Why businesses should have 24/7 customer service

Today’s customers have sky-high expectations, which can be difficult to meet as a small business. 

Many of your customers will want to reach you 24 hours a day, whether it’s to ask questions about a product or solve a technical issue. This might seem unfeasible, but there are ways that businesses of all sizes can provide round-the-clock service. 

It could lead to significant benefits too, for your business as well as your customers. Read on to find out more. 

What is 24/7 customer service?

A 24/7 customer service model is designed to ensure that customers can always contact your organisation and have their issues resolved. They don’t need to wait for set opening hours, as they can access some form of support 24 hours a day, every day of the week. 

Digital tools have been hugely helpful for overcoming the practical challenges of providing always-on customer support. So, a 24/7 customer service model may include a mix of phone-based support and real agent live chat during the day. And then during unsociable hours, tools such as AI-powered helpdesks and chatbots can take over. 

The benefits of 24/7 customer service 

Providing 24/7 customer service has a number of benefits for both businesses and their customers. These can significantly outweigh any financial and practical hurdles associated with providing round-the-clock support.

Let’s run through a few of the key advantages here. 

Improves the customer experience

Providing effective, fast solutions on demand is exactly what your customers want. It should be easy for them to get help and resolve problems conveniently – through communication channels that suit them. Any delays can result in frustration and negative customer experiences. By making sure you’re always available, you can avoid this pitfall and help ensure you always meet or even exceed customer expectations.

Increases customer loyalty

Customers are more likely to stay with an organisation that helps them right away. They’ll feel valued, as you’re able to prioritise their issue and get it sorted immediately. This can mean higher levels of repeat custom, which is great news for the long-term success of your business.

Boosts sales

What if all it took to close a sale was the answer to one last query? This is what you need to bear in mind when considering whether or not to implement or outsource 24/7 customer support. 

If this last query happens in the middle of the night and you have measures in place to answer it, you’re going to make the sale. Add up hundreds of even thousands of these micro-interactions, and you could see a serious uplift in your sales conversions. 

Helps global customers

A 24/7 service helps you reach more of your customers throughout the world. Your staff may be asleep, but your outsourced call centre is still operating, or your website has live chat agents or an AI chatbot to assist global visitors in a different timezone. 

Allows you to solve problems straight away 

Solving problems as quickly as possible no matter the hour not only makes customers’ lives easier, it also helps to protect your business. Identifying and resolving issues promptly can prevent them from getting worse, and it also means you’re less likely to suffer reputational damage. The longer a problem is left unresolved, the greater the chance that people will spread negative feedback about your business.

Provides a competitive edge

If you’re looking for a way to get ahead of your competitors in a tight market, 24/7 customer service could be just the USP you’re looking for. It can be a powerful weapon in the fight to attract customers and keep them loyal. This is especially the case in a market where customers increasingly demand fast, digital-first solutions. 

How to provide 24/7 customer service

Of course, it can be a real challenge to roll out a 24/7 customer service model. There are practical and financial considerations to bear in mind. The good news though is that there are many tools and resources you can tap into. 

For example, you can make use of chatbots and other AI-powered technology to guide customers around your website when your call centre is closed. You can even provide 24/7 phone support via outsourcing with CallCare. This can be a cost-effective way to provide a high level of always-on support, without having to maintain a 24/7 internal call centre.

Posted by Gemma Harding

As Head of Client Services, Gemma is an expert in the customer service industry. With over 20 years of experience in the call handling process she will guide your organisation to an improved customer service strategy. Hobbies include all thing equestrian.

View other posts by Gemma Harding