5 Ways That 24/7 Support Can Help Small Businesses Thrive

In today's fast-paced, 24/7 market, your small business needs every advantage it can get to stay ahead—no matter what time it is. Customer issues don’t clock out at 5 p.m., and your support system doesn’t have to either. 

By offering continuous, 24/7 support, your business can boost customer satisfaction while also driving growth and improving operational efficiency. (We should know. We’ve done it here at Justworks). Want to learn how? Let’s look at some of the different ways that 24/7 support can benefit small businesses just like yours.

1) Enhancing Customer Satisfaction

Immediate Resolution of Issues

We all know how frustrating it is when you hit a wall at work and can’t find the help you need to get through it. One of the biggest benefits of 24/7 support is the ability to address issues as soon as they happen. Customers expect quick responses when they face a problem, and round-the-clock support ensures that no customer is ever left waiting. Immediate attention not only resolves issues faster but also demonstrates to customers that their concerns are as much of a priority for you as they are for them. 

Building Trust and Loyalty

Creating a strong customer service system is key for small businesses. By providing continuous support, you can build trust with your customers and show them that they can always rely on you, even when things get tough. If your customers know they can reach out at any time and receive assistance, they’ll feel valued and understood. This fosters loyalty, leading to repeat business and positive word-of-mouth referrals, which are invaluable for small businesses.

2) Driving Business Growth

Expanding Market Reach

Thinking nationally—or even globally—about your small business? 24/7 support can help expand your market reach beyond traditional working hours. With the ability to serve customers in different time zones, businesses can tap into new markets and increase their customer base. This expansion can lead to increased sales and a stronger presence in the market, whether it’s local or anywhere around the world. 

Enhancing Competitive Advantage

If your competitors only provide customer service during regular business hours, then 24/7 support can be a great way to set your small business apart. This competitive edge can be a deciding factor for customers choosing between similar products or services. By being available at all times, your business can position itself as more reliable and customer-centric.

3) Improving Operational Efficiency

Streamlining Workflows

Round-the-clock support doesn’t just benefit customers. It can also help streamline business operations for your teams. By distributing workloads evenly across different shifts, businesses can ensure that tasks are completed efficiently without overburdening staff. This also allows for better management of increased demand at peak times and during unexpected surges in customer inquiries.

Utilizing Technology

Implementing 24/7 support often means using technology, such as chatbots and automated systems, to handle routine inquiries. This can reduce the workload on human agents, allowing them to focus on more complex issues that require a personal touch. It also ensures that customers get immediate responses, even when human agents are unavailable.

4) Supporting Business Continuity

Handling Emergencies

Emergencies can hit at any time, day or night. Having 24/7 support ensures that a business is prepared to handle them whenever they happen. Whether it's a website outage, a critical system failure, or a customer complaint, any issue can be addressed promptly, minimizing potential damage.

Maintaining Reputation

Reputation is key for a business, and 24/7 support can play a vital role in maintaining it. By being responsive and available at all times, businesses can prevent negative experiences from escalating into public relations nightmares. This proactive approach helps safeguard the company's image and ensures long-term success.

5) Gathering Feedback and Customer Insights

Listening in Real Time

When businesses provide 24/7 support, they create opportunities to hear from their customers around the clock. This additional feedback can give businesses a clearer picture of who their customers are and what they need to succeed. By listening to the challenges that customers are facing, businesses have a chance to create new solutions when customers need them the most. 

Empowering Data-Driven Decisions

Every interaction with a customer can be a useful data point for a small business. 24/7 support can capture even more helpful information about how and when customers use products or services. With that data, businesses can innovate and develop new ways to meet customer needs and provide the best possible solutions to drive growth.

Is It Right For Your Team?

24/7 support offers a number of benefits for small businesses, from enhancing customer satisfaction to driving growth and improving efficiency. By implementing continuous support, businesses can build trust with customers, expand their market reach, and maintain a competitive edge. 

Plus, with cost-effective solutions like outsourcing and flexible staffing, even small businesses can offer round the clock support without breaking the bank. As small businesses continue to navigate a challenging market, 24/7 support can be a powerful tool for achieving long-term success.

How Justworks Can Help

While you’re busy providing top-notch 24/7 support for your customers, Justworks is working around the clock for you, too. We know that building the best customer support team takes time and energy. That’s why we’ve developed innovative tools to let you optimize productivity and focus on the things that matter to your small business.  Whether you’re looking for help with payroll, compliance, benefits admin, or HR, Justworks is here for you with 24/7 support from real humans, so you can get the answers you need when you need them most. Get started with Justworks today.