How 24/7 Customer Support Improves First Call Resolution Rates

Since life pulsates 24/7, problems crop up now and then, requiring immediate resolution. People no longer wait a second to receive a response, nor does your business miss the opportunity to build trust with customers through round-the-clock assistance. 24-hour customer support becomes a necessity more than an option for companies to ensure a higher first call resolution rate. If you fail to resolve customer issues on the first call, you will trigger frustration. Whatever industry your business operates in, the all-time customer response is a necessity, not a “nice-to-have”.

It is a key performance metric used to measure the ability of a customer management team to resolve customer queries faster and more effectively. Consider your customer calls you once and gets the queries resolved – they won’t make a repeated call to raise the issues again with the customer support team. This reduces the number of follow-up calls and emails, increasing customer satisfaction. Due to lower follow-ups, your business reduces the costs while witnessing an improved ROI. The availability of the customer teams is the key to quicker and easier resolution of customers’ problems.

• Customers may connect with companies at the right time
  

  Customers can immediately raise their concerns or queries with the brands to avail of the services they want. As the call services are available 24/7, they don’t wait or call back to get their voice heard or problems solved.

• Lower call backlogs

  If companies immediately solve the issues on the very first call, the teams at the forefront of customer management are relieved of the piled-up queries. Customer experience management becomes easier with the enhanced productivity of the customer care agents, leading to quick problem-solving.

• Quick access to the right expertise

  Customers of a brand with a global presence may access the expertise, overcoming the barriers of time and space. Companies can protect the interests of their customers and deliver the promises they made.

• Customer satisfaction
  

  When customers experience that their queries in the first instance are addressed immediately, they feel valued. A quick response to their concerns on time brings higher customer satisfaction instead of frustration and stress.

• Customer loyalty and retention
  

  The sincere efforts of businesses to cater to customer needs are crucial for attaining customer loyalty. Customers respond with repeated purchases from the companies, which proactively fulfil customer requirements anytime and anywhere.

• Positive brand image

  A call center business outsourcing available throughout the day can improve the brand image of companies operating in several industries. Due to higher customer satisfaction and lower customer churn.

• Business growth

  Call center companies support businesses in delivering greater outcomes and driving business growth. Supporting them in navigating the market uncertainties and critical situations helps them gain a competitive advantage.

• Healthcare In the healthcare segment, an after-hours emergency call center helps an organisation deal with health emergencies. You cannot compromise with the health of your patients and delay sending life-saving solutions to them. The healthcare desk of  31 West remains on alert and ready to tackle any unforeseen circumstances and offer telemedicine consultations to patients.
• Retail The retail industry is required to adopt modern technologies to cope with the intense competition in the market. 31 West provides modern BPO solutions to retail companies to help them deal with the changing pattern of customer consumption. We empower them with strong support, strengthening their capabilities.
• Hospitality 31 West transforms the travel experience of customers by informing them about changes in the room and flight booking matters. The travel booking support call center enables people to create their travel plans with greater convenience.
• Finance In the management of finances, 31 West can be your reliable partner in keeping your money safe by offering you the necessary information at the right time. Customers can avoid any fraud and manage their assets safely.
• E-commerce In several e-commerce business models, the 24/7 e-commerce customer service offers assistance to companies in different phases of the customer journey. Companies can positively respond to the emerging market trends and secure profits.

• Omnichannel support

We answer through various communication channels, including mail, calls, chats and notifications, giving the customers opportunities to raise queries with different channels. Our teams resolve critical issues with great effort so that your customers do not feel frustrated with their unresolved issues after repeated calls.

• High-quality services within your budget

We offer uncompromised quality of services according to your budget. There are no hidden charges in our service packages, as transparency is our topmost priority for delivering our services.

• Customised solutions

Our experience in customer support over the years has helped us analyse the needs of every company in different industries. Our experienced professionals deliver instant solutions, driven by a detailed understanding of the customers’ requirements.

In the competitive business world, you should prioritise your customers’ needs to attain long-term success. Opt for 24-hour customer support to change the face of customer management and take your business to new heights. Hurry up and book a demo!

A 24-hour customer support reduces wait times with immediate responses, resolving customer issues more quickly.

If you choose the services within your budget, you can keep the operational costs within the limit. With 24/7 call center support, you can enhance customer satisfaction and ensure cost savings in the long term.

The 24/7 hotel guest support provides timely and necessary information to your customers, allowing them to plan their travel conveniently.

The healthcare provider can deliver seamless services to patients and cope with medical emergencies with greater agility through healthcare business process outsourcing services.

A customer care outsourcing can enhance customer satisfaction by offering them constant support in delivering key services and solving their issues immediately.