24/7 Customer Support is one of the decisive factors for having satisfied customers. However, many companies are still reluctant to adopt this type of service.
Learn why you should implement 24/7 Customer Support Service and the advantages of this strategy with an AI bot.
What Does it Mean 24/7 Customer Service?
Customer Service is one of the most important services that a company can offer. It’s the support that an institution provides to its customers before, during, and after purchasing a product/service.
When a company provides 24/7 customer service, it means that it has the ability to serve its customers 24 hours a day, 7 days a week. It often includes the extension of “365” days a year to say that they are available at any time.
However, many companies resist adopting this strategy, providing support only on weekdays, during business hours.
Factors the Define a Great Customer Service
When we think of customer service, all our interactions with this service come to mind: the good ones and the bad ones.
Yet, all the bad ones predominate and are what we base our decisions on when deciding whether to remain loyal to a company or not.
There is no product too good for a customer to tolerate being poorly served. Let alone now that multiple companies are offering the same products.
Personalize the conversation
Whatever means of communication you choose; one person can almost always tell when the other has forced reactions.
Also, it’s essential that the customer feels special. Therefore, ask him/her his/her name and call him/her by it.
This form of treatment makes the conversation much more personal, not just “another customer.”
When we talk about “avoiding ticketing,” we refer to those situations where the customer has to go through two or three assistants until they can solve their problems.
That’s a big no-no! Do everything possible to make sure that doesn’t happen.
Even if it’s not your specialty, try to help. That way, you show the person on the other end that you are willing to help. And this is often enough to rise in customer appreciation.
But if that’s not possible, make sure you refer the customer to the department to resolve the situation undoubtedly.
Listen to your customers. Often a person will start a conversation angry and intent on making a complaint.
However, if you recognize the problem and try to solve it in an empathetic and calm way, you’ll see how the attitude changes dramatically.
A sincere apology works wonders and demonstrates your ability to live up to your company’s responsibilities.
Don’t make promises you can’t keep.
People often promise a lot of things and this only adds to the displeasure of the customer.
Instead, suggest a realistic and possible solution. This way, you restore the relationship, and trust, and the customer recognizes the effort.
Why Do You Need Round-the-Clock Customer Care?
It is not enough to have a service that meets all the above points if you’re not available when clients need you.
What’s the point of being empathetic, patient, and helpful if, at the time of need, they can’t even communicate with your company?
You’re always Available
This is the first reason why you need 24/7 Customer Support and the one most demanded by consumers.
When you are a supplier, it’s imperative that you are always available 24/7.
Who tells you that your product’s user will not need your help during the weekend or in the middle of the night?
What happens to customers if they are in another time zone? Do you think they will be happy that your schedules are so short?
You Meet Expectations
As we have already mentioned, customers expect you always to be available to serve them — whatever the time or day of the week.
Meeting your clients’ expectations is key to provide maximum satisfaction.
You Increase Trust
By always being available, you increase your customers’ level of trust.
They will know that at any moment they can count on your help.
The Benefits of 24/7 Customer Service
You may think that business hours are enough to meet your customers’ needs, and it’s not worth it to have a 24/7 service. But that’s not entirely true.
Decreases Response Time
By having round-the-clock service, you decrease the time your clients wait for a response. This can have a significant impact on how the customer views you.
If you keep a 9 am to 5 pm schedule, and a customer has a problem on a Friday night, they will have to wait until Monday to resolve it. That’s two days of waiting!
Two days is a long time. Not to mention that the consumer will be frustrated that you have not assisted them during that time.
Increases Customer Satisfaction
24/7 customer service keeps your clients happy and meets their needs.
Therefore, a customer who is satisfied with both the product and the service is a customer for life.
Increases Customer Retention
Strictly related to customer satisfaction is retention.
The more satisfied a customer is, the less willing they will be to change suppliers.
And that’s what your goal has to be.
Increases Lead Conversion
Besides thinking about the customers you already have, you also need to think about potential customers and people looking to purchase a service/product like yours.
Many people contact companies directly to learn more about their products and the conditions they offer.
However, if you are not available when that moment happens, you may lose a future customer.
So it’s critical that you are ALWAYS available!
AI Virtual Agents for Customer Support
We have already told you the reasons and benefits why you should offer 24/7 customer service. But we haven’t told you about the solution.
Well, the solution is to automate your Customer Service.
According to IBM, 40% of large B2C institutions have already implemented a chatbot with Artificial Intelligence to automate their service processes. And it predicts that this figure will increase to 76% later this year.
Artificial Intelligence is what ensures a level of intelligence to conversational bots. Thus, through specific technologies, machines can understand and respond through human language.
Besides, AI bot platforms, specially Visor.ai’s, are integrable into any system your company uses.
Additionally, you can include human assistants in your chatbot’s platform through Live Chat.
This way, customer requests are distributed between the bot and the assistants, and your Customer Support team’s work becomes more efficient.
Since the bot takes care of the most frequent questions, your assistants have more availability for more complex requests that require a higher level of attention.
Increase your customers’ satisfaction and offer 24/7 customer service! Contact us!