It is good to have 24/7 support. But at the same time, it is not a must have a requirement to fulfill the customer needs. 24/7 support will consume more working hours of support agent and also very expensive to implement. Also, the idle and unproductive time of support agent will be more which results in the loss of motivation of the support agent in which motivation is many essentials in the crucial times.
Hence the organization must invest their resources in an effective way to fulfill the customer need and providing support. First, identify the critical needs where the customer requires immediate support in no time and use the appropriate automated tools to respond to the customers. There are various tools in the market to keep your lean team operating efficiently. The most crucial cases where immediate response required to reach the customers could be downtime of application, catastrophic failure of most used functionality etc. Using some applications and network monitoring tools you can immediately detect and prioritize to solve them.
Most of the tools will notify the service agent whenever there is a downtime with your application through email, SMS or through app. Without any in-house monitoring teams, there are some tools which provide automatic responses immediately to customers with messages like “support is on the way”, “thank you for choosing the product” etc. and also providing tentative delivery time. Some system can also be set up with automatic troubleshooting systems and providing solutions for frequently occurring issues.
Faasthelp is a simple customer support and engagement tool.To see how it would be to have faasthelp click on https://faasthelp.com and signup to get the free trail on your application.
Here are some benefits Faasthelp can bring to any company.
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