Gone are the days when customers accepted that ‘phone lines are now closed', or a response to their query will take ‘2-3 working days’. The customers of today demand always-on service. It’s an expectation that failing to meet drives customers to more tech-savvy competitors.
According to Microsoft, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. Yet according to Salesforce, only 34% of companies are implementing “customer journey mapping” into their customer service.
Becoming an always-on business doesn’t require the expense and complexities of hiring people around the clock to answer the phone. Instead, it’s automation, AI and self service solutions that fill the customer service gaps. Implementing these not only gives customers the always-on service they expect, but also transforms businesses into super-scalable, more profitable growth machines.
Business owners of today should be asking themselves if their business is really ‘always-on’. Can their customers get answers to their queries instantly, or serve themselves out-of-hours? Could a chatbot or self-service portal reduce the burden on their teams?
If you would like to understand how your business can make the transition to always-on, feel free to get in touch for a chat.Back to Blog