After calling it a day for your business, who would handle the calls and inquiries of your customers? Every customer-centric organizations understand that each call is an opportunity to widen their client base, increase their sales, retain customers, and improve their customer service. Instead of letting those chances slip, why don’t you, as a business owner, consider outsourcing after hours customer support?
“Can it really work for my business?” “How can I benefit from this kind of service?” “Will I get my money back?” and “Do I really need this service?” These may be the questions that will instantly fill in your mind, especially if you have not yet tried this kind of answering service.
To show you its significance, we will first lay down some data about customer service.
Statistically speaking
“Why would I need this kind of customer support if I could opt to an automated answering service during our non-operating hours?”
While an automated answering service can help you in some ways, there is still a big difference when your customers can talk to a real person. In a survey conducted by American Express, a global service company, it was revealed that 67% of customers feel frustrated because they could not talk to a real person. Because of that reason, these same people chose to hang up on the phone instead. You should remember that a real person can provide a real-time solution to the problems of your customers. Their proper understanding of human emotions helps them deal with each customer the right way.
In a Customer Service Impact Report released by Harry interactive, a market research agency, it was stated that poor customer treatment and failure to solve a problem in a timely manner were the top two reasons why businesses lose their customers. But according to Lee Resources, if you managed to resolve a complaint in the customer’s favor, they will do business with you again 70% of the time.
Thus, in order to retain — or attract — customers to do business with you, you should strive to provide them with excellent customer service. As a matter of fact, the management consulting company Peppers and Rogers Group stated in their Customer Experience Maturity Monitor that about 81% of companies with strong capabilities and competencies for delivering experience excellence are outperforming their competition.
The benefits of outsourcing after hours customer support
Generally, outsourcing after hours customer support will solve your problems on abandoned phone calls, lost opportunities, and other customer-related problems.
By immediately addressing the problems of your customers even after your operating hours, you show them that providing exemplary customer service is your priority. In return, your business will earn a high rating on customer satisfaction. What comes along with an affirmative customer support is an upstanding brand reputation. That is because your customers themselves can be your brand’s advocate. Their recommendations per se can influence the decision of your customers in choosing your service over your competitor’s.
Finally, because of its flexibility to operate in different time zones, after hours customer support gives you the opportunity to expand business in multiple geographic areas. Thus, a chance to reach more customers and increase your sales.
Don’t let unanswered calls and dissatisfied customers ruin your reputation in the industry. As a business owner, you should constantly seek a variety of ways that can help in improving your brand. Start outsourcing an after hours customer service now! Contact us!
