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.

Although in its infancy, the new platform has already been receiving positive feedback from suppliers:

“I’m really impressed with the introduction of the new Messaging service channel for contacting leads. It’s clear that Easy Weddings is evolving to meet the preferences of couples in today’s digital age, providing a seamless and convenient way for them to engage. This approach not only streamlines communication but also demonstrates a commitment to adapting to modern expectations, ensuring that interactions are both efficient and aligned with how couples prefer to connect.” Celebrant Carla Davern.

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.

Respond fast, win trust

We live in an instant-everything world, and wedding planning is no exception. Couples don’t want fast communication; it’s now an expectation.

By embracing WedXM’s Real-Time Messaging, you will not only meet the couples’ expectations but also stand out from the competition and continue towards your ultimate goal: growing your business.

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.