There are many things that contribute to the reputation of a company, and the customer service they provide is a huge part. While there are many facets of the overall customer service process, many companies with a high volume of contacts can benefit from offering 24/7 availability. Having a 24/7 call center helps your brand reputation in ways that you may not even realize.
When customers interact with a company, they are quick to talk about their experiences. The fact is, that one negative experience could severely impact a company, depending on the reach of that customer. However, a customer sharing a positive experience with others is extremely beneficial to a company and can strengthen and improve their brand reputation, without doing any additional work. Positive word of mouth marketing is one of the most powerful marketing tools companies can call on.
Customers have the power to help elevate or tarnish the reputation of a company with very little effort. This is why a key element to helping your brand reputation is extended availability such as having a 24/7 call center. Customers want to feel as though they are valued by the businesses they choose to give their money to. The best way to do that is to provide them with the highest level of customer service possible, at any time of the day or night.
One way that having a 24/7 call center helps your brand reputation is that you are not limited to standard business hours. It is a fact that being able to answer a higher number of inquiries via increased availability is great for brand reputation. This means less wait time for customers that contact a company seeking an answer to a question or concern.
Another reason that having a 24/7 call center helps your brand reputation is that it enables extremely easy and convenient customer issue resolution. Having a 24/7 call center, clients can contact companies at their convenience and do not have to worry about not finding time during normal business hours. This results in faster problem resolution and a positive brand experience.
Social media monitoring is another way that companies can greatly improve their brand reputation. By having an experienced 24/7 call center available to handle your customer service inquiries, targeted social media monitoring can be done during off-hours or slower times. By monitoring social media channels for brand mentions and tags, companies can capitalize on any content that may have been posted about their brand and reach out directly to the customer.
This makes it possible to share positive feedback or correct a negative experience. It allows companies to go above and beyond to address any negative experiences anyone may have had in a timely manner. Taking advantage of 24/7 call center availability and introducing social media monitoring is a great way to build a strong brand reputation for a company that cares about its customers.
Global Response understands the value and importance of maintaining a strong brand reputation. In order to achieve this, companies must maximize their time and efforts. It is essential to be known as a company that goes above and beyond to take care of its customers. Extended availability, convenience, and social media monitoring are all reasons why having a 24/7 call center helps build a positive brand reputation.