Advantages of Votiko’s After-Hours Customer Service for Business
When customer service is handled internally, most organisations only have agents available during business hours, which can be a major issue in terms of ensuring client satisfaction.
Because many customers can’t contact until after they’ve left work, the great majority of firms (and their customer service centres) are already closed.
Sure, emphasising email communications or having a voicemail that is reviewed regularly will help alleviate this issue. However, these solutions are not without drawbacks. When your customer can’t react until after work and you’re emailing while they’re working, voicemail can turn into a game of phone tag, and email exchanges can drag on for days.
Worst of all, all of these solutions create a friction-filled client experience, leaving your customers dissatisfied with your service and unlikely to buy from you again.
That’s where customer assistance after hours and on weekends comes in. Extended customer service is a great plus for your customers… and it leads to a slew of business advantages.
Here are just a few of the many reasons why you should consider providing more customer service:
Increased sales
Flexible customer service hours can result in more sales, particularly from new clients. That’s because prompt customer service replies demonstrate that you care about your customers and their issues, as well as the level of service they can expect when doing business with you. It also lowers the chances of their contacting a competitor because they can’t reach you quickly enough.
But don’t be one of those businesses that exclusively cares about new clients’ extended hours. Otherwise, you’ll come across as someone who is simply interested in making a sale and not in building a long-term relationship with your consumers.
Improved client satisfaction
Customer satisfaction is critical to a company’s success. It aids in the development of client connections, resulting in increased customer retention and repeat purchases. Customers, on the other hand, require quick responses in order for your customer satisfaction to be evaluated as exceptional.
The fact that they need to contact you for assistance with your product or service is already causing them to have a bad day… Further delays in receiving responses would only serve to tarnish your brand’s image. It may also give them time to stew on their grievances and even find a new supplier, depending on the severity of the problem.
Providing extended customer service that allows clients to contact you whenever they want can help you handle problems quickly and maintain a high level of customer satisfaction.
A more positive brand image
Consumer decision-making is influenced by word of mouth, reviews, and recommendations. Having a high degree of customer satisfaction with response times will help you lower the amount of negative reviews you receive while increasing the number of positive things customers have to say about your company. Buyers will become your brand champions, boosting your business’s reputation and making you more appealing to new customers.
Expanded reach
Businesses with longer customer service hours, particularly those that are open 24 hours a day, are more appealing to national and international markets. Because you ensure that assistance is available in any time zone, this is the case.
This is critical for firms who provide services to numerous places across the country or overseas. Extended customer service hours can also help firms who are just getting started to reach out to new markets and customers.
Lessening the risk of burnout
Even if no one is in the office, voicemails, emails, and chat questions continue to be received. That means your employees must not only answer to client enquiries while at their desk, but also follow up with customers who contacted them while they were away. That can be a lot of labour depending on how many questions come in per day.
Even if you extend your team, catching up might put a lot of pressure on your employees to get out to missed consumers in a timely manner. Burnout can result as a result of this. Let’s not even talk about the additional costs of adding more resources to your company.
Spreading the task among multiple teams over a longer period of time helps relieve pressure on your customer service team, lower the danger of missing a question, and assure timely responses.
It’s easy to understand how after-hours and weekend client service might benefit your company. However, we understand that maintaining extended hours or 24/7 customer assistance on an internal level might be challenging.
The good news is that our Votiko team can assist you. Please contact us immediately for more information on collaborating with our team to extend your customer service hours.
