As technology progresses, so does the way in which call-centers process customer complaints or queries. Across the board, companies are increasingly adopting text or email-based customer service lines. This diversity in communication services has not only helped to streamline customer-facing processes but has also decreased operational costs.
The last added benefit of handling customer complaints in this way is the ability to connect with customers at all hours of the day. It is no longer viable for companies to accept customer complaints only during business hours.
If a company is to maintain its customers along with having a leg in the competition, they need a customer line that runs 24 hours a day.
It reassures customers that you have committed to helping them
When a customer is unhappy with a product or service they have paid for, they want to be heard. The quickest way to lose a customer is to make them feel like their voice and experience is being lost in the noise.
Customer service lines exist solely for the purpose of hearing what customers have to say. This effect is greatly increased if the line is open all hours of the day. By being available 24/7, a customer is able to get the product support they need even if their issue occurs late at night or on the weekend.
Another way to ensure that complaints don’t get lost in the system is to set up a business phone system. These integrated telecommunications can easily be set up by the TalkRoute.
Customers are not left waiting
Time is the resource that is lacking by most working people. As a society, we work all day to make the life we desire, but we very rarely have time to live that life. When it comes to consumer complaints or support, people do not want to be left waiting.
They simply do not have the time to wait until Monday morning to have their issue resolved. When money has been exchanged for goods and a guarantee that the product performs, it's best not to extend the time in which the product underperforms.
It shows that you have confidence in your product or service
A company committed to its product will not lose touch with its customers once the sale has been made. Be it for good or bad, they will leave a constant line of communication open between them and their customers.
This serves to tell customers that even if the product is of superior quality, the business is there to maintain this quality by always offering support.
You will keep your customers happy
Quantity and quality - this is an important decision to make by a business when they consider their customers. Is the business looking for a never-ending stream of one-time buyers or a loyal customer base who sticks to the product?
The ideal situation is to constantly be bringing in new customers but also to retain these customers. A key point in customer retention is customer satisfaction. A 24/7 customer service line will certainly serve to increase consumer happiness, which naturally contributes to customer retention.
It gives you global reach
Any person who has worked with branches in another country knows that time-zone variations can be a huge hindrance to productivity. The laws of nature dictate that as one side of the world goes to sleep, the other side wakes up.
A customer service line should not be subject to these laws. When you are servicing customers across time-zones, then you need to be sure that they can reach you when it suits them.