We live in a very 24/7 society, in an age of round the clock supermarkets and a world of entertainment, shopping and work at our fingertips thanks to the internet. The days of having a 9-5-centric society is long gone for everyone, including the customer. With this shift in how we interact with products and services everyday, adapting to suit the needs and expectations of your customer round the clock is more vital than ever.
When we talk about being there for the customer, we must first understand exactly what are their requirements; what do they expect when it comes to support; and just how will this benefit your business strategy?
If we look at the housing sector for example, a customer finds themselves in need of urgent assistance at the property in order to fix the plumbing for essential services, they are going to need to speak with you as soon as possible.
For the customer in this situation, they know that they can easily obtain support via the telephone for technology or website matter, so the expectation has been set already. They will expect you to be as readily available to help them if a problem arises.
Having the means to provide 24/7 support is easily achieved, the SPS response centre already offers round the clock assistance for many clients who have recognised the need to be there for their customers outside of their normal office hours.
In having a quick, reliable method of giving your customers support 24/7, you stand to reap the benefits of having higher customer satisfaction due to reduced waiting times and being able to deal with problems for them as they arise. It may also lead to a knock on effect in peak service times, reducing the number of queries you receive at the start or end of your current opening times, allowing you to have more time to deal with each customer.
As customers increasingly adapt to a new 21st century lifestyle and become more 24/7-centric, then it provides a perfect opportunity for your business to do as well. Offering the customer the support they need, more importantly when they need it will increasingly become the standard.
For more news and updates from SPS. follow us on Linked In, Twitter and Facebook, as well as right here on our blog.