When it comes to customer care and service, there’s never too much that you can do. This doesn’t just apply to in-person service, but over the phone and online as well. So when it comes to offering the best possible support to your customers at all times, here are just a few reasons a line that’s always open is a must for any customer-facing business:
1. Going above and beyond
Exemplary customer service can often be the one thing that sticks with customers when they use your services – often more so than the service or product itself. The same applies for customers who perceive your customer service as bad; and it’s an unfortunate fact that, even if their complaint or concern wasn’t something you could help with, you’ll often be left with a not so good review.
Not being able to get in contact with a member of customer service when they need it is one of the significant complaints customers will have, so providing that service 24 hours a day, seven days a week, can go a long way towards improving their opinion.
2. Spread out the workload
There’s a reason why Mondays are the worst days in many businesses – it’s the day when you have to catch up with everything that happened over the weekend, as well as keeping up with the work you have for the day itself. This can often lead to backlogs in getting back to customers, or even long queues of callers who have been waiting all weekend to speak to your company.
This isn’t an ideal scenario for customers or staff alike and as such being open seven days a week can alleviate that stress a little, and ensure customers get your help when they need it – rather than several days later. This will leave your customers happier, and that Monday workload lighter; a win-win situation for everyone involved.
3. The world doesn’t stop when your office hours do
When it comes to retaining customers or attracting new ones, being able to offer 24/7 service every day of the year is a huge benefit. This is especially the case when it comes to health and care businesses, including funeral services, where incidents and requirements are far more likely to fall out of the standard 9-5 conditions. Being able to provide for your customers as efficiently as possible during difficult times is essential in businesses where empathy is a must.
If you’re looking for a professional, experienced contact centre or telephone handling service 24 hours a day, 365 days of the year, then Frontline might be the perfect fit for your business. Contact us to find out more.