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  • January 3, 2023
  • By Jo-Ann Fussell, CFO and owner/operator, Voice Link

3 Tips for Providing 24/7 Customer Service

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As a business owner, you know that providing excellent customer service is one of the most important things you can do to ensure your company's success. With utility companies, for instance, it is no secret that issues can arise at any time, day or night, so it is absolutely critical to have 24/7 customer service in place. But what if you are not available 24 hours a day to provide great service to customers? Thankfully, several useful tools are available to aid in your success in implementing 24/7 customer service. 

First and foremost, it is important to recognize that customer service is the lifeline to your company’s success. Your utmost priority is to provide excellent service to customers, both in person and through online chat features. There are several ways to tackle this critical issue and ensure your customers can always get the help they need:

1. Optimize Self-Service for Customers

Self-service is a vital part of any customer service strategy. This allows customers to seek answers to their problems by utilizing the information you provide them online and instantly.

When optimizing your self-service options, keep the following things in mind:

Make sure your self-service options are easy to find and use. Customers should be able to quickly and easily find the information they need without searching through a maze of menus and links.

Provide a variety of self-service options. Some customers search for answers independently, while others prefer to chat with a live agent or talk on the phone. By offering multiple channels, you can cater to the preferences of all types of customers.

Keep your self-service options up to date. Make sure the information in your knowledge base is accurate and current and that your live chat agents have the most up-to-date information about your products and services.

2. Deploy Technology to Assist When You Are Not There

In the consumer-oriented marketplace of today’s world, it is vital for any organization that markets to the public to provide excellent customer service. In fact, businesses that do so will have a competitive advantage over other businesses that do not spend time and resources on providing true customer care.

One of the keys to providing good customer service is being able to take care of your customers quickly and effectively. This requires you to be aware of their needs and requirements. The quickest way to do things is with technology. This means having a system that allows you to keep track of your customers, their interactions with your company, and their needs. If you equip your staff with the right technology, they will be able to provide an excellent customer experience.

There are a few key pieces of technology that you need in order to provide great customer service:

A customer relationship management (or CRM) system: This will help you manage your customers’ information and interactions. It can help you track each customer’s purchases from you and any issues or concerns they may have.

A knowledge base: This is a collection of information that can help you resolve customer issues quickly and efficiently. It should include frequently asked questions, how-to guides, and any other relevant information.

A live chat function: This is a great way to provide fast, responsive customer service. Customers can get their questions answered quickly without waiting on the phone or for an email response.

A help desk: This tool allows you to manage and track customer support requests. It can help you prioritize and assign tasks to different team members and keep track of progress on each request.

3. Utilize Call Center Services

The truth is that companies are under constant pressure to provide excellent customer service. The aforementioned utility companies, for example, must be available 24/7 to answer queries and resolve customer issues. This can be incredibly challenging, especially for smaller companies.

One solution is to use a call center service. This will ensure that your customers can always reach someone when they need to. It also takes the pressure off your staff members, allowing them to focus on other tasks.

Using a call center service is an excellent way to improve your customer service and make sure your customers are always happy. A call center service for utility companies ensures that customers can always reach someone who can help them with their problems. Call center agents are trained to handle all types of inquiries, whether they are simple questions or complex issues. And because they’re available 24/7, you can rest assured that someone will help your customers whenever they need it.

By following these tips, your company can provide 24/7 customer service without breaking the bank. Thanks to modern technology, there are many cost-effective ways to provide customer service around the clock. By utilizing a combination of live chat and phone support, you can be sure your customers will always have a way to reach you. What's more, you'll keep your customers happy and loyal for years to come by providing outstanding customer service.

Jo-Ann Fussell is the CFO and owner/operator of Voice Link, a virtual receptionist company providing the highest quality live answering, order entry, and customer service center services. Fussel has 31 years of experience in finance and information technology and is a Magna Cum Laude graduate of Columbus State University, a licensed CPA, a Certified Key Performance Indicator Professional, and a mother of two Eagle Scouts.

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