The advantages of providing customer support 24/7
Unless you work in an industry that provides emergency services, you might not have considered providing 24-hour customer service. And if your company is currently doing well, you may not consider this to be necessary.
However, thinking in this manner can be a costly mistake for your company. Clients have grown accustomed to receiving round-the-clock service from almost all firms in today’s world, and falling behind on this trend could cost you in the long run.
Even if your company isn’t in difficulty, ignoring customer service 24 hours a day, 7 days a week can stifle growth, result in lost sales, lower customer satisfaction, and diminish revenue.
Customer support that is available 24 hours a day, seven days a week can make a major difference in how your company runs on a daily basis. Here are four unanticipated advantages of providing 24-hour customer service:
It keeps your company from missing out on possible business.
When a potential consumer visits your website, they’ll want to have access to all of the information they might require. This is why it’s critical to have extensive and precise descriptions of your products and services, as well as billing methods, delivery schedules, and so on, on your website and social media profiles.
However, it’s possible that a consumer will have a question that your website does not address. Before making a decision, they’ll most likely try to contact your customer support department. If your customer support is only available during business hours and a potential client has to wait until the next day to ask a question, it’s extremely probable that they’ll give up and go to a competitor.
You may avoid this by offering client care 24 hours a day, seven days a week. A virtual answering service, for example, enables your company to set up a virtual call centre staffed by remote operators who are available 24 hours a day, 365 days a year to ensure that you don’t miss out on any possible revenue.
It assists you in quickly resolving challenges.
No matter how well-designed your website is, there are still a slew of minor issues that might arise when a customer places an order. Perhaps they’re having trouble with their payment method, or they need some help understanding your checkout platform, or they’re unsure which product to purchase.
Small issues, on the other hand, can irritate your clients and cause them to abandon their purchase. While some customers may return later, many others will just choose another provider that can deliver the kind of customer service that you couldn’t.
By addressing any queries your consumers may have at any time of day, a virtual answering service may ensure that this does not happen again.
It keeps you available for foreign trade.
Even the smallest of businesses may now sell their products globally thanks to advancements in technology such as the internet and speedy shipping.
Whether you work in a little boutique shop or a small office that sells digital items, potential clients can find you with a short internet search from anywhere in the world. However, working for a foreign company comes with its own set of challenges that must be anticipated if your operations are to be successful.
A big time zone difference can make it difficult for clients to contact you. This is especially true for international clients who wish to inquire about shipping alternatives, customs costs, and delivery delays. If you’re working from New York and your client is in Australia, it’ll be challenging to communicate effectively. If your clients can only send emails to which they will not receive a response for several hours, they may become upset and decide to spend their money elsewhere.
Time differences can also make it more difficult to resolve any issues that develop during shipping, perhaps leading to a failed transaction, lost merchandise, dissatisfied consumers, and a negative review.
A 24-hour call centre can assist you in promptly resolving this problem. Because they work around the clock, operators will be able to answer calls from any time zone or region of the world. As a result, your company will be less likely to lose potential clients, and you will be able to extend your customer base beyond your current geographic region with greater ease.
It has a great customer satisfaction rating.
Your client satisfaction levels are likely to rise as a result of all the new features that a virtual answering service will offer your organisation. Customers in all industries appreciate it when a company goes above and beyond to ensure that their needs are met, and a virtual call centre can help you do just that.
