At alldayPA we like to think we know a thing or two about customer service.
After all, our call answering service helps businesses make sure they always provide a great customer experience for their callers.
However, providing good customer service means more than just having great staff to answer the phone (although it definitely helps!).
That’s why our team came up with our ebook “Good Service Never Sleeps – How to Offer 24/7 Customer Service and Why It Matters”.
But what’s it about?
It’s an in depth look at the different ways businesses can improve their customer service around the clock.
Here’s a taste of what it will teach you.
Why customer experience matters
First of all – there might be some people who still don’t realise why customer experience matters.
Well, it’s like this:
Today, we’re better connected as a society than ever before.
If your potential customers are online (and hint: they definitely are) you’re in for some stiff competition.
It doesn’t matter what you’re selling – there’s someone out there selling the same thing for the same price or cheaper.
Sometimes, they’ll even be selling directly from somewhere like China, leaving you with no way to compete on price alone.
But that’s ok.
With so many people selling the same thing, customers are no longer driven by just price.
But what do they want instead?
Great customer service.
A report from consulting firm Walker has confirmed that by 2020 customer service will be the number one driving factor in purchasing decisions.
As a business, you’ll want to stay ahead of the curve and make changes now to improve your customer experience.
Why people want 24/7 customer service
So, we know why people want a good customer experience – but how does 24/7 customer service play into that.
Well it’s simple.
No one wants to spend their time on the phone to customer service.
And, the only thing they want less is to take time out of their schedule to do it.
As soon as you offer 24/7 customer service, your customers can talk to you at a time convenient to them.
This immediately removes one of the major pain points for customers as they don’t have to make time to contact you – they can just do it when they’re ready, whether that’s at 6 in the morning or 9 at night.
As our guide explains, in the UK 21.18m people every day work 9 to 5.
That’s 21.18m people who will be annoyed if they have to waste their lunch hour on the phone to you.
Don’t annoy 21.18m people – provide 24/7 customer service instead.
But how do you do it?
So, you’re convinced that 24/7 customer service is worthwhile (we hope!) but the real question is how, as a small business, can you offer it?
It sounds time consuming.
It sounds complicated.
It sounds expensive.
But it doesn’t have to be that way.
With the right guidance (*cough* our new ebook *cough cough*) there are lots of ways you can provide 24/7 customer service and still get a great return on investment.
Here are some of the topics we cover.
Using Social Media
Social media is arguably the most up and coming channel for customer service.
Most of your customers are probably on Facebook or another social network, so if they need to talk it’s a convenient channel for them.
Social media customer service is also relatively easy to manage 24/7 as you can log into your social networks from anywhere in the world.
Much like social media, live chat is a newer channel for delivering customer service, and it works.
Already, sites are reporting as much as a 62% increase in sales thanks to implementing live chat.
Live chat is a bit trickier to manage 24/7 than social however as you need someone logged in at all times.
Fortunately, our guide provides an answer to that difficult question.
Email is almost as common place today as the phone when it comes to providing customer service, so it’s important you’re offering this if you promise 24/7 support.
Fortunately for email, unlike the phone which you need to answer immediately, with email you can get away with a bit of a gap before you reply.
This makes it one of the easier channels to manage from home with just a few bits of helpful software which we cover in more detail in the ebook.
Despite all the new technology, phone calls are still the most common way for companies to deliver customer service because they’re a great way to provide first contact resolution.
The problem with offering phone support 24/7 is that you need someone sat by the phone all night waiting to answer it.
Fortunately, as we cover in the ebook, this problem can easily be resolved by using a 24/7 call answering service.
This is much cheaper than managing things in house, and it still provides a high standard for your callers.
Find out more in “Good Service Never Sleeps – How to Offer 24/7 Customer Service and Why It Matters”.
24/7 customer service is a complicated topic that’s much too big to be covered in a single blog.
When it comes to providing a great customer experience however, there is nothing that comes close to taking your customer service 24-hour.
If you want to know more about how to do it – make sure to download our ebook “Good Service Never Sleeps – How to Offer 24/7 Customer Service and Why It Matters”.
In the meantime, here’s an infographic with a sneak-peek.