Why 24/7 customer service is important – by Jordan Shaw
24/7 customer service ensures your customers are receiving support and assistance around the clock, whenever they need it. In today’s constantly connected world, customer expectations are higher than ever, with the rise of technology and omnichannel support giving customers the ability to communicate with businesses across multiple platforms. Plus, with your customers scattered across the globe, being able to offer the same high level of support across different time zones is critical.
Whether it’s help with a query or handling a complaint, the need for quick and high-quality customer service has skyrocketed. Customers expect answers – and they expect them now. As a business, demonstrating your commitment to customer satisfaction has never been more important.
For businesses of all shapes and sizes, this can be quite a challenge. The good news? At Sigma Connected, we specialise in providing 24/7 outsourced customer service that truly makes a difference to your customers and your business. With a compassionate team of industry experts and innovative engagement tools, we take the hard work off your hands while helping you to build a loyal customer base and boost sales.
Excellent customer service leads to satisfied customers, and that begins with an ‘always on’ approach.
If your business is expanding into other countries, investing in 24/7 service is vital to ensure you are maintaining the same quality of customer experience across all regions.
In a global marketplace, real-time responses are vital if you want to build customer loyalty. It’s no longer acceptable to operate your customer service within ‘standard’ opening hours – shutting up shop for the evening could mean that you miss a customer query and even lose a sale.
In fact, with 55% of customers aged 18-24 and 41% of customers aged 35-54 expecting a reply within the hour, it’s clear that buyer patience is becoming increasingly low. Customers across all demographics are looking for that instant gratification and this demand for convenience appears to be widespread. Moreover, millennials have even higher expectations when it comes to timely customer service and there are no signs of this trend slowing down with younger generations. If you want to future-proof your business, you need to offer speedy service.
And if this wasn’t enough, customers also want to be able to interact with your business on their own terms. They will always choose the communication channel that is most comfortable and convenient for them, so it’s up to you as a business to adapt. With live chatbots and social media emerging as the go-to platforms for questions and queries, omnichannel support is the foundation of the modern customer experience. Not only can it improve the first response and average handling times, but it gives that much-needed element of choice. Your customers need to be able to reach you from multiple platforms and that means scaling your service offering.
How we can help:
With us, it couldn’t be easier. By leveraging the power of automation, you are able to give your customers choice as to the channel they want to use, with the added bonus of self-service options. Plus, with our 24/7 operation, there will always be a human to provide a personal and empathetic service, while also offering rapid resolutions at the same time.
Customer service is increasingly being treated as a business driver and, when done properly, it can set you miles above your competitors. However, with the majority of companies competing on the basis of customer experience, it can be difficult to stand out from the crowd. Nowadays, customers won’t hesitate to turn to another business if you can’t offer them what they want. This new level of empowerment is making it even more difficult to build profitable, long-term relationships with customers.
It’s time to transition to a 24/7 model.
The demand for customer service that goes above and beyond is at an all-time high and it’s no secret that happy customers are more likely to remain loyal to your business. The solution? Give them personalised and empathetic information, whether that’s during the day or in the middle of the night, and you will drastically increase customer lifetime value. Plus, by catering to customers with varying schedules or even those in different time zones, you are able to appeal to a wider audience and expand your customer base.
Customer relationships are built on the premise that the customer is the priority, always. With an increasing influx of concerns, at any time of day, a 9-5 workforce is no longer set up for success. This is made even more difficult if your business is operating across different time zones. To kick out the competition, you need a 24/7 customer service team.
How we can help:
With our smart solutions and state-of-the-art technology, you are now able to remain agile and stay ahead of the curve. We help businesses across multiple sectors to elevate their customer service offering, whether that’s overcoming a specific hurdle in the process or providing end-to-end support.
Put simply, angry customers pose a threat to your business. If a customer is unhappy, they may be more inclined to look elsewhere, causing a considerable loss of long-term revenue. Worse still, negative experiences are often shared online, further facilitated by the rising power of reviews, damaging your brand image and leading to a loss of potential customers and, yet again, more revenue.
So, how do you avoid this? Customer concerns are inevitable, however, it’s how you handle them that counts. 33% of customers have reported that waiting on hold, or indeed waiting of any kind, is the most frustrating aspect of customer service. From this survey, it’s clear that customers are more likely to have a positive experience and stay loyal to a business if they receive immediate support, wherever they are in the world. Capturing any issues or obstacles during the buying process is key as it can help customers feel more confident in their purchasing decision. Leave the concern to simmer and the customer is less likely to invest in your business.
How we can help:
As well as offering 24/7 availability across multiple time zones, our customer service solutions are data-driven. This means that we can more easily monitor interactions and track satisfaction metrics, offering insights into customer behaviour and identifying areas for optimisation. Help your business attract and retain customers with Sigma Connected.
Ready to reap the benefits of outsourced customer service? Get in touch with our team to discuss your unique requirements.