How 24/7 support services are so Famous in USA, 5 Important factors to improve it

Digitech Outsourcing Solution

customers want help and answers as soon as they offer 24/7.

Businesses Lose $ 75 Billion Just Because of Poor Customer Service

This article will cover:

1.    What is a 24/7 support service?

2.    Support Service Statistics

3.    Businesses Lose $ 75 Billion Just Because of Poor Customer Service

4.    Why Is 24/7 Support service is Important for Businesses?

5.    Why Businesses needs Customer Support:

6.    Five tips for providing better customer support services:

7.    Our 24/7 support Services to Enhance Your Business:

What are 24/7 Support Services?

24/7 customer support means customers can get help and find answers to questions as they arise, 24/7 and in real time. Businesses often offer 24/7 support through chatbots, knowledge base, live chat, or integrated messaging.

  • Well-coordinated shifts – Various 24/7 support providers make use of adequately coordinated shifts with dedicated shift staff.

  • Geographical settings – Others make use of geographical settings; such offices make use of staff from around the globe in different time zones.

24/7 Support Service Statistics:

56% of people worldwide have stopped doing business with a company because of a bad help desk experience.

·         70% of consumers say they have already chosen to support a business that offers great customer service. 68% of customers believe the key to great support service is a polite customer service representative. Insight and service knowledge are also essential to a good experience, according to 62% of consumers. In short, we can say that;

·         56% of businesses stop doing business with the organization having poor support services

·         68% of customers believe that excellent support services are polite customer support.

The Geckoboard Customer Support Experience research Report 2021:

Geckoboard research found that 50% of customer support teams are only available during business hours Monday through Friday, and only 28% are available 24/7. While it is possible to grow your business without providing 24/7 support, businesses and organizations should consider the benefits of the support experience that provides 24/7 service by year.

KPMG Research Report:

According to KPMG, 58% of consumers say 24/7 shopping is the number one reason they shop online. Additionally, businesses have international customer bases that are online 24 hours a day, meaning that a number of customers will be disappointed if they cannot receive assistance during off-peak hours.

Businesses lose $ 75 billion just because of poor customer service:

According to NewVoiceMedia's 2018 Serial Switchers report, poor customer service costs businesses more than $ 75 billion annually. Additionally, the report claims that "brands fail to create emotional experiences that retain customers." 67% of customers switch brands because of a bad support experience. That's a 37% increase since NVM's last report. The main reason why customers stop doing business with a company should be obvious is that customers don't feel satisfied. Customers are put on hold for unreasonable lengths of time.

Clients cannot speak to a person who can provide them with the answers they are looking for.

Why is 24/7 Support Important for Businesses?

In addition to meeting industry and customer demands to deliver satisfying experiences, the benefits of round-the-clock support also have a big impact on customer service and business KPIs.

1.    Increase customer loyalty:

 Being able to provide 24/7 support shows that we really care about our customers and put their needs first. It also helps customers gain trust and build brand loyalty.


2.    Reduced waiting times:

Customers today don't like to wait for help. In fact, according to a McKinsey survey, 75% of online customers ask for help within 5 minutes2. Providing round-the-clock support can go a long way in maintaining good initial response rates and reducing overall latency across all channels.


3.    24/7 support is the need of the hour 

Although providing 24/7 support service might seem like an expense or a lot of work. However, this is a long term game and you invest in building relationships with your customers. If done correctly, it will provide timely customer support and increase customer loyalty and give your brand a competitive edge that a few brands can match.

Why Businesses needs Customer Support:

The rapid increase of information has led to more informed customers, which has heightened their level of business expectations. To present yourself as a support-centric organization, you need to understand that excellent support services are not only provided within business hours. Nowadays, it is very important to offer uninterrupted 24/7 service and support to your customers.

Here are some reasons elaborating why it is important for businesses to offer uninterrupted support to their customers.

1.    Customer's don't have time to wait:

Businesses need to ensure that customers are not put on hold for any reason. According to statistics, customers have many options to change brands if the help desk does not resolve their issues quickly. Likewise, for businesses to resolve customer issues, it's important to ensure that questions are answered within minutes.

2.    Customers Demand Constant Availability:

Serving customers instantly is the key to success for any organization. Customers want full accessibility to support. Businesses should ensure that they do not allow time zones to come between the provision of support.

3.    Being Available 24/7 Indicates High Responsiveness

There are many web applications and solutions that businesses can use to provide their customers with 24/7 support and service. For example, adding a live chat to your website is one of the most effective ways to provide uninterrupted, real-time online customer support. Ensuring 24/7 uptime on your website with live chat support shows your customers that your business is always available to meet and support their needs. Time is of the essence and services like live chat allow customers to get immediate assistance at any time.

Five tips for providing better customer support services:

Excellent support services matter a lot, Whether you were providing customer service by phone, email, live chat. Here's some important factor in inspiring you and your team to provide high-quality and professional customer service.

1.    Respond as quickly as possible

One of the main factors in a great help desk is speed, especially when a customer requests something that is urgent, 3 years ago, STELLA Service conducted research and found that the average email response time for the 100 top rated retail organizations was 17 hours. But today the scenario has changed and customer studies have shown the average response time to be 12 hours.

2.    Know your customers

Great interactions begin with knowing your customers' needs and wants. Nowadays, Customers love personalization. Remember the names of your customers, get to know them, and have previous conversations. If needed, make a note of what was discussed last time so you can refer to it the next time you meet. Your customer will become loyal to your brand and organization as well.

3.    Listen to your customers

Listening to your customers carefully and giving them importance will not only result in a happy customer, but it can also go a long way in terms of keeping yourself on their radar for future business.


4.   Fix your mistakes

Always find out your mistakes and fix them as early as possible. Bad customer support service can damage your reputation badly. Transparency is very important in business and support services. Always look for a high-quality output because it shows that you have a high level of standards. A small piece of a word like "Sorry" can make your customer happy and loyal.

5.    Think long term – A customer is for life

Think long term when dealing with clients and customers. By keeping customers satisfied and happy, they will be, through word of mouth and loyal, will do the marketing for you by telling to their family and friends. In fact, according to author Pete Blackshaw, a satisfied customer tells at least three friends, whereas an angry customer tells 3,000 others.

Our 24/7 support Services to Enhance Your Business:


Digitech Outsourcing Solution is a global BPO outsourcing company specializing in providing cost-effective agents. Digitech Outsourcing Solution is providing all customers with the following services:

Engaging Your Visitors 24/7; We employ your visitors 24×7, ensuring you never miss an opportunity to convert your traffic into sales by providing Customer Service Live Chat.

01. Live Chat Support

At Digitech Outsourcing Solution, you have access to an incredible chat support team that you will be able to contact 24/7 [i1] for any inquiries. By hiring professionally trained live chat agents, we connect you with your visitors, and we help you convert them into business growth.

02. Email Support

In this virtual age, clients anticipate that their emails are responded to within a reasonable amount of time and that all their problems are solved quickly and efficiently; in the first email, they send. Therefore, we work hard to make sure we meet our client's requirements. We understand our clients' needs and always give the utmost priority to quality.

03. Phone Support

Many customers prefer to call over a text, right?

Phone support is considered one of the best ways for a quick response. For effective communication, you can get the real-time phone support service for your business or company with this service.

04. Virtual Assistant

Virtual assistant services make it easier and simpler for you to manage routine business administration throughout the day. By hiring a virtual assistant from DOS, you end up saving time, money, and other valuable resources.