In today’s fast-paced digital landscape, customer expectations have reached dizzying new heights. Users demand, among other things: immediate assistance, personalised interactions, and the convenience of support whenever, wherever they need it.
That’s where 24/7 customer support comes into play.
According to Google Labs Consumer Insights, mobile searches for 24/7 + customer service have grown over 400% in the last two years.
Clearly, providing round-the-clock customer support is no longer an option – it’s a necessity.
First Things First… What Is 24/7 Customer Support?
24/7 support goes beyond the traditional business hours. It means your business is available round-the-clock, 365 days a year, to cater to your customer needs and expectations.
With live chat, and other omnichannel communication tools, your business can offer real-time assistance to customers – regardless of location or time zone.
The benefits of 24/7 customer support are manifold. It enables you to:
- Deliver a great CX
- Foster customer engagement
- Boost CSAT
More on this later. In addition, the availability of 24/7 customer support demonstrates a commitment to customer-centricity, reinforcing your brand as reliable and trustworthy.
Essentially, you prevent negative experiences and enhance loyalty by addressing customer issues in a timely manner.
The Business Role of 24/7 Customer Support
In a business context, 24/7 customer support helps ensure uninterrupted service and meet those ever-increasing customer expectations.
For example, imagine you’re an eCommerce company that sells products globally. With customers spread across different time zones, having a 24/7 support team allows you to address inquiries and resolve issues without delay.
This will not only prevent potential basket abandonment; it’ll also increase your conversion rates, as customers feel more supported and confident.
5 Ways Anytime Assistance Enhances Your CX
So how does anytime assistance through 24/7 customer support elevate your customer experience and drive tangible results?
Here are five key ways it can enhance your CX:
Immediate Issue Resolution
With real-time support available round-the-clock, customers can receive prompt solutions to their problems, reducing frustration and enhancing satisfaction. Research shows 90% of users consider an instant response either ‘crucial’ or ‘very important’.
Increased Customer Engagement
An ‘always-on’ support service means you can address inquiries, provide recommendations, and guide customers through their journeys, resulting in higher engagement levels.
24/7 assistance allows for personalised interactions, anytime. Equipping your agents with a knowledge base, for instance, opens the door to customer information, purchase history, and preferences, enabling a more tailored experience.
If your business has a global presence, it’s important to cater to customers across time zones. This enables you to maximise international markets.
Improved Customer Loyalty
When customers receive timely and effective support, they are more likely to feel valued and develop a sense of loyalty towards your brand. In fact, Forbes reports that over half of customers are actually willing to pay more for a better experience.
Let’s explore how these benefits can play out in real-world terms.
Imagine a customer encounters a technical glitch while using your app late at night. With 24/7 support, they can reach out for assistance and receive immediate help, resolving their issue swiftly.
This prompt resolution not only saves valuable time for your customer but also prevents frustration, leading to a more positive CX.
Alternatively, as an online retailer, you might offer 24/7 live chat support to provide recommendations or answer questions. This builds trust, enhancing the overall CX and increasing the likelihood of repeat purchases.
24/7 support also builds loyalty towards your brand. For instance, if you’re a bank and one of your customers suspects a fraudulent transaction at an odd hour, they could contact your 24/7 support team to resolve the issue quickly.
Your customer’s trust is reinforced, leading to an enhanced relationship and a better chance of positive word-of-mouth marketing.
4 Ways To Deliver 24/7 Support
Offering 24/7 support ensures your customers receive assistance whenever they need it, and also demonstrates a commitment to their satisfaction. Here are some key ways you can provide customers with 24/7 support:
- Live Chat and Chatbots: Imagine a customer who is working on a project late at night and encounters an issue. By having live chat or chatbot functionality available, they can easily reach out to you for immediate assistance, receiving real-time support even outside of regular business hours.
- Self-Service Options: By offering a comprehensive knowledge base or FAQ section, your customers can find step-by-step instructions or solutions to resolve their issue without having to wait; for instance, a customer troubleshooting a product glitch during the weekend when your support team is unavailable.
- Remote Support: Suppose a customer is travelling and faces connectivity issues with your software. With remote support tools, your team can remotely access their device, diagnose the problem, and provide a solution, regardless of the time zone or their location.
- Social Media Monitoring: It’s no secret that, these days, many customers will take to venting their frustrations on social media. Your business can use this platform as a way to provide round-the-clock service: if support is available on Facebook or Instagram, say, your customer has a way to resolve their issue, rather than publicly airing their negative experience.
What Comes Next? The Future of 24/7 Customer Support
Advancements in technology and changing expectations are shaping the evolution of customer support, and one exciting development is the advance of AI and chatbots into the support ecosystem.
These technologies can handle basic customer inquiries, provide instant responses, and escalate complex issues to human agents when needed. This ensures a balance between efficiency and delivering a human touch.
Another trend is the rise of self-service options, empowering your customers to find solutions independently.
Knowledge bases, FAQs, and community forums allow your customers to access information, transact, update records and troubleshoot common issues on their own terms.
Additionally, the increasing adoption of multichannel support enables customers to engage through their preferred communication channels, such as social media, messaging apps, and more.
Looking ahead, the future of 24/7 customer support looks to lie in integration, analytics, and personalisation.
How Vizolution Improves CX: 24/7 Support & More
The role of 24/7 customer support can’t be underestimated: it is a key driver in delivering exceptional CX and fostering long-term relationships.
By offering round-the-clock assistance, your business can provide immediate issue resolution, increase customer engagement, and build customer loyalty.
The benefits of 24/7 support are vast. It:
- Enhances your customer satisfaction
- Creates a competitive advantage
- Expands your global reach
- Prevents issues from escalating
If you’re looking to give your CX a boost, customer engagement technologies like our agent-assisted journeys can seamlessly support your customers, provide personalised interactions, and ensure compliance.
To find out how we can help your business deliver a superior CX, contact us today.