![]() Even if the response only lets them know that you’re aware of the issue and that you’ll be getting back to them during normal business hours. Good business practice suggests you answer emails within 24 hours, however, if you answer within 10 to 30 minutes, clients will be impressed. ![]() ![]() (Unless you are outsourcing your calls to call centers with agents that do not speak the language of your clients properly and provide frustrating customer service experiences.)Ī good after-hours service can log issues, put callers at ease, and set expectations for follow-up calls or emails, from the appropriate person in your company, with resolution.Ĭompanies that do not offer live agent service after-hours will typically leave clients to the next available channel of communication like a contact form on a website or email. If you provide live answering after-hours, you are building rapport with your customers even when you cannot personally answer your phones. Did you know that 60% of people will no longer leave a message on a voice mail? Timely customer support does not necessarily mean “on the spot” resolution it just means a timely response that sets a proper expectation for follow-up and resolution.įor example, if you list a phone number on your website, be sure that there is someone on the other end to pick up the phone. Your customers don’t want to wait days or even hours for responses to their questions or help with their problems and, in most cases, if you force them to wait they will take their business elsewhere. Whether answering the phone or responding to email inquiries, in today’s fast paced business climate, failure to respond to customer inquiries in a timely fashion, could be the difference between success and failure.
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