In this saturated market, every business wants to thrive remarkably. No company sees the result it wants if they do not have satisfying customer support services. It lays the foundation of success for your business.
We will read the five tips you need to follow to improve your organization’s customer support services. Moreover, we shall talk about the stats and other important things you need to keep in mind to thrive in the market.
Five Tips for Better Customer Support Services:
Whether you provide customer service by phone, email, or live chat, excellent support services matter a lot. Here are some essential factors in inspiring you and your team to provide high-quality and professional customer service.
Respond as Quickly as Possible:
One of the biggest factors in great support service is speed, especially when a customer requests something time-sensitive. 3 years back, StellaService conducted research and found that the average email response time for the top-rated 100 retail organizations was 17 hours.
However, the scenario has been changed today, and customer studies found that the average response time is 12 hours.
Know your Customers:
Great interactions begin with knowing your customers’ needs and wants. Nowadays, customers love personalization. Remember your customers’ names, get to know them, and have previous conversations.
If needed, make a note of what was discussed in the last interaction so you can refer to it the next time you meet. Your customer will become loyal to your brand and organization as well.
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.
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 vital 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.
Think Long Term – A Customer is for Life:
Think long term when dealing with clients and customers. By keeping customers satisfied and happy through word of mouth and loyalty, they will do the marketing for you by telling their family and friends. In fact, according to an author, Pete Blackshaw, a satisfied customer tells at least three friends, whereas an angry customer tells 3,000 others.
Now we are done with our tips, let’s take a look at other information regarding support services:
What Is a 24/7 Support Service?
24/7 customer support means people can get help and find answers to questions as soon as they come up—24/7 and in real-time. Companies often offer round-the-clock support through chatbots, a knowledge base, live chat, or embedded messaging.
- Well-coordinated Shifts: Various 24/7 support providers use 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.
Customer Support Statistics:
56% of people worldwide have stopped doing business with a company because of poor service experience. However, 70% of consumers say they have already chosen to support a company that delivers excellent customer service.
68% of customers believe the key to excellent support service is a polite customer service representative. Service insight and knowledge are also vital 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’s research found that 50% of customer support teams are only available during business hours, Monday to Friday, and only 28% are available 24/7. While it’s possible to grow your business without providing 24/7 support, companies and organizations should consider the benefits of the support experience that provides services 24 hours and 364 days.
KPMG Research Report:
According to KPMG, 58% of consumers say that shopping 24/7 is the number one reason they shop online. In addition, companies have international customer bases that are online round-the-clock, which means a number of customers will disappoint if they can’t receive help during off-hours.
Businesses Experience Losses with Poor Customer Service:
According to New Voice Media’s 2018 “Serial Switchers ” report, poor customer service costs businesses more than $75 billion a year. In addition, the report claims, “Brands are failing to create emotional experiences that drive client’s loyalty.”
As a result, 67% of customers switch brands because of a poor support experience. That’s an increase of 37 percent since NVM’s last report.
The main reason customers cease to do business with a company is that clients don’t feel satisfied. Clients 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?
Apart from meeting industry and customer requirements to deliver satisfactory experiences, the benefits of providing support around the clock also impact important customer service and business KPI.
Increase Customer Loyalty:
Being able to provide support 24 hours a day, seven days a week shows that we really care about our customers and prioritize their needs. It also helps customers gain trust and establish loyalty to their brand.
Reduced Waiting Times:
Today’s customers don’t like to wait for help. In fact, according to a McKinsey survey, 75% of online customers seek help within five minutes. Therefore, providing support 24 hours a day can significantly help maintain good initial response rates and reduce overall latency across channels.
24/7 Support is the Need of the Hour:
Though providing 24/7 support service may sound like an expense or a lot of work. However, it is a long-term play, and you are investing in building customer relationships. If done rightly, it will provide timely customer support increase customer retention, and give your brand a competitive advantage 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 imperative to offer your customers uninterrupted 24/7 service and support.
Here are some reasons why businesses need to offer uninterrupted support to their customers.
Customer’s Don’t Have Time to Wait:
Businesses should ensure that customers are not put on hold for any reason. According to statistics, customers have many options to switch brands if support service does not swiftly resolve their issues. Similarly, for businesses to resolve customer issues is important to make sure that questions are answered within minutes.
Customers Demand Constant Availability:
Serving customers instantly is the key to success for any organization. Customers want complete accessibility to support. Businesses should ensure that they don’t allow time zones to come in between the provision of support.
Being Available 24/7 Indicates High Responsiveness:
There are many web applications, and solutions businesses can use to provide their customers with 24/7 support and services. For example, adding live chat to your website is one of the most effective ways to provide uninterrupted, real-time online customer support.
Ensuring 24/7 availability on your website through live chat support shows your customers that your business is always available to embrace their needs and help them. Time is essential, and services such as live chat allow customers to get immediate support at any time.