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Follow the Sun Support

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follow the sun

Global and multinational companies often struggle to extend their reach across the globe. But without accessible, cost-effective, and reliable global communications, your customers won’t be able to easily communicate with your business. That’s where solutions like Follow the Sun support models come useful. With such an advanced call routing strategy, your business can:

  • Offer support in core target markets
  • Operate across multiple time zones
  • Make your business accessible around the clock
  • Let local customers call you at local rates, no matter your location

What is the Follow the Sun Strategy?

Follow the Sun is an innovative routing strategy that helps businesses provide continuous, 24/7 support across various regions.

With advanced call routing from United World Telecom, businesses can distribute customer queries to different offices based on the time of day. This ensures that a support team is always available during working hours, irrespective of the customer’s location.

So, your customers in the Americas get support during American time zones. And your customers across the EU get support in the Central European time zone. Calls automatically forward to these destinations, based on rules set by your business.

This seamless transition between support teams across the globe ensures your business is never off the clock.

Key Features of Follow the Sun Support

United World Telecom offers a variety of advanced cloud calling features. Use these to help you build a follow the sun strategy that works for your business communication needs.

  • International call forwarding: Extend support to global customers by forwarding calls to local or remote centers worldwide.
  • Time-based routing: Automatically route calls to the right support team during specific times of the day.
  • Geographic routing: Send calls from specific locations or caller IDs to the appropriate or closest service center.
  • Business hours routing: Set office hours and custom rules to manage incoming customer calls during and outside those hours.
  • Customizable routing rules: Tailor call routing rules to fit your business needs, by combining different strategies.
  • IVR manager: Create custom call flows for your global communications using our user-friendly IVR editor.

Benefits of Adopting a Follow the Sun Model

When your business can provide 24/7 global customer support, you become a brand customers can rely on. With this, you can:

  • Integrate advanced routing and forwarding solutions into your existing business phone systems.
  • Cover target regions and markets from one central location.
  • Provide efficient and responsive support, improving overall customer experience and loyalty.
  • Utilize your global workforce by aligning their work hours with customer support demands.
  • Meet customer preferences by offering regional service in local time zones and languages.
  • Reduce the need for overtime and 24/7 staffing in a single location by distributing workloads across different time zones.
  • Stand out from competitors by offering around-the-clock support and becoming a reliable partner for your customers.

Who Can Use the Follow the Sun Support Strategy?

This strategy works for any type of business and almost every customer-facing business function. Businesses across various industries have transformed their customer support experience using the Follow the Sun support model. From tech startups providing round-the-clock tech support to global retailers offering 24/7 customer service, this support model has helped businesses increase customer satisfaction and operational efficiency.

Implement Follow the Sun Support with United World Telecom

Setting up a Follow the Sun support strategy with United World Telecom is straightforward. Our team of experts will guide you through the process, from designing your custom call routing strategies to integrating the system with your current support framework.

Whether you’re a small business looking to expand your global presence or a large enterprise aiming to optimize your international customer support, United World Telecom provides the tools and support you need to succeed. Get started today — call us or chat with us online!