Customer Service &
The Importance Of 24/7 Customer Service And Returns Support
Wondering if you should invest in 24/7 customer service and returns support from an outsourced partner like International Connects? Curious to learn more about the benefits of working with us? Here are just a few reasons you should invest in truly 24/7 service.
Improve Customer Satisfaction
Your customers are spread throughout the country – or even globally – and they all have different schedules and may contact your company at different times for support. On top of that they all have their own preferred channels for communicating.
Simply having a part-time team of customer service representatives, or only opening up your phone, website chat or email during a certain time of day could pose issues for those without typical 9-5 schedules. When your customers are having issues, you want to know about it as soon as possible.
24/7 customer service and returns support is a key way to enhance customer satisfaction. No matter what time – day or night – a customer can initiate a return, or discuss an issue they’re having with your product or services, so that the appropriate action can be taken. This availability makes it easier to provide great customer service experiences – and ensures your customers always feel like their needs are being met.
Streamline The Return Process
Your goal should always be to minimize the time it takes for a customer to make a return. The sooner they send their items back, the sooner you can process their refunds, and the sooner you can restock the returned product, to resell it to someone else. The longer it takes for a customer to return an item, the longer each of these processes will take.
Making it easy for customers to initiate returns 24/7 ensures that the process goes as quickly and smoothly as possible.
Enhance Brand Loyalty & Recognition
Every company should make it their goal to be known for stellar customer service. Many successful businesses have built their entire brands on offering great, reliable, and always-available service.
Great service helps businesses build better brand reputations, and fosters loyalty with existing customers.
What To Look For In An Outsourced Customer Service And Returns Partner
Your customers don’t just contact you by phone anymore, so you need a company that supports modern platforms, such as Facebook, Twitter, Instagram, email, chat and text-based support. By choosing a partner who offers omnichannel support, you can ensure that your customers always get the help they need, no matter what communication platform they prefer.
U.S. Based Service & Offshore
US-based & Offshore service is typically superior to service offered by near-shore of off-shore customer service providers, so look for a company that offers these service with experienced customer service representatives.
True 24/7/365 Availability
Your customers should be able to contact you anytime – and that includes nights, weekends, and holidays. Make sure you choose an outsourced partner with 24/7/365 staff availability, as this will help enhance customer satisfaction.
In some cases, your outsourced partner won’t be able to satisfactorily resolve an issue, so there should be an escalation and transfer system, which will allow a customer to speak with a supervisor, or contact one of your staff members directly. This helps to ensure that they will have their issue resolved with just a single communication.
Expecting a call from an important client or customer? Need to make sure you take it directly? You’ll definitely want to find a company which can transfer calls to you automatically, to make sure you never miss out on important client communications.
Ideally, you should be able to trust your outsourced partner to handle all of these tasks and more – including the entire returns and customer service process