Your visitors expect a reply within 10 minutes. At weekends, it comes 384 times later

“Immediate” does not mean the same thing to you and to your visitors. For a business, replying the same day is fast. For a visitor comparing three providers on a Sunday evening, it is slow.

What consumers call “immediate”

HubSpot surveyed 1,000 consumers in 2018. For a sales or marketing question, 82% rated an immediate response as important or very important. For a customer service question, the share reached 90%.

Expectations that are spreading

More recently, Zendesk’s CX Trends 2026 study, covering 6,182 consumers in 22 countries including France, says 74% now expect service to be available around the clock thanks to AI. Zendesk sells customer service software: read the figure as a stated trend.

Reply within 10 minutes, even when closed

• An immediate reply does not have to be a complete one: confirming the request and saying when the visitor will be called back already counts.
• Answer recurring questions without waiting: opening hours, service area, starting prices, documents to prepare.
• Keep a record of every exchange so whoever calls back knows what it is about.