There is one particular project that I mange where one thing that I often do is reply to people right away. Even if I don’t necessarily have all the answers and solutions I always figure that acknowledging that I got their message and am looking into it generates a lot of trust and understanding for the business. I know many people would only respond was they are show they know everything. But I personally find giving a fast reply makes people feel more appreciated as oppose to just being another number I guess you can say.
Now it could be counterproductive as well where one could complain that you are giving them a clueless response. But more often I find when it comes to the business and customer relationship giving a fast acknowledgment reply will go a long way to making you stand out from say a larger corporation that is only going to get to you when it is actually your turn. You could say that is due to them having way more people to handle which is true of course. But that should mean you can take advantage of that to help you stand out.
Doesn’t really cost too much money or anything to do as well but it is definitely worth a lot in the customer’s mind.