In an increasingly networked and digitalised world, in which consumers’ lifestyles and demands have moved away from rigid schedules, customer service at any time of day or night is becoming ever more important. Providing customer service around the clock, also known as “24/7 customer service”, has become a crucial element for companies to meet the increasing expectations of their customers and clients.
24/7 customer service means that customers can receive support from a company at any time of the day or night to solve a problem. This can be via various contact channels, such as telephone, email, live chat or service apps. The idea behind this is that customers are no longer dependent on specific business hours to receive help or information and can therefore experience the best service in any everyday situation.
By providing round-the-clock support, companies can build a stronger bond with their customers. They feel valued and supported, regardless of the time of day. 24/7 customer service has a huge impact on an outstanding customer experience.
In industries where competition is intense, 24/7 customer service can serve as a differentiator. Companies that offer this round-the-clock support stand out positively from the competition and can be a deciding factor in favour of a service provider.
24/7 customer service does not necessarily mean that the service staff in customer support have more work to do. Quite the opposite. With the right tools in place – more on this below – 24/7 support can even take the pressure off customer service.
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Especially in technical customer service, problems are unpredictable and can occur at any time. What all technical problems in customer service have in common is that they are absolutely annoying and lead to a high level of frustration. A technical failure of the internet connection, for example, can be just as urgent at night as it is in the afternoon. Here are some reasons why 24/7 customer service is particularly worthwhile in technical customer support:
There are many useful software solutions for automating round-the-clock customer service. Ticketing systems, telephone or email support require the deployment of additional staff and chatbots are ideal for simple, recurring questions, but they also reach their limits when it comes to solving technical problems. Intelligent self-service apps, however, enable customers to solve problems independently without having to rely on direct (human) support. Functions such as problem analysis and resolution, WiFi optimisation or speed testing offer comprehensive resources to assist with technical queries. Self-service apps reduce the need for direct customer interaction and enable efficient support around the clock. But that's not all. By interfacing the apps for customers with the dashboard for employees, support staff have everything at a glance and can access historical problem-solving scenarios should employees ever pick up the phone during service hours. Overall, today's technological progress requires flexible, responsive customer service. Companies that meet these requirements and combine 24/7 customer service offerings with innovative SaaS solutions, such as the Conntac Self-Service App, can not only fulfil their customers' expectations, but also build long-term customer loyalty. After all, good customer service is known to promote brand loyalty, which is (almost) all that matters in the end.
