The Internet turned the world into a global village with so many benefits that immense responsibility came with it. This era of globalization demands several businesses to offer 24/7 services. Various industries are adopting this model, from restaurants to technical support.
Not all jobs strictly keep to their 9 to 5 standard hours anymore and customer demands continue to evolve. To answer their needs, companies offered 24/7 support and availability that addressed their concerns.
What is 24/7 Application Support?
24/7 application support means supporting your customers any minute, any month, any time. Part of this is engaging with your buyers through digital channels and tools. And with 24/7 application support, your customers don’t expect anything less from you.
Increasing satisfaction requires you to deliver quick responses when customers message their queries. But speed isn’t everything because you also need to be clear and proactive in your approach. That way, you’ll gain their trust and loyalty in the long run instead of seeking help from your competitors.
Customer support and technical support may sound similar but they have some definite differences. Customer support refers to a team of people who provide help to customers experiencing product issues.
Meanwhile, technical support is a whole range of services that a company provides to customers for products. Usually, these products are mobile phones, printers, and other electronic products.
Kinds of 24/7 Application Support Services
24/7 support offers different services based on their client base. And some agencies offer support for those who want to adopt a 24/7 service. It’s a popular recommendation for companies to adopt a 24/7 service to keep up with the times.
And if you don’t know where to start, you can employ a professional to help you. Below is a list of services those professionals can provide which will help us discuss the importance of 24/7 support later on.
1. They Assist Your Onboarding Process
Some 24/7 application support services offer a full customer onboarding process. This also allows them to know your company’s structure and application which lets them provide immediate fixes.
The customer onboarding process is important so they’ll understand the product and its value. Think of it as guiding your customer through the initial steps of the buyer’s journey.
2. They Have Support Packages Whenever You Need It
Some companies that worked during regular work hours have a hard time shifting to a 24/7 support service. Some services offer packages that can help you adjust. Some packages can also help you improve your current work setup.
3. They Offer Service-Level Agreement (SLA) Options
Some 24/7 support services offer four levels of SLA, starting at 15 minutes including enterprise arrangements. They work with clients directly so they can help you find the exact solutions for your needs.
4. They Have Regular Status Reporting
If you’re worried about outages or emergencies, this 24/7 support service has your back. They provide regular status reports so you’ll always be kept up to date regarding these matters. When you go to the office the next business day, you’ll know exactly what to do.
Why is 24/7 Support Important?
With the services exemplified above, you’ll see how important 24/7 support can be to companies and customers alike. Let’s discuss these affected factors further and how they affect the business.
1. You Can Achieve Better Customer Satisfaction
With businesses aiming for an international audience, their wares should be browsable anytime. By being able to provide customer service 24/7, your customer satisfaction will improve significantly. Most of them believe that since you’re happy to take their money anytime, you’ll be reciprocating the service.
Especially for technical support, they need someone who can solve their problems 24/7, no matter how minor. By providing the service they demand, you’re able to demonstrate that you’re a trustworthy service. You become a memorable experience that they’ll avail again soon enough.
2. You Can Achieve Better Customer Loyalty
There are many brands and companies out there that can lead you to believe they’re trustworthy. But in reality, they’re scamming you and nothing is really being done right. This is where you need to look for a trustworthy brand to help with your company’s services.
Once you have that, customer satisfaction and loyalty will soar because you’re being a trustworthy service yourself. Customers will find reasons to continue being loyal and connecting with your brand. But most of all, it’s when they think you care about them, through your customer service, that they’re inspired to be loyal customers.
3. You’ll Experience a Significant Sales Increase
A 24/7 customer service channel implies that you’re also opening up other channels for sales too. When a customer contacts you concerning a query, they expect you to solve their problem efficiently. In the process, you can attempt to make sales by turning the conversation into products and services.
Your employees will need to be very professional to pull it off but it’s not something training and experience can’t solve. And by being reachable at any time, you’re able to have the full attention of the customers contacting you. That’s because you’re available during hours when they’re not busy with anything else.
4. There will be an Improvement in Company’s Reputation
A company relies a lot on how customers perceive it so high customer satisfaction and loyalty help that. Customers who’ve experienced your amazing services would likely recommend you to others.
Not all of your customers have the time to go through your FAQs or wait for an email response. They want a human responding to their concerns so they know they’re being taken seriously. A human that can handle and empathize with their problems works splendidly for your company’s image.
If you’re able to meet their expectations, your company’s reputation will skyrocket. A positive reputation for your company does wonders for its growth because of the increase in customers and sales.
The internet made everything more convenient for both business owners and customers alike. Businesses need to adapt so it became normal to have 24/7 support services. And some services help you adapt to that business model with different packages and advice. For example, they can help you in the onboarding process or give you regular status reports regarding your business.
The importance of 24/7 customer service is also emphasized because of a few points stated above. With it, you can achieve better customer satisfaction, loyalty, product sales, and reputation. Each factor is connected to another, like how customer satisfaction boosts customer loyalty. And with better satisfaction and loyalty comes more product sales and reputation.
A better reputation also brings better customer loyalty because why would they look elsewhere when you do so well? Hence, the puzzle pieces will fall into place sooner or later as you work towards your goals.
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