacy is celebrated - whether through instant messaging, one-day deliveries, or real-time updates - ASAP can seem inadequate. It shifts the burden of interpretation onto the customer, potentially eroding trust when outcomes fall short of expectations.
We want to explore how ASAP shapes customer service today. Is it time to retire ASAP in favor of clear, actionable timelines?
In this panel, we want to discuss specifically:
- What does ASAP mean to you in the context of customer service? Are there specific scenarios where ASAP is not the best approach?
- What are the operational barriers moving beyond ASAP?
- Does using ASAP as a directive create undue stress for service teams?
- Can you share examples of where ASAP worked well and where it fell short?
- Is there a case for moving towards hyper-personalized service timelines? Can you give some use cases?
The panel discusses this in detail through this webinar.
Panelists:
Ms. Shilpi Mishra - Head of Customer Success at FREED
Mr. Jaydeep Ghosh - Managing Director, Operations at Continuum Global Solutions
Mr. Dayananth Varun - Director Of Field Marketing at Relevantz
Moderator:
Mr. Uthaman Bakthikrishnan - Executive Vice President at ClearTouch
Discussion Points:
1. ASAP (As Soon As Possible) has long been synonymous with urgency in customer service, often driving quick responses to customer queries or complaints. While this focus on speed can delight customers in specific scenarios, it may not always be an optimal approach. What does ASAP mean to you in the context of customer service? Are there particular scenarios where ASAP is not the best approach?
2. Do you follow a nuanced approach toward customer service, or are you in favor of ASAP? What are the barriers you see to moving away from ASAP timelines?
3. The relentless push for ASAP responses can affect employee morale and productivity. Service agents may feel pressured to prioritize speed over accuracy, leading to burnout and reduced job satisfaction. What are your views on ASAP as a directive for customer service?
4. Can you share examples of where ASAP worked well and where it fell short?
5. Hyper-personalized timelines consider the customer’s context, preferences, and the complexity of their issue, shifting from “ASAP” to “As Appropriate and Personalized.” Do you think there is a case for moving towards hyper-personalized service timelines? Can you give some use cases?
#webinar #customerservice #customerexperience #CX #customerfeedback #asap #customerengagement #customercare #customerrelationships