The rapid dissemination of information has led to more informed customers, which has heightened the level of expectation they have from businesses. In order to present yourself as a customer-centric organization, you need to understand that great customer service and support are not only provided within business hours. Nowadays, what truly matters is your ability to offer uninterrupted 24/7 service and support to your customers. This is a key differentiator as it not only enhances the overall customer experience, but also allows you to capitalize on important opportunities for proactive customer engagement. Customers view round-the-clock availability as one of the most valuable assets of an organization, and being able to provide them with on-demand service and support paves the way towards loyalty and retention.
The following reasons elaborate on why it is important for businesses to offer uninterrupted support to their customers.
Customers Demand Constant Accessibility
Serving customers without any delay is the key to success for any business. Customers want complete and unhindered accessibility to support. Businesses should ensure that they don’t allow geographical boundaries or time zones to come in between provision of support.
The quality of customer support is one of the basic elements of a business that a potential customer looks at. You cannot expect customers to choose your company unless you assure them that you would be available to attend to their needs at all times. Keeping this in mind, it is essential for you to offer a well-rounded support strategy which enables customers to get in touch with you and get assistance whenever they need.
Customers Don’t Like to Wait
Businesses should ensure that customers are not put on hold for any reason. Statistics suggest that customers have a high tendency to switch brands if customer support does not swiftly resolve their issues. Similarly, for businesses using Social Media to resolve customer issues, it is of utmost importance to make sure that questions are answered within minutes.
Consider a scenario where your company does not possess the resources for instantaneously responding to customer queries, managing complaints or providing customers with innovative solutions to any problems they might be experiencing. This would only drive customers away to other businesses that invest time and effort in being always available.
Being Available 24/7 Indicates High Responsiveness
There are many web applications and solutions which businesses can use to provide customers with 24/7 support and service. For example, adding live chat on your website is one the most effective ways to offer uninterrupted, real-time online customer support. Ensuring 24/7 availability on your website via live chat support will indicate to your customers that your business is receptive to their needs and is always available to help them out. Time is of the essence and with a service such as live chat, customers can get immediate assistance at all times.
The internet has made consistent interaction infinitely easier, and businesses should fully utilize new technologies to keep them up and running throughout the year.