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24 hour customer support

William Wan, Flickr (CC license)

With the exceptions of some industries such as the financial sector which in many cases still requires customers to be present at a branch for compliance’ sake, customer interaction resolution around the clock is at your fingertips.

Within recent memory, businesses would labour all day and then knock off at 5pm. The world of the 9-5 career is now a thing of the past. Your customers (and your workforce) have moved to a landscape of flexi-time, shift work, 7am-3pm or more, with a view to accommodating freelance work, family commitments or the enjoyment of lifestyle pursuits such as sport or gym.

The point is, your customers now expect to do business at equally unrestrained hours – over the weekend, late at night, or early in the morning. Are you delivering customer service that meets this expectation?

For the most part, companies have access to customer service options that allow for this, with the introduction of digital channels, automation and self-service, it’s far easier to interact with your customers 24/7. With the exceptions of some industries such as the financial sector which in many cases still requires customers to be present at a branch for compliance’ sake, customer interaction resolution around the clock is at your fingertips.

A case for round-the-clock availability

Increased business opportunities

Instead of asking your customers to come back in the morning (Mondays to Fridays only or shortened operating hours on weekends), you can assist them when they need it, allowing more hours for more opportunities to resolve queries, sell products and services or conduct campaigns. In effect, you are magnifying your market, just by being available for more hours of the day.

Read the full article on the Entrepreneur Magazine website >

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