customers want help
and answers as soon as they offer 24/7.
Businesses Lose $
75 Billion Just Because of Poor Customer Service
This article will cover:
1.
What is a 24/7 support service?
2.
Support
Service Statistics
3. Businesses Lose $ 75 Billion Just Because of Poor Customer Service
4.
Why Is a 24/7
Support service is Important for Businesses?
5.
Why
Businesses needs Customer Support:
6. Five tips for providing better customer support services:
7. Our 24/7 support Services to Enhance Your Business:
What are 24/7 Support Services?
24/7 customer support
means customers can get help and find answers to questions as they arise, 24/7
and in real-time. Businesses often offer 24/7 support through chatbots,
knowledge base, live chat, or integrated messaging.
- Well-coordinated
shifts – Various 24/7 support providers make use of adequately coordinated
shifts with dedicated shift staff.
- Geographical
settings – Others make use of geographical settings; such offices make use
of staff from around the globe in different time zones.
24/7 Support Service Statistics:
56% of people worldwide have stopped doing business with a
company because of a bad help desk experience.
70% of consumers say they have already chosen
to support a business that offers great customer service. 68% of customers
believe the key to great support service is a polite customer service
representative. Insight and service knowledge are also essential to a good
experience, according to 62% of consumers. In short, we can say that;
56% of businesses stop doing
business with the
organization having poor support services
68% of customers believe that excellent support
services are polite customer support.
The Geckoboard Customer Support
Experience research Report 2021:
Geckoboard research found that 50% of customer support
teams are only available during business hours Monday through Friday, and only
28% are available 24/7. While it is possible to grow your business without
providing 24/7 support, businesses and organizations should consider the
benefits of the support experience that provides 24/7 service by year.
KPMG Research Report:
According
to KPMG, 58% of consumers say 24/7 shopping is the number one reason they shop
online. Additionally, businesses have international customer bases that are
online 24 hours a day, meaning that a number of customers will be disappointed
if they cannot receive assistance during off-peak hours.
Businesses lose $ 75 billion just
because of poor customer service:
According to NewVoiceMedia's 2018 Serial
Switchers report, poor customer service costs businesses more than $ 75 billion
annually. Additionally, the report claims that "brands fail to create
emotional experiences that retain customers." 67% of customers switch
brands because of a bad support experience. That's a 37% increase since NVM's
last report. The main reason why customers stop doing business with a company
should be obvious is that customers don't feel satisfied. Customers are put on
hold for unreasonable lengths of time.
Clients cannot speak to a person who can
provide them with the answers they are looking for.
Why is 24/7 Support
Important for Businesses?
In
addition to meeting industry and customer demands to deliver satisfying
experiences, the benefits of round-the-clock support also have a big impact on
customer service and business KPIs.
1. Increase customer loyalty:
Being
able to provide 24/7 support shows that we really care about our customers and
put their needs first. It also helps customers gain trust and build brand
loyalty.
2. Reduced waiting times:
Customers today don't like to wait for help. In fact,
according to a McKinsey survey, 75% of online customers ask for help within 5
minutes2. Providing round-the-clock support can go a long way in maintaining
good initial response rates and reducing overall latency across all channels.
3.
24/7
support is the need of the hour
Although providing 24/7 support service might
seem like an expense or a lot of work. However, this is a long term game and
you invest in building relationships with your customers. If done correctly, it
will provide timely customer support and increase customer loyalty and give
your brand a competitive edge that a few brands can match.
Why Businesses needs Customer Support:
The rapid increase of information has
led to more informed customers, which has heightened their level of business
expectations. To present yourself as a support-centric organization, you need
to understand that excellent support
services are not only provided within
business hours. Nowadays, it is very important to offer uninterrupted 24/7
service and support to your customers.
Here are some reasons elaborating why it
is important for businesses to offer uninterrupted support to their customers.
1.
Customer's don't have time
to wait:
Businesses
need to ensure that customers are not put on hold for any reason. According to
statistics, customers have many options to change brands if the help desk does
not resolve their issues quickly. Likewise, for businesses to resolve customer
issues, it's important to ensure that questions are answered within minutes.
2.
Customers Demand Constant Availability:
Serving customers instantly is the key to success for any
organization. Customers want full accessibility to support. Businesses should
ensure that they do not allow time zones to come between the provision of
support.
3.
Being Available 24/7 Indicates High Responsiveness
There are many web applications and solutions that
businesses can use to provide their customers with 24/7 support and service.
For example, adding a live chat to your website is one of the most effective
ways to provide uninterrupted, real-time online customer support. Ensuring 24/7
uptime on your website with live chat support shows your customers that your
business is always available to meet and support their needs. Time is of the
essence and services like live chat allow customers to get immediate assistance
at any time.
Five tips for providing better customer
support services:
Excellent support services matter a
lot, Whether you were providing customer service by phone, email, live chat.
Here's some important factor in inspiring you and your team to provide
high-quality and professional customer service.
1.
Respond as quickly as possible
One of the main factors in a great help desk
is speed, especially when a customer requests something that is urgent, 3 years
ago, STELLA Service conducted research and found that the average email
response time for the 100 top-rated retail organizations was 17 hours. But
today the scenario has changed and customer studies have shown the average
response time to be 12 hours.
2.
Know your customers
Great interactions begin with knowing your customers'
needs and wants. Nowadays, Customers
love personalization. Remember the names of your customers, get
to know them, and have previous conversations. If needed, make a note of what
was discussed last time so you can refer to it the next time you meet. Your
customer will become loyal to your brand and organization as well.
3.
Listen to your customers
Listening
to your customers carefully and giving them importance will
not only result in a happy customer, but it can also go a long way in terms of
keeping yourself on their radar for future business.
4. Fix your mistakes
Always find out your mistakes and fix them as
early as possible. Bad customer support service can damage your reputation
badly. Transparency is very important in business and support services. Always
look for a high-quality output because it shows that you have a high level of
standards. A small piece of a word like "Sorry" can make your
customer happy and loyal.
5.
Think long term – A customer is for life
Think long term when dealing with clients and
customers. By keeping customers satisfied and happy, they will be, through word
of mouth and loyal, will do the marketing for you by telling to their family
and friends. In fact, according to author Pete
Blackshaw, a satisfied customer tells at least three friends, whereas
an angry customer tells 3,000 others.
Our 24/7
support Services to Enhance Your Business:
Digitech
Outsourcing Solution is a global BPO outsourcing company
specializing in providing cost-effective agents. Digitech Outsourcing Solution is
providing all customers with the following services:
Engaging
Your Visitors 24/7; We employ your visitors 24×7, ensuring you
never miss an opportunity to convert your traffic into sales by providing
Customer Service Live Chat.
01. Live Chat Support
At
Digitech Outsourcing Solution, you have access to an incredible chat support
team that you will be able to contact 24/7 for any inquiries.
By hiring professionally trained live chat agents, we connect you
with your visitors, and we help you convert them into business growth.
02. Email Support
In
this virtual age, clients anticipate that their emails are responded to within
a reasonable amount of time and that all their problems are solved quickly and
efficiently; in the first email, they send. Therefore, we work hard to make
sure we meet our client's requirements. We understand our clients' needs and
always give the utmost priority to quality.
03. Phone Support
Many
customers prefer to call over a text, right?
Phone
support is considered one of the best ways for a quick response. For effective
communication, you can get the real-time phone support service for your
business or company with this service.
04. Virtual Assistant
Virtual assistant services make it
easier and simpler for you to manage routine business administration throughout
the day. By
hiring a virtual assistant from DOS, you end up saving time, money, and other
valuable resources.