Did you know that 45 percent of U.S. consumers would abandon an online transaction if their concerns are not addressed in a speedy timeframe? Or that it takes 12 positive experiences to make up for just one negative customer service experience? These stats speak for themselves: customer service is a crucial component of any management strategy. Customers now expect 24-hour support, otherwise, they could shop elsewhere —something that could damage your reputation and result in a loss of revenue. Here’s why it’s so important.
1. 24-Hour Customer Support Helps You Connect With Customers Around the World
E-commerce has revolutionized the way consumers purchase products and services. Traditionally, bricks-and-mortar stores picked up the bulk of sales. These were location-dependent and operated during working hours. Nowadays, consumers access products around the clock and from around the world. Only 24-hour customer support helps you connect with customers in other countries. There are a number of ways you can improve your customer service credentials. Outsourcing your customer support to a third-party company, for example, proves beneficial if you only operate during regular working hours. This allows customers to contact a member of staff at any time of the day if they have a query or a question.
2. Customers Expect 24-Hour Service
Most customers hate to wait. They expect speedy customer service so their problems can be resolved in a quick timeframe. That’s where 24-hour support comes in. You can respond to customer queries on the phone, via live chat or through email and boost consumer relations. Failure to provide a quick response could backfire in the long run. Many customers now leave negative feedback on third-party review sites like Yelp and on social media sites like Facebook and Twitter. Research shows that consumers trust these customer reviews more than the opinions of big brands, so negative feedback — as a result of limited customer service hours or slow response times — could harm your sales and jeopardize revenue.
3. More Chances to Sell Products
Customer support isn’t just a way to address queries and concerns, but a lucrative sales opportunity, too. In fact, many of the world’s biggest brands upsell and cross-sell products during customer interactions via social media, chat, email and phone. This could be a great way to expose products and services to a brand new audience and increase customer engagement. You could accept payments over the phone, too, via a payment gateway such as http://mypaymentsavvy.com/.
4. Improve Your Reputation
24-hour support makes your brand look more professional. But it can also improve your reputation. If your company is new, this could be a way to increase leads and increase your customer base. Why not ask your customers to leave a testimonial about the customer service they received on your website? This could prove useful for other consumers when they are deciding whether your purchase products and services from your online store.
Customers want fast, flexible customer service that is accessible across a variety of platforms, such as social media, email and live chat. Offering this service helps you connect with new customers, retain existing customers, look more professional, sell products to customers around the world and upsell and cross-sell services.