Should Your Business Offer 24/7 Support?

By   /  
October 14, 2019
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As our digital world advances, an increasing number of businesses are offering 24/7 support to their customers and stakeholders. To stay competitive in such a market, perhaps you’re wondering if you should follow suit? To find the answer, we need to look at the advantages of offering 24/7 support.

Enhance customer satisfaction

Offering an around the clock service allows you to immediately enhance customer satisfaction. Customers will appreciate a 24/7 response from your brand; they will feel valued and prioritized. A 24/7 support service suggests an air of urgency; if customers have a problem, they don’t need to worry about not receiving quick help. It’s also useful to eliminate the barriers between yourself and customers in different time zones. The more that you improve customer satisfaction, the more that your customers are likely to remain loyal to your brand.

Increase revenue

You’ll have a range of different people who want to contact your business daily; these could be potential customers or potential investors and collaborators. Every time that your business is not available could be a missed opportunity. We live in a fast-paced culture whereby people are quick to turn to another service if they can’t get what they want right away. If you make your business available 24/7, you’ll ensure that you are never missing out. You’ll stand to increase your revenue when you allow every opportunity out there to present itself to you.

Stay competitive

The more that businesses offer a 24/7 service, the more that the consumer comes to expect this. As industry practices and trends develop, you’ve got to follow them to stay current. Businesses that don’t respond to the market may lag behind and fail to stay competitive. When your competitors are offering an around the clock service, you won’t want to get left behind. From social media posts to live chat services, consumers are expanding the ways that they prefer to communicate, and it’s up to you to deliver.

How can I offer 24/7 support?

Offering 24/7 support sounds a little demanding on the face of it, perhaps you’re worried about your staff (and yourself) working around the clock! Thankfully, 24/7 support doesn’t have to mean everyone becoming grossly overworked! Let’s take a look at some of the practical ways that you can offer an around the clock service.

Virtual Receptionists

 Virtual receptionists work to perform the role of a traditional receptionist. The primary difference is that they are not an in-house employee; they work remotely under a professional receptionist services company. Virtual receptionists offer a 24/7 around the clock service so that anyone calling your company can always speak to a real person. A virtual receptionist will aim to learn all that they can about your brand and values. Their knowledge will ensure that the service they offer is highly personalized. With a virtual receptionist, you can increase your levels of customer service and improve your brand image.

Chatbots

Chatbots are a form of artificial intelligence software that can simulate human conversations with customers. Chatbots are programmed with many responses to commonly asked questions so they can deal with a huge range of customer queries. Usually chatbots operate via an instant messaging system. Many customers prefer to contact a business via messaging or social media. The issue is, this can be demanding on your staff as the customer expects an instant response. By using chatbots, you can respond to customers instantly via messaging, apps, or social media.

The great thing about chatbots is the scalability and the fact that they never get tired or bored of answering the same question! Such software can really boost your customer service levels. Generally, customers will ask the same types of questions. If you let your chatbots answer some of these, you’ll be giving your human staff more time to spend on other tasks. Any issues that the chatbot cannot answer will, of course, be escalated to a staff member.

In conclusion, offering 24/7 support is an excellent idea for any business. Not only will you increase your customer service levels, but you’ll also improve brand loyalty. You’ll see profits grow because you won’t be missing any opportunities. As well as this, you’ll give yourself and your staff a little time back (if you opt for virtual receptionists or chatbots). If you wish to stay competitive, it’s a great idea to look into your 24/7 support options.

 

 

 

 

 

 

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