Regarding responding quickly to customers with e$-$service.

a the expectation for quick turn$-$around on customer questions is about the same as if has been for several years.

b$.$ customers are very understanding when e$-$service is slow, especially when dealing with a small company that may have fewer resources

c$.$ Waiting more than a few seconds for a screen to refresh is unacceptable to most customera.

d long pauses of several minutes in chat sessions are generally okay because they indicate that you are thinking about the customer's request