Are you available 24-7?

Some customers are demanding. They want to be able to contact you 24 hours a day, seven days a week. Is that possible? Is that feasible? It depends on your business but according to Kelley McGuire writing for the TMC website, it can increase customer satisfaction. (Here’s a link to the article.)

McGuire argues that customers should be able to reach someone through an answering service, 24 hours a day:

That’s why I believe that all companies that strive to have the best customer service and customer relationships should implement a 24 hour answering service, like the one offered by ReceptionHQ, an answering services provider, with a live agent to personalize every call, no matter what time or day it’s at.

According to McGuire, the ability to talk to someone gives customers some peace of mind.

Certainly, for some businesses this would be a helpful feature.  Unfortunately, we can see where this could also backfire. If the answering service can only take messages, it may add to a customer’s frustration. When people want answers they are not satisfied with “someone will call you back.”

What do you think?

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