A Guide to 24/7 Customer Care
At this time of digital transformation 24/7 customer service accessibility is essential. Your customer care team needs to be available at all times, whenever your customers want them.
Customer service has come a long way from traditional call centres. Today, consumers want to contact brands through a variety of channels. But are companies truly maximising the technology available to them in order to deliver an outstanding customer experience?
At FM Outsource, we conducted an in-depth mystery shopping exercise to identify the exciting, missed opportunities brands should be tapping into if they want to take their customer service to another level. We surveyed a number of top brands, across a variety of sectors, to gauge the temperature of customer service as it exists today.
And the results are thoroughly intriguing.
4 out of 5
brick & mortar brands provide a CS email address
The average telephone response time for supermarkets was
4.5 mins
100%
of e-tailers had webchat availability
Less than
12%
of brands offer SMS/Whatsapp
In a world of tighter budgets and multiple options, it can be difficult to know exactly where best to spend your money. In our cost analysis, we break down how much an insourced agent actually costs you and, more importantly, how much you’ll save by outsourcing.
And our entirely UK-based teams can actually help improve your customer experience at the same time. So we’ve included some client case studies showing you how we achieve this.
At this time of digital transformation 24/7 customer service accessibility is essential. Your customer care team needs to be available at all times, whenever your customers want them.
Our client reached out to FM Outsource to digitally transform their customer service offering. Within 10 months, we had improved their review score to 4 out of 5 stars and saw them sitting alongside fashion giant Dior.
As a brand, Hotel Chocolat have always found outsourcing essential to their operations as it offers them much-needed flexibility. Plus, they have found that when partnering with FM, the expanded teams feel like just another part of the Hotel Chocolat business.
If you’re ready to elevate your customer service to provide a better experience, speak to our UK-based experts today. We’re on hand to help you find the best solution for your requirements.
