8 Tips You Should Know Before Implementing 24/7 Customer Service

Dmytro Lazarchuk is a cofounder and CEO of Relokia with over eight years of experience in digital marketing and data migration services.

Even five years ago, almost every customer in a HubSpot survey rated an “immediate” response as important or very important. With more companies offering automated round-the-clock support to keep up with demand, customers now have access to customer service 24 hours a day, seven days a week, and businesses are equipped better than ever to tackle customer issues without delay.

In this post, we’ll explore some of the reasons that companies are implementing 24/7 customer service and provide insights into how companies can ensure their round-the-clock availability.

Overview Of 24/7 Customer Service Benefits

Hundreds of well-known corporations offer 24/7 customer service to meet their clients’ needs. Amazon, for example, has a dedicated Twitter help account that operates day and night in multiple languages. Since tech giants acknowledge the importance of 24/7 support, its benefits are well worth exploring.

Lower Customer Churn

A 24/7 support strategy can cut down on the first response and average resolution times—the key metrics in a customer experience strategy. How come? Fast and responsive customer support can prevent minor issues from escalating into major concerns. With timely assistance, customers are less likely to abandon a product or service or file a chargeback claim in the worst-case scenario.

Global Reach

Round-the-clock service helps customers from different time zones avoid the hassle of long wait times. A 24/7 support option allows businesses to overcome geographical barriers and boost customer satisfaction no matter the location.

Brand Reputation

Around 70% of U.S. customers consider the same day the most acceptable response time. If support is available 24/7, it signals that a company is dedicated to providing timely assistance at any given moment. This can play a critical role in maintaining a positive brand reputation.

Increased Sales

Eighty-nine percent of customers are more likely to buy from a business again after a positive customer service experience. Given that, offering customers prompt assistance anytime—in the early hours or at night—can help boost sales and increase customer lifetime value.

With these benefits in mind, it is important to consider a few practical tips before implementing 24/7 customer service.

Practical Tips For Leveraging 24/7 Customer Service

Round-the-clock availability can help businesses to thrive as customers don’t want to wait for the response for too long. However, crafting an effective 24/7 support strategy is no easy task. Consider the following recommendations before getting started.

1. Decide if you need 24/7 customer support.

Some customers may not even need round-the-clock support no matter how much time, effort and money you invest in it. Think whether your customers live in different time zones, whether your product is time-sensitive or if you offer premium support as part of your service.

2. Allocate the necessary resources to handle inquiries 24/7.

To provide nonstop customer service, businesses must allocate enough resources and staff to handle customer inquiries at all times. They might have to hire extra employees or outsource support to a specialized third-party provider with extensive customer service expertise.

3. Offer employee training.

Ensuring your staff is well-trained to handle all kinds of customer inquiries, even outside business hours, is essential. A comprehensive training program must cover both technical and soft skills. Technical skills training is centered around product and help desk software knowledge. Soft skills training, in turn, focuses on time management and call-handling techniques, such as active listening.

4. Use an internal knowledge base.

An internal knowledge database can be a valuable resource that will help your support team address customer concerns confidently. It may include predefined responses to frequently asked questions or recommended risk management solutions.

5. Choose the proper communication channels.

To offer 24/7 customer service, businesses must first choose the appropriate channel based on the type of inquiries they receive. For instance, phone support is ideal for complex issues that need talking to a customer in real time. Emails are best suited for inquiries requiring step-by-step explanations or written documentation. This way, you can ensure that your customers can reach you quickly and efficiently in each particular case.

6. Implement self-service.

Sixty-nine percent of customers prefer to resolve their issues independently before contacting a customer support representative. Self-service portals, such as FAQs or video tutorials, enable customers to access support resources when needed, even outside regular business hours. In this way, self-service support can save costs for businesses, especially those that operate 24/7.

7. Consider innovative approaches.

Innovative solutions that respond to customer queries at all times without the initial need for a human agent’s intervention can be extremely helpful and time-saving. Chatbots, for example, can provide responses that mimic human conversation through live chat interaction. This can often help resolve a customer’s issue immediately without involving staff.

An interactive voice response (IVR) system is another tool to automate routine inquiries in real time. Such systems allow customers to interact with businesses using voice commands.

8. Use an all-in-one help desk system.

Help desk software provides a comprehensive customer support solution that integrates seamlessly with multiple communication channels (phone, email, live chat, messengers and social media), self-service tools and automated solutions.

Your customer support reps can manage all customer inquiries in a single location and address them efficiently day or night.

Deciding Whether 24/7 Customer Service Is Right For You

Businesses prioritizing 24/7 customer service can enjoy various benefits, including global reach, competitive advantage and increased sales. However, it’s crucial first to implement your round-the-clock service correctly.

By considering these tips above, you can best determine whether this approach to customer service is right for you and take the appropriate steps to provide effective 24/7 customer support.

Forbes Technology Council is an invitation-only community for world-class CIOs, CTOs and technology executives. Do I qualify?