There are many statistics and studies that prove a customer-centric business is better than a sale-centric one. In this era, consumers are setting a very high standard for companies when it comes to customer care. And having a 24/7 customer support means a business is putting its customers first.
Since it’s the social media era, one wrong move or even a simple mistake might damage your reputation and your company’s. May it be through Twitter, Facebook, Instagram, your own website or through email and phone call; a fast and efficient customer service is expected from a company.
It is easy to have customer service available during work hours but the after-hours support service is a different one. You can deliver superb customer service every day from 8 am to 6 pm but it is never enough. Moreover, one can only really maximize business opportunities when their customer service is on the go 24 hours and seven days a week.
Every call is important. One missed call can have a big impact on your business. Not only your sales might decrease but your customers might leave you for another company because you did not meet their needs and demands.
Customer Satisfaction
Even though the work hours stop, your customers will not stop calling or contacting you. It is very important to attend to every call they make. Customer satisfaction is a big deal these days. It has been a big deal before but the industry is overcrowded and very saturated so the companies are more competitive now. They will compete for every customer’s attention and having a good customer service is just a standard now. One needs to have great customer support to excel and differentiate itself from other companies.
Better Customer Service Equals Better Sales
According to American Express Survey, in 2011, more than half of the Americans are willing to spend more money if that brand has a better customer service to offer to them. Also, three in five American are willing to try different product or brand as long as they are satisfied with their customer service.
Those things are only the tip of the iceberg when it comes to the customer’s’ sentiments about the company’s customer care. One thing you can do to improve your customer care is to have after-hours customer service. In this way, every customer can feel that they are important and needed. There are many customers who call after-hours because that is when they get off work too. Not all of them can call during work hours. If you can attend to them then it’s good.
Outsourcing After-Hours Support Services
If you cannot afford an in-house support service, there are many BPO firms that offer these types of services. They can tailor their services to your needs. Outsourcing is much cheaper than hiring your own team. Also, it is easier to set up.
If you are looking for an after-hours support service, you should contact us! We are very much available and willing to help!
