The critical role of response time in winning couples

In today’s always-on, demanding world, couples expect fast and personalised communication at every step of their wedding journey. For wedding suppliers, response time isn’t just about impeccable customer service; it’s the difference between winning a booking.

Research from Easy Weddings’ Annual Survey tells us that:

• 66% of couples book the first supplier who responds.
• 72.5% of couples expect a reply within 1-2 days; however, half of the suppliers already respond within a day, and 28% respond within an hour.
• 87% of couples prefer to receive responses via email or message.

These numbers highlight a critical truth that wedding businesses need to consider: fast, thoughtful replies build trust and secure couples.

Why response time is more critical than ever

Here’s the truth: every customer interaction is a chance to build credibility – or lose it. A study from SuperOffice found that 62% of businesses never respond to customer emails, and those that do take an average of 12 hours (up to eight days in some cases). Meanwhile, nearly half of customers expect responses in less than four hours.

What can these slow responses cost your business?

• Couples move on to competitors.
• Negative experience spread publicly.
• Trust and loyalty erode.

Conversely, a quick, professional response can make a couple feel valued and increase your chance of conversion. Your business is seen as reliable and communicative.

The CMO Council explains that “the most important factor in a good customer experience isn’t friendliness (or even empathy), it’s speed.”

Easy Weddings is streamlining your communication in WedXM

At Easy Weddings, we’ve been working on prioritising communication between couples and suppliers. The newly minted WedXM, which includes Real-Time Messaging, has been built to help suppliers not only meet but exceed modern couples’ expectations.

Real-Time Messaging is adjacent to a live conversation platform:

• All enquiries appear in your instant messaging inbox with email alerts (so nothing slips through).
• You can respond instantly, keeping all the communication in one place.
• It was built with the next generation of couples in mind, who have grown up with fast and seamless communication.

Maximising your response success on WedXM

• Download the WedXM app with mobile notifications switched on.
• Create draft templates, allowing quick responses without sacrificing details.
• Follow up personally to add connection and warmth.

The impact of timely replies speaks for itself. One Easy Weddings venue client in the highly competitive Whitsundays logged into WedXM’s new messaging service and responded to their very first couple enquiry. Within just 15 minutes, the chat turned into a site inspection booking for the following week — clear proof of how quickly responsiveness delivers results.

For businesses, replying quickly isn’t just about securing bookings. It can shape your public perception, with the average response time displayed in the supplier chat. Keep it sharp and efficient for a strong impression.

Best practice for response and follow up: The Golden Circle

When it comes to converting wedding enquiries, speed is everything. Couples are often reaching out to multiple suppliers at once, so your response time can be the difference between securing a booking or losing it. That’s where the Golden Circle of communication comes in — a simple three-step rhythm that helps you stay responsive, build trust, and move couples from enquiry to confirmed.

Step 1: Acknowledge fast.

Reply within minutes to show attentiveness and enthusiasm. Even a short message can make a big impact:

“Thanks for reaching out, Sarah! Excited to chat about your wedding plans — I’ll send some ideas shortly.”

This immediate acknowledgment shows couples you’re on the ball and ready to help.

Step 2: Add value within 24 hours.

Follow up with substance — share helpful info, quotes, or inspiration to keep the momentum going. For example:

“Here are three packages that might fit your style — plus a few photos from recent weddings.”

It’s about providing value before they even ask, showing that you understand their needs.

Step 3: Nudge at 72 hours.

If you haven’t heard back, send a gentle reminder to keep the conversation warm:

“Just checking if you had a chance to look at the options I sent — happy to chat about what might suit best.”

This soft touchpoint keeps you front of mind without feeling pushy.

By following this rhythm, you’ll not only respond faster but also communicate more strategically — turning more enquiries into genuine connections and confirmed bookings

Have some questions about WedXM and Real-Time Messaging? Reach out to your Business Development Manager, who can help you make the most of the new platform.