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

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

waiting more than a few seconds for a screen to refresh is unacceptable to most customers

none of these are applicable

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

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