GoResponse Telephone Answering Service Staff

Modern customer support needs to be 24/7

Support 24:7Customer support has traditionally been confined to office hours, with call centres typically offering help to consumers between the hours of 9am and 5pm. However, customer expectations have changed, and people now demand far longer support periods. Therefore, it is essential for any modern firm to provide customer service support around the clock.

Providing a 24/7 customer service option is far from easy, and offering such coverage levels takes time and dedication. However, there are a variety of tools that can help provide this level of care. It is also worth noting that not all services need to be operated on a constant basis. For example, telephone support might be offered between 8am and 8pm and then supported with secondary services like webchat, self-service and social media options.

One of the first steps to take is to harness the power of live chat. This can be installed onto a website and then manned nonstop. Live chat can be extremely good for solving pre-sale enquiries and answering post-sales questions. There are also options for agents to jump in if a customer has added something to their basket but not yet completed the checkout stage.

Another way to provide 24/7 support is by carefully developing agent rotas. One benefit of the digital age is that telephone answering services workers no longer have to be limited by geographical location. This means that people can be hired from different time zones to facilitate full coverage.

Not all call centres require 24/7 service yet, but developing wider coverage should be in the back of all executives’ minds. Even if support hours are extended from the traditional 9-5, there can be positive gains in business levels, brand awareness and customer loyalty.

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