It is highly likely your customers get in touch with you after your working hours. Well, if you have been wandering off lately on how to enhance your customer’s support in the after-hours, we have the solution for you.
Following these amazing and creative tips, you can make sure your customer support is on point and you say the right things to your customer. We will slowly walk you through some amazing creative tips. So let’s get started;
1. Provide A Way To Contact In Emergency:
Customers feel in control and can wait till the next day just by knowing that they can call whenever they choose. They could pause to consider whether their supposed emergency qualifies as such and decide to wait until your regular business hours. An emergency is anything like a service interruption or unexpected downtime. The reset password is not.
Customers are reassured that you care about their experience when you make yourself accessible at all times. You can include a comment advising them to check out your knowledge base while non-emergency concerns, problems with dependence on IT service contractors, etc., are being resolved.
2. Derive A Self-Service Knowledge Base:
It is good to derive a self-service knowledge base for your customers that gives them a sense of authority while providing them capable to retrieve support from the website. A knowledge base can be considered a very cheap yet hassle-free way to provide customers with automated support.
A self-service knowledge base is a tab that holds all the answers to all important questions or more precisely all the FAQs. As small businesses are low on budget, instead of hiring a new team for service, companies can introduce outsourced members to their company. Your customer support is a success when users use it with full potential and that is possible through extensive market research and providing all the common queries related to your services.
3. Try Using Canned Responses:
It can be upsetting when customer service responds by pointing them to a knowledge base. However, after-hours inquiries are different since your clients will be more accommodating and willing to consider other options.
If you connect your current knowledge base with your after-hours automated answer, there is a significant probability that your clients will locate what they need. Make it simple for customers to obtain the next round of support if the links offered do not give the necessary information. The average response time should be included in the responses as well.
4. Use Automated Voicemails:
Voicemails are a simple way to offer phone help after business hours. You may make sure that consumers who contact after business hours get greeted and urged to leave a thorough message about their problem by utilizing voicemails. This is not the same as speaking to support professional over the phone, but at least they won’t have to explain their problem again. When the support team or call center team connects with the customer, they can skip the step and get straight to the solution after listening to the recorded message.
5. Introduce An Offline Chat Option:
Chats are a great option to respond to customers but it can become quite overwhelming for your workers to present their services even after service hours. To make your customer’s experience worthwhile, it’s good to introduce an immediate chatbot to reply instantly to pending queries.
Customers can also submit their queries and the instant reply from the after-hour chat support can be the highlight of your company. Customers can also submit any complaint numbers, mobile phones, or email addresses for further contact. By giving them any estimated time frame to receive the reply, the time of your customers is saved.
6. Outsource Your Customer Support Services:
Not every company is compatible with getting a freelance workforce or outsourcing company. Your company might wish to have a dedicated group of teams with more expertise in and familiarity with your provided services.
Now it’s time to grant those wishes, your company can have total control over how customers are treated and responded by outsourcing staff for providing accurate and swift after-hour service to customers. Many companies such as E-Call Center Services are providing even better customer service. By outsourcing your work, your company can engage devoted staff members to provide needed contact support to customers. This makes sure that the company is in the hands of a reputable and customer-focused service provider.
