Why 24/7 Support Services Had Been So Popular Till Now?

 

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.

How Email Support Service to Enhance your Customer Relationship?

Email support is considered one of the main channels of customer support for most organizations today. According to Hubspot research, 62% of customers preferred email support to communicate with brands.

56% of customers never prefer customer support after getting poor support service.

52% of the customers recommend their family and friends about the experience after a positive customer service response from any organization.

54% of the clients and customers usually escalate to a manager or supervisor after a poor service experience.

Why does email support service matter for users?

Email support is a convenient service for the customer because it allows them to asynchronous communication, the customer can convey the issue they are facing, and respond to that, email support service experts will tell about the solution. 

Email Support Plays an essential role in Customer Service Today:

Email support plays a vital role in customer service. 78% of customers say that they are satisfied with email support as they can check their email and respond accordingly when they get time. Moreover, 77% of customers have a positive experience with customer service.

When to Outsource Email Support Service?

Email support outsourcing is prevalent nowadays. If you are receiving thousands of emails from your customers that go unanswered? Well. Email support outsourcing is the best way to deal with your customers. It can help you minimize the burden of email support. By outsourcing, you can not only save time but also concentrate more on your core elements.

How Outsourcing Email Support Help Your Business?

Suppose you are running a business and getting thousands of emails from customers, and you cannot respond to those bulk emails. You can outsource email support to a third party and can easily focus on main core elements. By outsourcing BPO services, you will be able to manage all things properly and move toward success. That's why, in order to handle the growing volume of emails, businesses mostly turn to outsource their email support service. By providing customers with a memorable brand experience, you can take your business to the next level.

Benefits of Outsourcing Email Support Service:

Apart from improved customer satisfaction and cost-effectiveness, there is a bundle of advantages of email support outsourcing. Here are some of the benefits that your organization can avail and choose the best solution for their customers.

If you are thinking of utilizing email support outsourcing, here are some ways it can help your business every day.

Boost Sales:

Email support outsourcing from third-party service providers can leverage emails for boosting sales. Responding to the customers regarding any query, they can recommend other products as well. They also offer a special deal to the customers and try their best to satisfy them and ultimately improve sales.

Nowadays, customers want instant replies when they need customer support. Customers always expect a fast response from their preferred brands irrespective of the communication channel they are using. It is challenging to automate email support. Hence outsourcing can provide your customers with accurate and faster responses while solving their issues quickly. Since clients expect a personalized answer for their query, a customer never like an automated response. So this way, an organization will eventually lose its customers. Outsourcing email support service is the best option to improve customer satisfaction and sales by providing them personalized responses 24/7.

Conclusion:

Nowadays, we are living in a highly competitive environment. For business growth, it's imperative to keep all customers satisfied by providing the best services. By treating your customers poorly, you can increase your problems at many points. On the other hand, treating your customers like gold can reduce the issues, as when your customer is satisfied with your service, you will have fewer problems from the customer's side. Taking care of customers conveys strong moral values and beliefs in the company's mission. Once you build your trust in your customers, your customers become more loyal to you. Nowadays, customers always want to be treated like a royal and treated with respect. Most businesses consider outsourcing email support service as the best path to maintain and develop customer loyalty.

Digitech Outsourcing Solution, a name among the top outsourced email support service providers, has a decade of experience in helping customers manage their email responses effectively. We leverage this experience to provide a wide range of customizable third-party email support service to all your customer service needs. We provide our 24/7 BPO services to all clients and make it easy for them to develop their business at new heights.