Off-Hours Customer Service Tips: How to Offer 24/7 Support

Thanks to the wonders of the internet and modern technology, we can now be “connected” 24 hours a day, seven days a week, 365 days a year. So, it’s no wonder that as consumers, we’ve developed and embraced certain expectations around brands’ availability, such as around-the-clock customer support.

However, if you’re a small-business owner, you also have other obligations on top of running a business — and so do your employees. How can you provide always-on customer support without stretching yourself too thin?

In this post, we’ll share customer service tips for the digital age and highlight a few WordPress tools and features that will allow you to engage and help your customers.

Customer service tips for the digital age

When it comes to customer service in the digital age, there are three important tips to keep in mind.

1. Listen to feedback

Customer feedback can help you improve not only your products and services, but also your customer service. Positive feedback can point out what you’re doing right, and negative feedback can identify areas for improvement — so don’t be afraid to solicit feedback from your customers through polls, a forum on your website, or comments on social channels.

2. Answer social media questions

Many companies use social media as one of their support channels. As such, it’s not uncommon for customers to reach out on those platforms when they have questions. Make sure you have a person monitoring your social media profiles who can reply to questions, comments, and concerns.

3. Evaluate your customer service regularly

Lastly, make sure you evaluate your customer service on a regular basis. Put yourself in your customers’ shoes and walk through your support process. Use the channels you have available, and see if you can spot any flaws or areas that need work.

Enhancing your availability

There are several ways to make sure your customer service is “always on.”

1. Personal contact forms

Adding a contact form to your website is a great way to allow — and encourage — customers to get in touch with you. By streamlining the process this way, you avoid forcing your customers to search for your phone number or memorize your email address.

2. Forward phone calls

Forward your phone calls to a dedicated voicemail that points customers to your knowledge base or an alternative means of contact during your off hours. This offers some recourse so your customers don’t feel ignored.

3. Set up live chat

Adding a live chat to your site enables customers to initiate a real-time conversation with your team during business hours. During off hours, the chat can display a special message notifying them when you’ll be back or where they can get help in the meantime.

Using tools for customer service

If you’re on the Business plan, you can take advantage of a few different plugins and features to help you with customer service.

1. FB Messenger for WordPress

FB Messenger

FB Messenger for WordPress allows you to install Facebook messenger on your site and makes it possible for your visitors to start chatting with you. The plugin also sends instant notifications to your phone and PC.

2. Zendesk Chat

Zendesk Chat

Another tool for customer assistance is the Zendesk chat plugin. The Zendesk Chat app is mobile-optimized and has triggers you can use to automatically reach every visitor.

3. WP Marketing

WP Marketing

WP Marketing offers a slew of useful features that can take your customer service to the next level. For example, you can create calls to action that prompt visitors to sign up for your email list, download a freebie, or request a callback.

Be there, even when you’re not

There are website features and other technologies available today that can help you provide off-hours customer service without requiring your personal attention. With the features offers, you can make your customer service more accessible and available in no time.

How do you deal with customer service in this digital age? Share your customer service tips in the comments below!


Brenda Barron

Brenda Barron is a freelance writer, editor, and SEO specialist from southern California. She is a contributor to The Motley Fool and blogs regularly at The Digital Inkwell.

More by Brenda Barron

%d bloggers like this: