Today’s consumers are exceptionally impatient and as we become more digitally-connected and globally-minded, we expect companies to follow suit – and operate relevantly to an always-on world.
It’s definitely getting easier to do that and using technology like chatbots, “always-on” businesses are becoming the gold standard.
The bad news is that recruitment businesses have been slower to adapt to this new always-on reality.
Recruitment businesses – where convoluted processes still run rampant – are particularly guilty of not meeting clients and candidates on their terms. And they are probably sick of waiting.
It’s time for a change and here’s how recruitment businesses can adapt to deliver the always-on digital experience clients and candidates expect.
A 2011 Harvard Business Review study found that if sales people waited longer than five minutes to follow up after a person completed an enquiry/contact-us form, their ability to connect with that buyer decreased by a factor of 10. That study also found that only a small percentage of companies responded within that five-minute window.
But a lot has changed since that report was written in 2011. Technology has changed, buyers have changed. We’ve even had a pandemic to deal with.
So if 5 minutes was too slow in 2011, how quick do we need to be today?
46% of respondents said they expect a response within 5 seconds or less when using a chatbot; 43% expect the same using online live chat; and 33% when using a phone or video call. In fact, this need for immediacy grew across the board averaging an increase of 25%.State of Conversational Marketing, Drift
Five seconds or less! We’ll let that sink in for a second.
That’s how fast the consumers of today expect a reply when there’s a chatbot or live chat being used. One-in-three buyers expect the same via a phone or video call.
According to a recent report from Twilio, the 2020 pandemic has sped up digital transformation for most companies by years. And according to McKinsey, more than one-third of your potential clients now prefer digital self-service and engagement over in-person meetings.
Thankfully, recruitment businesses now have greater access to automation and chatbot technology – than years prior. This means that recruitment businesses can now engage clients and candidates without the restrictions of a nine-to-five workday and with the immediacy that they expect.
Using AiRecruiter, recruitment businesses can now wrap their client and candidate journeys in a conversational layer, which not only provides a delightful experience, but increases revenue opportunity through immediate engagement and pushing these users through our ‘ConversationalGrowth’ module.