24/7 Online Support Service

A 24/7 online support service can be a truly invaluable resource 

Can it make a world of difference to your business?

When it comes to e-commerce websites, it’s all about functionality, design, and the features of e-commerce platforms. 24/7 customer support means customers can get help and find answers to questions as soon as they come up—24/7 and in real-time. The biggest flex of offering 24/7 support is that you provide a more convenient service for your customers. In an always-on world, providing round-the-clock support means your service meets customer expectations, and they can contact you whenever they need you.

Here are some of the advantages of having a 24/7 online support option:

1. It means problems get solved immediately

Depending on what service you offer, it’s possible that your customers or clients simply can’t afford to wait until the morning for a problem to be fixed. If you’ve got a customer service team available at all hours of the day, you’ll be able to offer a better and faster solution than your competition.

2. You won’t lose business

The flip side of this is, of course, that if you work in certain industries you will lose customers to competing businesses that do offer a 24/7 service. In some markets, this can be a vital selling point. Many of our clients work within the funeral industry, for instance, and being able to offer assistance overnight is essential to them, for obvious reasons.

3. You’ll have happier customers

There’s no way around this point. If you’re able to help your customers immediately, rather than in a few hours, they’re more likely to feel well inclined towards your company.

Customer satisfaction is always the biggest factor in profitability, especially for smaller companies, so the earlier you can provide a solution to any problem they might have, the better. A 24/7 support line will often offer a substantial positive ROI, simply because it means customers are more likely to stay with a business that helps them immediately.

4. It demonstrates a positive commitment to your customers

A business that invests in a 24/7 customer service line is demonstrating that they want to truly look after their customers. That they’re committed to helping them as soon as they can. This show of commitment will earn your company a positive reputation within your market, especially if you’re an early adopter of the service.

5. It gives you geographic flexibility

In a world where it pays to be able to serve as many countries as possible, a 24/7 customer service network can be invaluable. A client on the other side of the world is simply more likely to work with your company if they know they can call you for assistance on their schedule, rather than yours.

There is no doubt that e-commerce will continue to grow. Though providing 24×7 customer support may sound a lot of work or expensive, however, it is a long-term play and you are investing in building customer relationships. If done rightly, it will not only provide timely customer support but also increase customer retention, and give your brand a competitive advantage that a few brands can match. A positive reputation of your company will do wonders for the growth of your business, increasing your customer base and improved sales will roll in. Our online platform Makete has these features and can take your business to the next level. 

MAKETE provides the Vendor with their own e-commerce capability and at the same time allows them to be part of a large multi-vendor marketplace. A Vendor can use the MAKETE platform as their own e-commerce capability i.e. some Vendors have their own website and can link this to MAKETE as their online store. Our online platform MAKETE offers these secure payment features. 

Contact us at [email protected] to find out more on how to get your online store on MAKETE!

About the author: Sheenal Naiker
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