The rapid dissemination of information has led to the highest informed customers in history, which has raised the customer’s level of expectation they have from each business. In order to present yourself as a customer-centric organization, you must understand that great customer service and support are no longer only provided within normal business hours. Today, what truly matters is your ability to offer uninterrupted 24/7 service and support to your customers. The fact of the matter is that every business that offers a product or service is really in the “NOW” business. Their customers are looking for products, services, answers and solutions “NOW”, and if you can’t provision it “NOW” they will just go to the next company they find on Google, Facebook, Yelp, Angie’s List, or whatever to get it. Being in the “NOW” business is a key differentiator as it not only enhances the overall customer experience, but also allows you to capitalize on important opportunities for proactive customer engagement. Customers view round-the-clock availability as one of the most valuable assets of an organization, and being able to provide them with on-demand service and support paves the way towards loyalty and retention.

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