Customers have plenty of expectations from businesses, and an excellent customer experience is at the top.
In fact, according to PwC, 73% of customers point to experience as the most important factor in their purchasing decisions, while 65% said a positive experience with a brand is more effective than great advertising in getting them to transact with a business.
But what makes a positive customer experience? The same PwC research listed the following factors:
- Knowledgeable & friendly help
You can provide all these for your customers with 24/7 live agent support.
The Value of 24/7 Live Agents
Customers want instant resolutions for any issues they face when doing business with you. They don’t want to wait for days hoping for a response to their email—doing so will leave you vulnerable to more complaints and angry, disappointed customers.
As such, offering 24/7 customer support can significantly improve the customer experience. Let’s take a look at the advantages of live agents available all day, every day below.
1. Solve Customer Problems Right Away
As mentioned above, customers view speed as one of the most important factors of customer service. 24/7 live agents allow you to provide that.
If your customers encounter an issue with a product or service and simply cannot afford to wait until business hours for it to be fixed, having a 24/7 live chat or hotline will help them resolve their problems quickly.
This leaves customers with a positive experience with your business.
2. Provide Support for Customers in Any Time Zone
If your business delivers products or services to customers in different time zones, having 24/7 live agents is invaluable.
This is especially true for businesses that serve customers internationally. 24/7 customer support means customers from the other side of the world don’t have to stay up all night just to reach you.
It’s also a good alternative to having separate support teams in each country or region you serve.
3. Prevent Missing Customers & Losing Sales
Did you know that 72% of consumers will switch brands after just one bad experience with a business? If a customer calls and can’t reach you, that one instance of failed contact can mean lost sales.
In addition, business is competitive, no matter the industry. So if you have competitors that offer 24/7 support, potential customers are more likely to choose them.
But when you have agents ready to answer your customers’ queries and offer assistance at any hour of the day, you reduce the risk of losing customers – and sales.
4. Keep Your Customers Engaged
When you have live agents, you will likely see an increase in engagement from your customers.
As we have established before, customers like transacting with businesses that could give them instant help. 24/7 support allows them to engage with your business instead of giving up and ditching your products or services altogether.
With increased engagement also comes more chances to make a good impression. With friendly agents and personalized service, customers leave with a positive experience.