As your business and customer base grow, there’s a question every support leader has to answer:
Do we need to expand our support operation?
When you serve more customers, the demands on your support team grow. But that’s not all—those demands fundamentally change, too. Like when you enter new global markets and, suddenly, your team has to grapple with language and cultural barriers.
Customer expectations don’t change just because your business is growing either. Seventy-five percent of customers online still demand help in 5 minutes or less.
And when you add in support across time zones, 24-hour customer support eventually becomes the answer. In fact, Inc. notes that 51% of consumers want a business to be available to them 24 hours a day, 7 days a week.
The biggest problem businesses face when they move to 24-hour support is quality. When you extend your hours and grow your operation, it’s all too easy for the quality of your support to falter.
So how can you build a 24-hour customer support operation that exceeds expectations and inspires customer love? That’s what we’re tackling here.
Do you need to offer 24/7 customer support?
Offering support around the clock is a big undertaking—financially and otherwise. That’s why so many businesses compromise on support quality when they do. With that in mind, let’s first make sure you’re really at a point where your business needs a 24/7 support operation.
Generally, it all comes down to two main things:
- Your core business offering and
- Your customers.
Depending on the products or services you offer, your customers may not need support at all hours of the day and night. Similarly, if all of your customers live in the same time zone, you might have less to lose by offering 9-5 support exclusively.