Your business may end at 5 pm, but your customers are just getting started. Assuming they don’t spend their workday surfing online and taking personal calls, after 5 is when they are likely to contact you for support.
An easy answer to the after-hours support problem is to outsource to resources that cater to all time zones, but the best answer is businesses learning how to do this themselves. Here are six proven tips for after-hours support you should incorporate in your business.
Why Should You Offer After Hours Customer Support?
The rise of technology has led us to a tipping point in customer support. Customers know what they want and they also know that it’s possible. No matter what the product or service is, customers may find themselves in an imminent need for support at any time of the day. It is in the best interest of your customers and business to have an airtight after-hours support strategy that will show your customers that you are ready to push the limits.
Tips for After Hours Customer Support
Just knowing that they can call if they want to is enough to give customers a sense of control and hold them over until the next day. They may take a moment to question whether their perceived emergency really is one and instead wait until your normal business hours. Showing your customers that you are available all the time assures them that you care about their experience.
This is the era of remote working. If you rotate your team to have a member available for support through a mobile app one evening a week, customers can still get help after hours. However, it’s important to tell customers in advance that this option for support is limited. This is similar to the emergency number option where customers know support is, at least, reachable.
A response from customer support redirecting customers to a knowledge base can be frustrating at times. But after-hours requests are different where customers will be ready to cut some slack for you and be open to alternatives. Link your up-to-date knowledge base and community forums to your after-hours canned response, and there is a good chance your customers might find what they are looking for. Make it easy for customers to access the next level of support in case if the provided links don’t answer the question.
There are some questions that customer support is asked over and over. Pre-recorded tutorials can be a solution to these requests after hours. By assessing the most common support requests, your team can create some ‘how-to’ videos that walk people through troubleshooting. Link these tutorials and webinars in your canned responses.
Self Service is the best solution for after-hours support. They can provide customers the answers they need 24/7. Create a self-service customer community forum where your existing users can pitch in and help other people out with their questions. Many users are likely to help other people when something interesting pops up even if it’s after hours. These people are an unofficial part of your customer support team. You can even encourage them with a reward system since they play an important role in your after-hour support and enhancing the customer experience.
Although chat is intended to be a live experience where customers receive immediate responses from customer support, chat can still be instrumental for after-hours support. With HappyFox Chat, you have an option called the “offline messages”. The customer can submit their contact details and the issue. They don’t have to log in to post a question or remember to get in touch the next day.
As soon as the agents become available, they can access these offline messages and begin responding. So although it’s not an immediate response, it shows your willingness to stay connected with your customers.
Whatever method you use, always communicate that you care about your customers and genuinely want to help them solve the problem. Look into HappyFox, the customer support software that helps you reduce the chaos while drastically improving your support experience.
Schedule a live demo with HappyFox Help Desk and learn more about the product today!