When it comes to customer satisfaction and recovery, the most important process is that of receiving customer concerns, acknowledging them, and responding to them in a timely and effective manner. Customers whose concerns go unheard or unresolved, even if just for a few days, are likely to leave for a competitor. But this is largely avoidable.
Most businesses in the 21st century offer call center support and/or email support. But this is often limited to 9-5, 7-7, or other traditional business hours. In an increasingly diverse and complex marketplace, consumers are active and communicating at all hours of day and night from time zones across the globe. Does your company have a 24/7 presence? Phone support? Web feedback? Social monitoring? All of these are critical so your organization can more quickly respond to these concerns. For both a company’s reputation and its bottom line, 24/7 customer support presents a compelling ROI. To learn more, contact us.