“If someone reaches out and has a great experience we're able to answer their question in 2 minutes they find a competitor and out to them and they don't hear back for 48 hours that says something about who they are as a company.”

Fast Response Time Is a Moat — Competitors Lose on 48-Hour Reply Windows

In a world where app clones can be shipped in weeks, customer support speed is a genuine competitive moat. When a frustrated user contacts two competing apps and gets a 2-minute reply from one and silence from the other, the decision is made. Captions treats 58-second median first response time as a strategic asset — not a cost center — because most competitors do not even have dedicated support.