With the increased connectivity brought by the mobile revolution, 40% of customers now claim that they expect a response to queries within an hour. Whether your business has an app or if you communicate via social media, the culture of notifications has customers wanting more.
Finding a way to provide 24/7 customer service isn’t just good for business, it’s soon to be required.
More people are working freelance, on their own schedules. This means that the demands for customer service will be different than they were a generation ago. With more people expecting every service to be a touch away, 24/7 customer service is the way to go.
If you’re wondering whether it will be good for business to take on a 24/7 customer service approach, here are 5 of the top reasons you should consider it.
1. Brand Loyalty
Building brand loyalty takes time and effort. It means you can pull through for your customers at a moment’s notice and it means that you’re there when they need you.
Brand loyalty comes when your company provides knowledge and experience when customers expect the least. Soar past expectations when you allow customers to get in touch anytime, day or night.
2. You Can’t Predict Needs
You could learn something new about how your products work by allowing customers to contact you 24/7. If business starts to dip, finding a new way to market your product could get you back on top.
Customers can help you come up with new directions to take your product when you hear what they need during the hours when you’re usually closed.
3. Accidents and Emergencies Happen
Depending on the kinds of products and services you provide, you could have customers in need of emergency services. If your doors are closed on a Sunday night when they need you the most, they could turn to your competitors.
If no one is available, they’ll lose faith in your business and could be reluctant to work with you in the future.
4. It’s The Way The World Is Working
With the rise of the gig economy, freelance workers, and dispersed offices, people are working stranger hours than ever. Where once the late shift was reserved for blue collar workers, the number of white collar jobs with night shifts is growing.
Step into the 21st century by being available 24/7. We might be on the cusp of a revolution and you don’t want to be left behind.
5. Be There When Competitors Aren’t
More than likely, the other companies in your industry aren’t operating 24/7. Often entire industries are inaccessible after 5 pm and on weekends.
You could be a trendsetter and start gathering more customers just by taking calls on off hours.
Availability is Good For Business
Without a doubt, customers are looking for businesses they can rely on. Whether you’re a plumber, in the healthcare industry, or even a restaurant, you should have 24/7 customer service availability. Rather than try to predict what customers need, be there and build loyalty all the while.
If you’re looking for an inexpensive and efficient way to provide customer service during your off hours, contact us to get started.
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