![]() ![]() If they’re not happy with your availability, they’ll complain through your CSAT or NPS surveys or directly in their conversations with you.ĭiana Potter, Head of Customer Experience at Qwilr, picked up on how customer feedback took a 180 degree turn after they implemented their weekend shifts: “Before, we tended to get angry comments. One of the best ways to get a sense of how much customers want weekend support is simply to listen. This was the case for Charlotte Ward’s team at Tacit Knowledge: “We only took top severity issues and usually there was a lot of money riding on the outcome.” Especially for enterprise customers, this could mean a lot of lost revenue for them and a decrease in trust in your company. If you’re not around to help, a problem could lead to big disruptions in your customers’ work. In software, many customers often work on weekends, too. Complaints about your availabilityĭepending on your unique customer base and what they’re doing with your product over the weekend, the urgency of your customers’ needs and their desires for immediate assistance will vary. How do you know if it’s the right time for you? The upside of offering weekend support is clear, but not every company needs it at every stage. While moving into weekend work is similar, you do have different options to consider. Help Scout has already written about transitioning to 24-hour support, which requires covering a lot more hours, including potential graveyard shifts. That leaves a lot of frustrated customers without a lifeline, not to mention creating quite a painful start to the week as your team plays cleanup crew from the havoc wrought over the course of Saturday and Sunday. If there’s a problem, your team might not spot it until Monday. Indeed, not having coverage on your queue for an entire two-day period introduces a lot of risk. And as that happens, it becomes increasingly important for support teams to think about staffing new shifts for round-the-clock and weekend coverage. As your business grows, and especially if it expands internationally, the potential window of time during which customers might need help gets wider. In fact, 57% of them expect the same response time at night and on weekends as they do during normal business hours.īeing available on weekends has its benefits regardless of industry. ![]() Customers could (and probably do!) use your product at any time of the day or week, and they’ve come to expect help any time they need it. The thing is, customers don’t limit their activities to those hours. Many support teams operate only during set business hours. ![]()
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