Importance of After-Hours Support for eCommerce Businesses

• November 30, 2018Back Office Support, Tips and Tricks

The days has been gone when businesses could shut shop by 6 PM. The online businesses have changed it completely where customer need 24/7 support services as they are not restricted by geography or time zones. We can say it freely that there is no “end of day” and businesses need to be available for their customer all the time 24/7.

This after-hour support services not only help buyers but also stand you ahead in this competitive market. If we think from the customer’s point of view, it is right because they are paying for the convenience and cost-effectiveness of online shopping. Due to lack of a physical distance between buyer and seller in the online shopping, customers have to face risk at every stage of online shopping process, this is where customer support services help them to make it easy in all ways.

When the point comes of providing customer support services, every business has to select from two choices:

1) Let the customer leave a message through voicemail, and you revert the answer in the morning

2) Pick up the call, no matter what time is

Well, it seems very clearly that first option is easy but if you go for second option will ensure that you are not losing a single customer.

It will be beneficial for you to invest money in after-hour customer support services. Some reasons behind this are mention below:

1. Never Miss an Important Call

In this competitive market, it is essential to provide services 24X7 to ensure no single sale slip from your hands.

2. Build Credibility and Increase Business

If you available around the clock for your customers, they feel good that you care for them and their requirements. This help to build trust among them about your services. We know that 100% incoming calls will not urgent but it will definitely increase your branding only with the help of around the clock availability.

3. Up-Sell and Cross-Sell

When we talk about up-sell and cross-sell, we cannot consider a pre-recorded message or email for it. To get all these, it is essential to answer all the phone calls, emails and live chat at 24X7.

4. Increase Productivity of Employees

Employees can’t perform the day’s new task if they have large number of overnight voicemails to do in the morning. With the help of after-hour support services, you can decrease the workload of employees and make them able to easily perform the day’s new tasks.

5. Experience Drop in Abandonment Rates and Frustrated Clients

A customer feel supports from your services when he/she gets quick replies of their queries. It means you need to deal with few frustrated clients and will be able to increase good relationship with existing ones. The chances of drop in abandonment rates also decrease as customer do not abandon their cart midway.

6. Cater Across Geographies

After-hours support services helps you to deal with not only that customers who are in or near your location but also all time zone potential customers.

7. Suits Nature of Business

You must provide after-hour support services if:

• You deal with time-sensitive products or services
• You deal with worldwide customers
• Customers use your product round the clock

Outsource is a good option if you want to save your time, money, technology and infrastructure for after-hour support services. An experienced company like Switch2eCom who have good multi-channel communication options (phone, live chat and email), technology and experienced professional team can help you to provide after-hour support services at very reasonable price.