Customer expectations are at an all-time high in our increasingly connected world. Unlike before, the majority of customers expect businesses to provide the customer service round the clock.
It’s not an unreasonable request. After all, customers may face issues with a product or service at any time of the day.
If a business has the means and resources needed to provide their clients the help they need even at “unfriendly” hours, why not grab the opportunity? If you want to build a strong relationship with your customers, you have to be there for them every step of the way.
Still not convinced? Here are the top reasons why you need an after-hours support team to handle incoming calls even when your business has closed for the day.
1. Eliminates workflow issues
Predicting call volume is one of the toughest challenges call center managers face, even more so when your customer support team is only available during regular working hours.
When you have an after-hours support team to handle calls beyond business hours, you can go a long way into eliminating excess call traffic.
By being there for your customers 24/7, calls are spread more evenly, smoothing out possible peaks and valleys in the call volume flow.
2. Creates more opportunities for revenue growth
Let’s say a person suddenly decides to sign up for an internet connection just after midnight.
This person tries to give your company a ring, only to find out that your business doesn’t offer customer service beyond regular hours.
This person has two options: to either call the next day at normal hours or to call one of your competitors.
There are two legitimate reasons why he or she would choose option 2. One, because he or she isn’t willing to wait until tomorrow to sign up for an internet service. Two, because he or she doesn’t want to sign up for a service that doesn’t provide customer support 24/7.
These days, business transactions happen all the time through self-service options, but there will always type of customers who prefer to talk to a live human being. Outsourcing after-hours support services allows you to easily address that demand.
3. Enhances customer experience
Customer experience is one of the most popular buzzwords these days and for many good reasons.
In fact, a Walker study reports that by 2020, customer experience will overtake price and product as the key differentiator in running a successful business.
But let’s make one thing clear: customer experience is different from customer service. They are not in any way interchangeable.
To put a finer point on it: customer service is more reactive while customer experience is more proactive. The first one occurs when a customer initiates the conversation. The latter is more encompassing — it involves every customer interaction, be it on the phone, on the website, by email, or in-person.
Here’s the point: by providing customers after-hours support, you are taking a proactive approach to meeting the needs of your customers. It sends out a strong signal that you want them to be happy with your products and services round the clock.
Granted, not many businesses can afford an in-house support team that will field calls during non-regular working hours.
Outsourcing after-hours support, however, can open up a wide range of opportunities for your business, not to mention the added flexibility and scalability to address your customer needs.