24/7 Customer service

What Does 24/7 Support Mean?

24/7 support (also popularly known as 24/7 customer service or 24/7 tech support) is a customer service strategy that involves providing support 24 hours a day, and 7 days a week. In other words, a 24/7 support model ensures that a customer is able to get their issue resolved no matter what day or time it is.

Benefits of 24/7 support

Unlike increasing throughput on a production line (making 10% more product is usually fairly simple), the move to 24/7 support is not so linear: one day your coverage may be 8, 12, or perhaps 16 hours, the next it’s 24 (depending on the number of inquiries). By doing “more of the same,” the cost of the support function in your business will go up by 60%-100%.

Why Is 24/7 Support Important for Businesses?

Apart from meeting customer and industry requirements to deliver satisfactory experiences, the benefits of providing support around the clock also impact important customer service and business KPIs

i) Reduces wait times:

Customers today do not like waiting to get assistance. In fact, a survey conducted by McKinsey revealed that seventy-five percent of customers online still demand help in 5 minutes or less2. Offering assistance around the clock goes a long way in maintaining a good first-response rate and reducing the overall wait times across channels.

ii) Increases customer loyalty:

Being available to offer assistance 24/7 demonstrates that you truly care about your customers, and also that you prioritize their needs. This also helps your customers gain trust, and anchor their loyalty in your brand.

51% of customers want businesses to be available 24/7

iii) Reduces the customer effort score (CES):

When you aren’t accessible around the clock, your customers tend to try to reach out to you multiple times. This has a direct impact on your CES. However, being accessible at all times to provide real-time assistance helps reduce the effort your customers need to put in, which in turn reduces your CES.