Analysing How 24/7 Customer Support Enhances Customer Satisfaction and Loyalty
A great support service always aims at ensuring customer satisfaction. Customers tend to be satisfied once their queries are resolved, their feedback is taken seriously and they are guided on products and services through personalised interaction. Of course, additional services offering solutions to any possible issues and certain lucrative offers and discounts also entice them.
Customers' demands and expectations need to be proactively met. According to a case study conducted by Influx, 51% of customers want support services available 24/7, 50% want more personalised communication, and 75% value time and want quick responses from support agents. So, you can see why agents are required to be available 24*7 to respond to customer calls and satisfy their inquisitive nature about the brand, its products and services.
But what if, deploying support agents in 24*7 shifts is not possible for your business? There are many ways through which you can implement a 24-hour customer support service. One is through artificial intelligence (AI) where smart chatbots can mimic human intellect and actively handle customers, adhere to their inquiries, resolve them and guide them through your products or services. However, implementing AI for a 24-hour customer support service can prove to be expensive for your business.
As a growing business, you may need to save operational costs and focus your financial strength on revenue growth and business expansion. A cost-saving strategy through which you can provide a 24-hour customer support service is outsourcing. If you deploy the duty of handling your customers to a reliable customer service outsourcing company, then that firm can leverage its resources, expertise and technology and provide your customers with 24*7 support.
The Necessity for 24-hour Customer Support Service
Customer satisfaction is for sure the key and we will see in the next section how a 24-hour customer support service initiates satisfaction and loyalty. Still, the main purpose of businesses providing 24*7 support is to gain a competitive advantage. In the modern scenario, customers are always on the lookout for better brands offering the same products or services. To retain your valuable customers and stop their transitioning to your rival brands, you need to have a more proactive and personalised engagement with them with the help of a 24-hour customer support service.
How a 24*7 Support Helps You Gain the Trust and Loyalty of Your Customers?
Here, we will study the factors that make a 24-hour customer support service desirable for customers which in turn enhances satisfaction and loyalty scores.
Timely Assistance is Essential
One factor that ensures customer satisfaction is timely assistance. Picking up customer calls proactively and addressing their issues with quality solutions matter a lot. As such, a 24-hour customer support service is required where agents need to have sufficient expertise and knowledge in handling customer inquiries.
The Seamless Experience
When customers call your support team, they desire a seamless experience as nowadays, customers don’t just want their queries to be resolved but they desire a more personalised engagement where their needs and preferences are taken care of and their feedbacks are accepted seriously. To create that seamless experience, support agents need to be active in flexible shifts 24*7.
The Trust Factor
A 24-hour customer support service signifies that your business values its customers and is dedicated to addressing their needs in a timely and efficient manner. Trust initiates loyalty and if customers feel that their needs are being adhered to proactively, no matter at what time of the day they may call, it will surely build up their trust and reliance in your brand.
Builds Your Unique Brand Image
There are very few brands that can manage to provide support services to their customers 24*7. Some brands’ customer support services are almost impossible to contact as either they haven’t built an efficient support team or they just don’t bother to provide that service.
In such a scenario, it’s time for you to shine above your rivals and if you provide a 24-hour customer support service, your brand will build up a superior image in customers’ minds. They will perceive your brand to stand out from every other in the competition and will tend to get more inclined towards it when making purchase decisions.
Methods Deployed by Customer Service Outsourcing Companies to Ensure 24*7 Support
Chatbots Geared by AI
It’s the era of technology and even if support agents are not present, AI can handle customers 24*7. AI-powered chatbots mimic human behaviour and can intelligently resolve customer issues and guide them through products, services and offers with personalised communication. Most customer service outsourcing companies deploy AI technology in handling customers through chatbot interactions that enable them to pursue a 24-hour customer support service. Moreover, AI-based smart chatbots have multilingual options and can transition their chats into the preferred language of the customer.
Cloud Telephony
Customer service outsourcing companies also deploy cloud telephony systems for a 24*7 support service. This system is flexible and support agents can be active in flexible shifts throughout the day and night to receive customer calls.
Kutumbh Konnect: A 24-hour Customer Support Service to Initiate Customer Loyalty!
Looking for a specialised and efficient customer support service that can improve customer retention for your business? Then look no further because Kutumbh Konnect is the one! This outstanding service provider will leverage AI technology coupled with expert agents who actively adhere to customer calls with the help of a flexible cloud telephony system. This cloud telephony system is integrated with an advanced customer relationship management (CRM) tool for better call handling.
Kutumbh Konnect deploys multilingual AI-enabled chatbots in its 24-hour customer support service with qualitative query resolution and strong feedback adherence. Its 24-hour customer support service involves pre- and post-sales support with order management. Besides, Kutumbh Konnect also deploys predictive analytics technology for initiating customer trust and building up loyalty. Predictive analytics forecasts possible future issues customers can face and makes them aware of the problems along with offering quality solutions.
Through personalised interaction with customers and active support facilities 24*7, Kutumbh Konnect will assure you an exceptional and cost-saving support service to win the trust and loyalty of your customers.