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The recent technological advancements and increasingly demanding lifestyles of today’s consumers have also affected the way businesses are operating. Gone are the days when it is perfectly normal and acceptable for businesses to close at 5 pm, and attend to their customers’ needs the next business day. Now, consumers expect the businesses they support to serve them even after business hours.
Many call centers and BPO companies are offering an after hours customer support for businesses who wish to fulfill this need of their customers. But what some of these businesses may not recognize is an after hours customer support is a way for them to improve their business by increasing their sales and profits and improving their customer satisfaction levels. These are the reasons why offering after-hours customer support services is beneficial for your business:
- It is an opportunity for you to deliver needed after-sales services. After hours customer support services can help increase your sales by serving as an after-sales interaction with your customers. When professional agents solve the problems your customers have with your product after the usual business hours, your customers will think your business offers superior after-sales service, increasing their loyalty to your brand. Your customers will also think of these agents as trustworthy experts who are in the best position to recommend your other products by upselling and cross-selling them.
- It allows you to engage your customers in a different environment. After business hours is generally a less stressful time for customers who are busy at work or running errands during the day. Once their work is done, they are usually more relaxed and happier. Assisting them through an after hours customer support is a way for you to engage them while they are more focused on their need, and on how you can help them, as opposed to during business hours when they have a million things on their mind. Their better focus on the issue at hand, less pressured time and atmosphere can be to your advantage because they may be more receptive to the agent’s assistance and suggestions to try your other products or upgrade to a higher quality service.
- It is a way to impress your customers with your accessibility and reliability. After hours customer support services is a proven way to delight and wow your customers. Offering after hours customer support simply tells and shows your customers, “We are here for you when you need us.” Not all businesses can say that or fulfill that claim, but by showing your business is different from the rest, you can attract more customers and convert them to your most loyal advocates. After hours customer support guarantees your customers that you can be depended on, any time of the day or night, any day of the week or year, no matter what.
- It reinforces your commitment to excellent customer service in the minds of your customers. Customers choose to be loyal to businesses who are loyal to them as well. Making it convenient and easy for your customers to reach you when they need you is a sure way to win their hearts and increase their satisfaction. In the minds of your customers, an after hours customer support proves your business’ commitment to provide only the highest level of customer service there is.
After hours customer support services show you genuinely care for your customers and rewards you with more opportunities for growth. Talk to us today to learn about outsourcing your customer service.