How To Keep Your Business Running After Working Hours
“Whenever the customer wants it, you should be there”
How do you keep your business running after working hours? Read this post where Emmanuel Otori proffers several solutions to this challenge.
Most offices operate their days from 9:00 AM to5:00 PM, which only lasts during the daytime. If need be, the cost of running a shift by servicing the office at night with equal staff strength might be cost-intensive. Because of this, most organizations suffice to the normal routine of running an office during the daytime.
The concern is that our customers don’t sleep. When they want a solution, it can be urgent and important. The earlier they speak to someone, the more relief they get that their solution is on the way and they can beat the deadline. Knowing that most offices close after 5:00 PM and on weekends makes customers seek other service providers.
The question that begs an answer is, “how do you keep your business running after working hours?” Continue reading to find out.
Five Ways to Keep Your Business Running After Working Hours
Every business should focus on customer satisfaction and providing an amazing consumer experience. Below are some options to keep your office running after working hours:
1. Take advantage of social media pages
Creating an online presence is one of the best ways to run a business effectively. This involves being active on social media channels, especially the ones your target audience uses frequently.
Facebook pages, for example, can be automated to reply to messages the moment a user sends an inquiry. All you need to do is configure it to generate a customized message upon first contact. Facebook also lets the person know the possible time range within which to expect feedback. This informs the customer that they would get a reply within a specific period to keep them calm.
When the reply eventually comes, it proves the assertion that they are dealing with an organization that is customer-centric regardless of whether they are at work or not. You can craft the message to contain a number the customer can reach in case of emergencies. Here’s an example below:
Typically replies in a few minutes.
————————————————————-
Hi, Thanks for messaging us.
We’ll get back to you soon first name, last name (of the sender)
2. Auto-responder
An auto-responder is a system that organizations use to respond to a user that sends a message via email when staff are unavailable. This could be when they are out of the office, on leave, on a special assignment, or outside the country of operation. The message informs the customer of when they are likely to get a response. It may also offer an option of reaching another individual within the organization to process their inquiry.
The line below is an example of the use of an automated message using an auto-responder:
Thank you for your message.
I will be out of the office until Monday, August 20, 2018.
If this is an emergency, please contact first name, last name at xyz@xyz.com, otherwise, I will reply you on my return.
Thank you.
Yours Sincerely,
First name, last name.
3. A 24-hour office phone
I once read in an online forum that a customer needed a product for use first thing on a Monday morning. As such, the customer tried to establish contact with suppliers that they researched online. They placed calls to different office lines with no response. Due to the need’s intensity, they kept researching until they got an immediate response from one of the suppliers. Consequently, the supplier provided the raw materials in time to begin production.
What is the point of having an office phone that lies in the office without anyone to engage callers? I think today’s definition of an office defies the limitation of a specific location. Instead, it refers to the person and processes that can be operated from any place and at any time of the day.
I believe that every phone an office uses should be mobile with a 24-hour handler. The company may provide the handler special benefits like airtime and data subscription. It is worth all the effort to keep the business running all day. Meanwhile, note that telephone etiquette still applies.
4. Online Support Services
Organizations and businesses must employ as many online platforms as they can to communicate with target audiences. Websites should be integrated with an online support system that can be installed on a PC or mobile phone. Such a system should be accessible with internet services at any time of the day. These chat boxes are also automated to reply to messages, and the user gets a notification when there is an inquiry to be answered.
5. Integration of Chatbots
Chatbots function with the integration of artificial intelligence to answer questions based on the similarity, pattern, or keywords consistently used by customers. This integration works as a temporary alternative to provide basic information before a human eventually connects with the customer. At this point, the chatbot must have exhausted its ability without sufficient response to the customer’s demands. A fully technologically integrated team is needed to execute this across platforms.
Conclusion
A sustainable business is built around the speed of attending to customers’ needs within a reasonable timeframe. As such, the communication should flatten the response gap and provide concise information to the customer. When all these are in cohesion, a business can definitely become a household name.
Meanwhile, check out some other articles on SME360 to improve your brand.
Emmanuel Otori has over 9 years of experience working with 100 start-ups and SMEs across Nigeria. He has worked on the Growth and Employment (GEM) Project of the World Bank, GiZ, and Consulted for businesses at the Abuja Enterprise Agency, Novustack, Splitspot, and NITDA.
He is the Chief Executive Officer at Abuja Data School.
