Most customers expect businesses to get their queries resolved as soon as possible. Hence companies are investing in multiple ways to keep their customers connected with them. Around 56% of the users choose to stop availing services from a brand just because of poor customer experience. So by offering 24/7 support services, businesses can focus on value in this digital age.
If you are planning to outsource an It company to help you with your business tasks, you must consider partnering up with a company that offers 24/7 support services. Most of the small businesses are still confused, about whether it is good to invest in "round the clock" support or not. In this article, we will talk about why 24/7 IT support is an important consideration for businesses.
What is 24/7 Customer Support?
In simple words, 24x7 customer support means businesses can engage with their customers at any time through digital channels such as chatbots or live chat. Offering support to the customers when they really need it is a great way to attract customers.
As the technology is evolving at a rapid pace, customers now do not like to wait for responses. With a 24x7 support team, they can have their issues resolved with more clarity and service assistance. A happy customer will prefer to stay with the brand for the long run if they are satisfied with their services.
Customer Satisfaction
Nowadays, customers are surfing the internet all day and they prefer browsing and purchasing products from the comfort of their homes. And by offering 24x7 helpdesk services, you can stay rest assured that you will have increased customer satisfaction for your business. Most of the customers believe that if you are able to make money from them 24/7 through your business website, you should also be available to them to handle and solve their query's 'round the clock' too.
However, it depends on the kind of services or industry your business is based on, customers still want to know that someone is always available from your side to any issues they might face with your services or products.
By offering customer support services on demand, you are demonstrating that you can be trusted to have your customers back all the time. With 24/7 customer support services, your buyers will have a seamless experience while purchasing your services and products.
Cultivate Customer Loyalty
When a customer receives a consistent response from a brand, it results in birth of a magical element known as loyalty. Whether it is about quality products or 24/7 support, with a regular positive response from a service provider, customers associate to choose it over other brands. Simply saying, whenever a customer is offered round clock customer services, they choose to remain loyal to a brand.
Around 35% of the customers believe that by offering exceptional 24/7 customer services, companies can build loyalty with them. And to offer great support services to your customers, you must give priority to the following areas:
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Stay Available 24x7 to Build Trust: If you are not available to your customers when they are stuck with an issue, they tend to look for validation somewhere else. SO you must ensure that your customer care agents are available 24x7 to offer a consistent service experience.
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Streamlining the Communication Process: By communicating effectively you can streamline the customer service process for increased customer loyalty. You can also use automation tools to effectively communicate with your customers.
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Ask for customer feedback to show how much you value your customers. Ask for feedback every time they purchase your services to better understand their needs and expectations. Respond quickly to their feedback and consider customer complaints as an opportunity for growth. It will ensure that you care for them and will also help in building loyal relationships with your business.
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Keeping 'Customer' Mind-set: By creating a good relationships with customers through 24x7 customer support service, you can offer additional services to keep them engaged for longer-run.
High Responsiveness
Time is the main factor for offering great support services and the expected response times are decreasing day by day. Now, customers expect quick and real-time responses to their queries. With round the clock support services are indicating that you are hyper receptive to your customer's queries and issues. Having loyal customers can help you in increasing business credibility and around 75% of the customers prefer to recommend a product or service to a friend if they encounter a positive experience with the brand. By offering 24x7 support services, you:
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Show that you really value the demands of your customers.
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Understand the expectations of your customers and align to offer services as per their demands.
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Showcase that your support team is available round the clock for offering consistent support services.
Suppose your business does not have the bandwidth to offer or handle customer requests. There are chances that you may lose 30-60% of your recurring business. In the end, this scenario will only drive your customers to other businesses that have invested in offering 24x7 customer support service.
Note: By auditing regular customer service, you can know what are the needs and expectations of your customers.
Stand Out of the Crowd
Apart from the demand for 24x7 customer services, there are still some companies that still have to catch the rapidly evolving future of customer service. Customers are turning out to be much wiser and they choose the services that stand out from the crowd.
So by offering 24x7 customer services, you can distinguish yourself from your competitors. Why a customer will go with a brand that doesn't offers 24/4 support services when they have the option to choose the one that is offering round the clock support.
By being available all the time to your customers, you can rest assured that you are ahead of the curve. As people have now turned to using instant messaging services such as WhatsApp or Snapchat on regular basis, the demand for on-demand responses is also increasing.
Increases Sales
By opening the feature of 24/7 customer support, you are also opening a channel for additional sales. Every time when you communicate with a customer, you will have the opportunity to make a new sale. Undoubtedly, the major concern of the customer is to have their issues or queries answered and solved immediately.
But what you can do after this, you can attempt to make some sales. With highly-professionals, it is possible to turn a conversation with a customer into a way of making new sales by convincing them how other products or services can be beneficial for them.
By being available all the time, you can unlock the hidden time when the customer is exploring your services the most. In simple words, this simply means having opportunities for both sales as well as feedback.
Better Customer Experience
The main concern of every business must be offering a great customer experience. Instant resolution of queries with 24x7 customer support is the key element of great customer service that directly impacts the satisfaction of your clients.
Whenever a customer contacts you with their queries, the main priority must be identifying the issue and then following the right process to offer effective solutions to them. Through co-browsing solutions, agents can communicate with the customers in real-time to diagnose the root reason of the issues and offer customized solutions to the queries. You can also use advanced tools to address the queries of your customers in real-time. So how all this can be useful?
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When customers receive instant solutions to their queries in the first contact, they are satisfied with the overall brand as well as the services.
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Use advanced customer engagement tools to deliver the trust about how much you value your customers.
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When a customer is happy, they like to recommend or share positive word of mouth with their friends or on social media.
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When a customer is satisfied with your services or brand, they would prefer to stick with your brand for a lifetime. This will effectively result in an increased lifetime business value.
Company Reputation
As stated in Forbes Magazine, "a company is only as good as their customers perceive them to be". This is the reality of marketing and why 24/7 customer service is an essential aspect to develop the reputation of your company. The customer that is satisfied with your service is likely to recommend your services to other people.
Now customers are no longer happy with reading FAQs to find a solution to their queries and most of the time, they do not want to wait for an email response. Instead, they prefer to communicate with a real customer and get their issues resolved as soon as possible. By paying attention to their issues, you can earn a trust reputation from your customers.
