To what extent does an “open all hours” policy with regards to communications give added value to clients, or  help generate new business?

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 Most organisations are now accessible online 24:7, and many individuals are contactable by email outside regular office hours.  Here at Fresh Tracks we don’t have any hard and fast rules about who should be available  at specific hours, but we want to offer as good a customer service as we can to both existing and new clients. As a result we’ve been trialling various options to deal with phone enquiries out of hours and wondered if anyone had any views, research information or comments?

In general we resort to the good old answerphone for any out of hours queries, with details of  emergency or urgent contact details given in our answerphone message. Does anyone have an opionion (or research) on what business might be lost if someone, calling say at 10pm on a Friday night, gets an answerphone and refuses to leave a message? Read the rest of this entry »