January 21, 2021

Why Your E-Commerce Business Needs 24-Hour Customer Support Services

woman woking on an e-commerce store with a call center

Traditional businesses usually operate for eight hours a day. They open up their store at nine in the morning and close up shop by five in the afternoon.  

If you own an e-commerce storefront, however, things run a bit differently. Although the standard business day does end at 5 PM, you don’t stop entertaining customers and hang up a virtual “we’re closed” sign after five. Given that your e-commerce website runs 24/7, you’ll need to have support representatives who can pick up the phone at any time and address the concerns of your customers.

An uninterrupted customer support for your business allows you to enjoy the following benefits:

Improved Customer Satisfaction

After-hours call center support is an important factor in boosting customer satisfaction. By providing round-the-clock customer service, you’re essentially telling shoppers they matter a lot to your business. Giving customers the idea that they’re important helps increase satisfaction in your brand. 

Better Company Reputation

Some customers aren’t satisfied by reading your Frequently Asked Questions (FAQs) page. Also, they may not want to wait hours or days for an e-mail response. Instead, they want to talk to a real, caring human being who can address their problem quickly and effectively. 

You can meet this expectation by being available 24/7 for your customers. You’ll gain a reputation for being caring, dependable and professional to people. What’s more, customers who are impressed by the level of service you deliver are likely to recommend your e-commerce brand, products and services to friends, family and other people. 

Increased Customer Loyalty

A happy customer is more likely to turn into a loyal customer (or even better, a brand ambassador) than someone who has experienced poor or unresponsive service. 

By providing reliable and excellent 24/7 support, customers will reward your outstanding dedication and commitment with their loyalty. After all, stellar customer service shows you care about your customers — and not just the money on their bank accounts. 

Improved Competitiveness

Despite the demand for customer support beyond conventional business hours, some companies are not adapting to the future of customer service. People today are wiser. They notice right away when they’re receiving service that’s head and shoulders above the rest. 

If you’re looking to set your e-commerce business apart from the rest of the pack, provide customers with outstanding 24/7 support. 

More Revenue Opportunities for Your Business

Not every call you receive is a customer complaint. Some get in touch with your business to inquire about your products and services. Others ask for recommendations, clarifications and further details about what you’re offering. If you don’t have agents who can readily answer customer queries, you may lose the opportunity to offer a sale to shoppers who may be interested in your products or services. 

Let Always Answer Take Care of Your Customer Support Needs

Always Answer is fully prepared to meet the 24/7 customer service needs of your e-commerce business. We train our agents to be the best in the industry and deliver exceptional service to your customers. 

Fill out our contact form today to learn more about our answering service pricing.