
For many organizations, offering 24/7 customer service has been a dream that hasn’t been possible to implement. The main obstacles have been costs and the operational challenges of managing such a service. Typically, the service would require at least three teams: one to cover morning and daytime hours, another for the evening shift, and a third for the night shift. If the teams were in the same time zone, the costs of evening and night shifts were especially high. Additionally, it’s often been difficult to find staff willing to work during those hours or to respond to inquiries in different languages.
However, your customers don’t consider the costs or operational challenges of customer support when they have questions or, especially, in an emergency. In these situations, they want to reach customer support immediately.
24/7 Customer Support Benefits
Here are some clear benefits if you are able to provide 24/7 customer support:
Quick response time: In CSAT (Customer Satisfaction) ratings, response speed is usually the most important criterion, whether the issue is urgent or a sales inquiry.
Fewer follow-up inquiries: By responding to customer complaints or issues more quickly, you reduce the need for customers to contact your support again to ask about the status of their complaint.
Agility: 24/7 customer support allows you to manage customer volume during peak times or seasonal periods, such as campaigns or product launches.
Stand out from the competition: Customers value a company that is available 24/7.
Professionalism and responsibility: Customers perceive the service as more professional and responsible when support is available at any time.
How to do it?
You don’t necessarily need round-the-clock staff to offer 24/7 service. AI and automation can handle many cases independently and direct more complex cases to human agents when needed. All of this can be done multilingually, meaning your customers can reach you in their native language. And your organization does not have to hire staff based on language skills.
If you’d like to learn more about 24/7 customer support without language barriers, Fluentic would be happy to provide more information. Click this link, select a time that works for you, and let’s take your customer support to the next level with 24/7 service.
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