In the past, 24/7 customer support was a premium service offered by a select few. Now, it is something customers demand from all businesses. Technology is one of the biggest reasons for this change. With advances in technology, customers now expect instant results at all times of the day. Fortunately, this is something businesses can deliver very easily.
24/7 Customer Support
One of the biggest benefits of providing 24/7 customer support is that you retain more customers. Even if you can’t immediately solve their problem, offering after-hours support is a great way to ensure that they stay engaged with you. Additionally, the tools you use to serve customers after-hours can also be used to capture leads and prospects. Here’s how your Business Phone System can help:
Support interactions don’t have to be a challenge. Sometimes all a customer requires is basic information. If they call your business and can’t get in touch with you, it can be especially frustrating if they only have a simple question. If you invest in an automated response tool though, your customers can be handled at all hours of the day without having to speak to a human. This is beneficial during business hours too, as your team can focus on more complicated issues. With tools like an auto attendant, your customers can handle basic tasks on their own.
In-House Phone Support
Even with automated tools, there will always be customers that prefer to speak to another person. Additionally, there are certain problems that can only be solved with a human interaction. However, if you want to provide 24/7 support in this scenario, you will have to schedule accordingly and incur the cost of these extra working hours. However, your Business Phone System can help make this easier with modern features like call forwarding and automatic alert options. This makes after-hours phone support easier.
Another way to go however, is to hire an outside answering service. While these representatives are typically less knowledgeable than your own employees, it is an easy way to make sure your customers always reach a human being.