If you are a business owner or manager, you are likely always looking for new ways to up your customer service game. Having an excellent customer experience associated with your business is a surefire way to keep and attract customers and clients. A well-kept, well-managed, and dynamic contact center is integral to achieving success in your customer service areas, and it can help your call center team to have an easier time completing their work. If you really want to enhance your customer support and aid your business overall, a 24/7 call center may be right for you. Here are three reasons you may want to consider this innovative new tactic for your customer interactions:
1. Customer Insights That Don’t Take Any Downtime
Part of the appeal of having a customer contact center is that you can track key customer insights that allow you to better get to know your audience and, in turn, better cater to them in all areas of your business. If you invest in a contact center that has CRM integration, you will be able to track your customer behaviors and interactions at all hours, which can help you pinpoint the best times to interact with this base, as well as the best channels for communication. Whether your business uses Salesforce or another CRM, an intelligent cloud contact center will be able to seamlessly let you know more about your audience.
2. Meet Your Customer Base Where They Are
Using an omnichannel 24/7 support system like the contact center from Bright Pattern will allow you to meet your customers where they are, when they are. If your call center is not available in some capacity at all hours of the day, your business is missing those customers who cannot get to their phones or computers during your set hours. This can breed negative feelings toward your business, and hurt your customer experience ratings as well as your reputation. A Microsoft contact center that is open 24/7/365 allows you to catch those customers who may work long hours and, for many other businesses, can slip through the cracks. If you invest in an omnichannel contact center solution, you can also interact with your customers on the communication channels they feel most comfortable in, which further personalizes their client experience. Whether they prefer a phone call, SMS messaging, website chat feature, or email, your customer support team will be able to interact with your clients in a way that makes them feel respected and well taken care of.
3. Get a Leg Up on Bigger or More Well-Known Businesses
A huge advantage of getting a contact center that has 24/7 availability and omnichannel integration is that you have a leg up on your business competition. The larger companies may not have the personalized touch that your business does by utilizing communication channels that meet customers where they are. Additionally, if you invest a lot of time and energy into making your round the clock service perfect, you will have a better reputation than even the most well-known businesses. Think of it as your customers having loyalty to a small mom and pop bookstore or coffee shop rather than a big-name chain. It is the same idea: personalized, reliable customer service support will gain you a better, larger, and more loyal client base. The idea that your contact center is 24/7 also opens up the possibility for your customers to utilize self-service options that are automated. These options could broaden your audience as it is more comfortable for many customers to feel that they are in control of their support experience.