Customers increasingly expect convenience, speed, and service, at any time of the day. As a result, organisations are choosing to be available 24/7, even when there is no immediate necessity (such as with emergency services). By being always available, you solve issues before they escalate, increase customer satisfaction, and never miss sales opportunities. 

But of course, this isn't easy. Being available around the clock increases the workload within your organisation and incurs additional costs. Moreover, the availability and willingness within existing teams to work outside office hours is often insufficient.

Outsourcing your customer contact (partially) can be a solution. But when is it truly meaningful to achieve that constant availability? In this article, you'll read about the situations where 24/7 support provides your organisation with a strategic advantage.

How do you achieve 24/7 availability?

If organising 24/7 availability internally is challenging, an external telephone customer service can be the answer. Organisations that prefer not to handle customer contact themselves often choose this option. You outsource (part of) your customer service to a contact centre, where professional and well-trained staff handle and process incoming phone calls from your customers according to pre-established instructions. This includes answering customer inquiries, scheduling appointments, and processing orders.

This phone service is available via your phone number, during the opening hours you desire. This can range from regular office hours to 24/7 support, depending on your organisational needs.

You maintain good control over expenses, as external telephone customer service often operates on a subscription basis with tiered pricing. Moreover, you don't have employer burdens. No costs, therefore, for allowances, free time, and absence, for example. On average, you can expect about 1.70 Euro per standard call. 

When is continuous availability a smart move?

Sometimes your availability is not just a nice to have but a sheer necessity. For emergency calls or in cases of malfunctions or outages. In emergency situations, so to speak. But even when there is no immediate necessity, continuous availability can be a smart and strategic choice. The question is not if it must be done, but when it truly adds value.

When does 24/7 availability add value to your organisation?

/ You serve customers in multiple time zones

Do you have customers in Europe, the US, and Asia? Then it's impossible to cover all those time zones from a single Dutch team. With 24/7 support, for example via a nearshore or offshore team, you ensure that every customer is helped quickly, regardless of the time.

/ Your service is used day and night

Some products or services are used not only during the day. If customers need your organisation in the evening or at night, you need to be reachable. Think of emergency services, a hosting platform, or a security system. Not being reachable then means dissatisfied customers or even immediate revenue losses. You naturally want to avoid that. 

/ You have a busy webshop or peak moments outside office hours

Customers primarily shop in the evenings and on weekends. That's when questions about deliveries, returns, or product information come in. Being reachable then not only increases customer satisfaction but also your conversion. 

/ Quick response = customer retention

For many organisations, whoever responds quickly retains their customer. Especially with subscription services or digital platforms where a malfunction or ambiguity quickly leads to frustration. A question that remains unanswered in the evening can turn into a complaint by morning. Or your customers have already left for the competition. With 24/7 support, you prevent escalations and reduce your churn.

/ You want to stand out with service

In a competitive market, availability is an opportunity to stand out. Customers remember when they can speak to someone who truly helps them on a Sunday evening. That service translates into higher customer satisfaction and a stronger brand experience. Moreover, questions that come in outside office hours are often relatively easy to handle and can be effectively managed through an external customer service. This way, your own team has more time for more complex matters. 

/ You're growing rapidly and need extra capacity

In a rapidly growing organisation, setting up an internal 24/7 team is often not feasible. By outsourcing (part of) your customer service to a specialised contact centre with professional and trained customer advisors, you scale faster and remain reachable. Without compromising on quality. 

Is 24/7 support something for your organisation?

With 24/7 availability, you expand your reach, increase customer satisfaction, and show that you take service seriously. Especially if you have customers who seek contact outside office hours, it is wise to capitalise on this. It's also an opportunity to strengthen your brand and differentiate yourself from competitors. By partially outsourcing your customer contact, you provide that continuous service without having to invest in night or weekend shifts yourself.

Want to know more about being available 24/7 or have questions? Schedule a non-binding introductory meeting. We'd be happy to advise you!