Customer Experience3 Minute Read
Why You Should Offer 24/7 Customer Service Support
Satisfying your customer’s needs is vitally important to the success of your business. Happy customers translate to higher revenues as they buy more, and they keep coming back. Heightened expectations of those customers mean they demand 24/7 service and support. Prioritizing this type of engagement helps differentiate your business from your competition. So, why exactly do you need to offer 24/7 customer service support?
Why Do You Need It?
First, customers now expect uninterrupted support. They want to be able to reach one of your highly skilled agents, or gain access to a valuable knowledge base, where they may find answers for themselves, at any time. This proactive engagement with your customers, where they feel their needs are being satisfied in a positive way, helps to create loyalty and results in retention of those customers over a period of time.
What Are The Benefits?
Given that your customers expect this kind of service, if you haven’t switched to a customer experience (CX) strategy, now is the time. It’s imperative in today’s fast-paced world that CX is a top business priority. It promotes accountability and authenticity. By giving your customers access to a problem-solving team, no matter where they are in the world, at any hour, it means you hear about issues in real time and can solve them before they impact your bottom line. CX also creates authenticity, as anyone who interacts with your brand learns you respond quickly to issues. It’s how you create brand loyalty. Customers who have a positive interaction with a business are more likely to purchase something else, so CX helps drive revenue in new ways. By building trustworthiness with your customers, you create new opportunities for revenue.
How Do You Do It?
When you offer 24/7 customer service support, you are giving your customers constant accessibility. Whether in different time zones or different continents, constant agent support means swift resolution to customer issues. A global customer base needs global customer support. So, how do you create this base?
Aim for an omnichannel approach, so you meet your customers where they meet you. Providing a consistent experience across channels is important to customers. Here’s the breakdown:
- Offering chat functionality is a great place to start. Live chat makes customers feel that their needs are being met immediately. It helps get your customer to the appropriate live agent, if necessary. Millennials, for example, prefer chat over any other channel.
- Agent interactions give a personal touch to the CX experience allowing for quick resolution and opportunities to upsell or obtain more data. Personalizing communication helps the customer feel heard, and 90% of leading marketers say personalization significantly contributes to business profitability.
- A knowledge base resource allows customers to find answers to issues on their own, without having to engage a company representative. According to a Zendesk survey, “91% of customers would use an online knowledge base if it were available and tailored to their needs.”
- An integrated tech stack is necessary to support productivity. If your tools aren’t linked, it’s going to impact performance. Make sure to include reporting functionality in that mix.
Prioritizing 24/7 customer service support is the path to keeping existing customers, and reaching new ones. Now that you know the tools to achieve greater customer satisfaction, it’s time to get started on your customer experience upgrade. Working Solutions can help you get there. Talk to an expert now.
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Senior VP Business Development
Published on March 30, 2022
Published on March 30, 2022