Shopify Ecosystem

How To Win Big With Incredible 24/7 Customer Support

how-to-win-big-with-incredible-24/7-customer-support

24/7 Customer Support is one of the biggest buzzwords used in the business world. But how often do businesses stick to the ‘24/7’ idea? Are companies doing enough to deliver seamless, round-the-clock support?

We often witness customer service landing at the bottom of the operational strategy and investment funnel. It might have been the right approach decades ago, but not anymore. Whether you are a B2B or B2C business, customer service is paramount in today’s customer-centric world. Reports show 59% of consumers have higher expectations for customer service than they did just one year ago.

When it comes to success, support is equally essential as sales and marketing. Providing top-notch customer service helps grow your brand value and cultivates a long-term loyal customer base. Over time, customer support has emerged as a vital revenue driver, translating into increased sales and customer retention. The support bug doesn’t stop once the customer decides to purchase your product, it extends way beyond that.

Multi-channel support

In today’s digitized world, with multiple channels at our disposal, it has never been easier for businesses to connect and communicate with their audience at different levels. According to Zendesk’s Customer Experience Trends Report 2021, 85% of organizations admitted to introducing changes to their support over the past year, as customers adopt new channels to interact with businesses. Therefore, companies need to evolve and align themselves with their customer preferences constantly.

So why limit yourself to the traditional ways of offering customer services? Why not expand the horizon and create a wholesome support experience across channels?

Besides good old phone and email support, start offering customer support through different channels and platforms such as live chat, Facebook Messenger, Twitter, and WhatsApp. This gives customers options to reach out on their preferred channel for assistance.

Global deliverability with regional capacity

What does this mean? In a global business model, it’s crucial you are present when your client needs you, irrespective of geography and time zones. A strong support team of highly knowledgeable professionals, based across significant target markets with cross-functionality, is the cornerstone for exceptional customer service.

“Delivering the right message through the right channel at the right time and to the right person,” is the mantra for optimal customer experience. Every client is different and so are their issues and needs. Therefore, it’s important to achieve immense levels of accuracy and curate carefully considered responses, catering to their problems and keeping customers satisfied. So, invest in a robust support system, it’s long overdue.

The Dotdigital promise

“Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create raving fans.” – Ken Blanchard.

The quote aptly describes Dotdigital’s ethos. At Dotdigital, we believe in celebrating customer success and live by the promise to deliver 24/7 brilliant customer support. Going above and beyond for customers with the ‘Follow the Sun’ model differentiates us from the rest.

Our global support team works round the clock via phone, email, live chat, and Twitter to keep the conversations going. From London to New York to Sydney, our brilliant team is always at the forefront, passing on the baton to avoid delays and get things resolved with minimal response times.

That’s not all, we understand some of our customers are curious to learn and want to drive solutions on their own. Dotdigital’s support hub, training hub, and plenty of up-to-date articles guide our customers at each step.

Keeping up the momentum, Dotdigital has now introduced two new options to contact support – WhatsApp and Facebook Messenger! This enhanced access is to make sure our clients in regions can contact support on the channels they are most comfortable with at a time when they want.

But don’t take our word for it, here is what are customers have to say:

“The Dotdigital support team has been exceptional by supporting Caruso’s with technical and strategic advice regularly. They are such a valuable asset to the digital team at Caruso’s.” – Diana Uribe, Digital Specialist at Caruso’s Natural Health

“The journey over the past 18 months with Dotdigital has been great. The key element that differentiates Dotdigital is the way they treat their customers. Their hands-on customer service, continuous support, and working as a partner made them our best choice.” – Steve Blick, Direct to Drinker & Ecommerce Leader at Stone & Wood

“Dotdigital’s integration with Magento, its seamless automation builder, and its great local support team made them an easy choice.” – Sandradee Makejev, CEO and Founder at St. Frock

“The best thing about the Dotdigital team is their ability to understand and align themselves with clients’ needs and vision, as well as the fantastic local support.” – Suzie Young, Head of Digital and Direct Marketing at Signet 

Customer support has become imperative for businesses in recent times. Remember, excellent customer service leads to happy customers and creates brand advocates, resulting in higher customer retention and easier customer acquisition. So spring forward and embrace the change, making this your first step to excellent customer support.

Special thanks to our friends at dotdigital for their insights on this topic.
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