In an increasingly networked and digitalised world, in which consumers’ lifestyles and demands have moved away from rigid schedules, customer service at any time of day or night is becoming ever more important. Providing customer service around the clock, also known as “24/7 customer service”, has become a crucial element for companies to meet the increasing expectations of their customers and clients.
What does 24/7 customer service mean?
24/7 customer service means that customers can receive support from a company at any time of the day or night to solve a problem. This can be via various contact channels, such as telephone, email, live chat or service apps. The idea behind this is that customers are no longer dependent on specific business hours to receive help or information and can therefore experience the best service in any everyday situation.
Benefits of 24/7 customer service
Customer loyalty:
By providing round-the-clock support, companies can build a stronger bond with their customers. They feel valued and supported, regardless of the time of day. 24/7 customer service has a huge impact on an outstanding customer experience.
Competitive advantage:
In industries where competition is intense, 24/7 customer service can serve as a differentiator. Companies that offer this round-the-clock support stand out positively from the competition and can be a deciding factor in favour of a service provider.
Relief for the service team:
24/7 customer service does not necessarily mean that the service staff in customer support have more work to do. Quite the opposite. With the right tools in place – more on this below – 24/7 support can even take the pressure off customer service.
