We’re living in a time where consumer expectations are constantly evolving. Today’s customers judge every brand by the customer service experiences larger companies like Amazon and Netflix offer. You could risk losing loyal clients if you’re not offering consistent, seamless support across multiple channels.
However, while your customers might prefer 24/7 human support, delivering that level of care and guidance can only be possible for some businesses. You only have so many employees on your team who can only work for a certain number of hours.
So, how do you choose hours of operation most likely to differentiate your brand from the competition and enhance customer satisfaction scores?
Today’s companies have various methods to choose from when selecting their operating hours. While the traditional 9-to-5 route is a good choice for some businesses, as it’s what many consumers expect when calling a brand, it’s not the right choice for everyone.
Here are some of the other strategies you can consider ensuring you’re delivering the best quality of service when your customers need it most:
Ultimately, there’s no one-size-fits-all strategy for picking the perfect opening hours. That’s why the best plan often involves carefully assessing your company and customers. Rather than just copying what your competitors are doing, use your data insights and real-time information to make a more intelligent decision. A contact center wallboard or dashboard can help with this.
Your dashboard will offer a quick and convenient overview of when you’ll most likely get requests and calls from your target audience. This will allow you to organize your team according to your customers' best interests. Taking a data-driven approach to operating times comes with a range of different benefits, such as:
You can even consider testing out different operating hours while watching the metrics collected from your dashboard. Improvements in customer engagement, satisfaction scores, and metrics like NPS ratings will show you whether you’re picking the correct opening times.
Ultimately, today’s customers expect the businesses they buy from to be available to help and guide them whenever they need it. However, this doesn’t have to mean spending a fortune on a 24/7 customer service team. Learning when your customers are most likely to be active and reaching out to your team means you can organize your workplace schedule to suit your client’s needs.