It is a relatively well-known fact that providing customer service to your product owners is important for many technical or high-functionality products. However, some companies struggle with just how much customer service they need, including whether 24/7 customer service is necessary. The decision to increase availability from limited hours to full-time is one that should be made with great thought, but there are some telltale signs that often indicate this transition is necessary. 

Customer Base Expansion

The goal of business is always expansion. For a company to be successful, they need to constantly expand their customer base. If your company began with a customer base solely in the United States but has started to gain sales from all around the world, it is a good idea to expand your customer service offerings.

Limiting your availability will accommodate your local customers, but for customers in other parts of the world, accessing the customer service call center during the predetermined times might be a challenge. Around-the-clock models ensure that no matter where a customer is, they can get help when they need it. 

Extended Response Times

You should have a data tracking system in place that allows you to monitor response times for your agents if your customer service efforts involve more than just phone calls. For example, if you offer email or chat options, customers can submit their concerns via these channels.

If you notice a significant increase in your agent's response times to these requests, it could be that they simply have too many requests coming in than they have time in the workday to address. Expanding the agent workforce to a 24/7 model means that they will be able to work through and respond to requests much faster. 

Poor Resolution Feedback

Another data tool you can use to monitor whether or not you need to increase your customer service offerings is customer feedback. At the end of the customer encounter, they may leave feedback about their experience. Common complaints about extensive hold times, for example, often indicate the need for longer hours.

Often, wait times are extended because a high volume of customers is trying to get through within a limited window. Offering customer service 24/7 allows these requests to be better spread out throughout the day, which can drastically reduce wait times and overall customer satisfaction.

Keep these factors, and others, in mind as you make your decision to transition from limited availability to 24/7 customer service. 

For more info about 24/7 customer service, contact a local company. 

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