22 March 2022
Contact Centres Take the Weight off Businesses
Take the weight off your business’s customer support demands by outsourcing part of it to a contact centre with online chat software.
As a business grows, so does its customer base. This is often a good thing because it means more customers, more revenue, and ultimately more exposure. However, there may come a point where your business ends up growing a bit too large and your team start to fall behind.
One particular area that can be problematic is customer service. The more customers you have, the more likely you’re going to get calls, emails, and messages on social media asking for assistance. While this is perfectly fine to handle when you’re still a small startup, this problem can quickly get out of hand if you’re keeping an eye on it. You may encounter a situation where your customers no longer feel valued due to a lack of customer service, or they may be frustrated because they’re unable to speak to someone who can help them.
The solution to this is improving your customer service team. Grow it by adding more team members and training your support staff so that they have an easier time helping your customers. Unfortunately, this can be time-consuming, expensive, and often difficult to manage due to fluctuations in support requests and new customers.
This is why contact centres are such a great option for helping you take the weight off your business.
Contact centres help you balance your customer support load
There will be times when your customer support team is weighed down by an increasing number of support requests. This may happen shortly after a service or product sale, or it could happen because of a recent promotion that leads to a larger customer base. In some cases, you could end up with more support requests because of a feature that you’ve changed, prompting many people to ask questions about it.
Unfortunately, simply hiring more customer support staff isn’t easy. It’s time-consuming to find potential recruits, it takes time to train them, and they’re also given full salaries and benefits. If you no longer need them after a busy period, then you can’t just fire them either.
This is where it helps to partner with a company such as Click4Assistance. CA can help your organisation balance its customer support load by providing powerful live chat software. This can help your staff juggle multiple support requests, and the powerful AI chatbots that we offer can deal with most queries that won’t require a dedicated member of staff to handle.
Offer new communications methods to your customers
Many smaller businesses rely solely on phone support and email. This is because phone support provides a more direct form of assistance and email gives your support staff a chance to analyse the problem before getting back to the customer. However, just having two common support channels isn’t enough for a modern business. These days, many larger organisations offer everything from social media support to WhatsApp and even live chats on their website. This gives them more opportunities to provide support to different people and it allows customers to choose their preferred communication method.
C4A offers professional live chat services to help you meet those customer expectations. Instead of relying just on your phone services and email, you can expand your list of support communication options by having a live chat feature directly on your website. This can be linked to on social media and it can be the main support avenue that you direct your customers through. Together with our AI chatbots, this can help filter out most of the simple customer support requests, meaning your team will be put through to customers that have a serious issue that requires help from a human.
Providing out-of-hours support
Lastly, C4A can also help your business by providing out-of-hours support that is typically difficult to offer. Normally, if a business wants to provide out-of-hours support services, they’ll need to hire staff from different time zones or team members need to work night shifts. This can be expensive to set up and it’ll be a continuous cost that might not provide much value. This is especially true if most of your out-of-hours support queries could be answered with a simple response.
This is where C4A’s chatbots can come in handy. We can help set your business up with smart and efficient chatbots that can respond to most queries and increase customer satisfaction. This is particularly useful if you’re an international business or have many overseas customers.
For more information, don’t hesitate to get in touch with us today for a free trial.