Is Your Shop Ready to Switch to A 24/7 Service Model? Use This Checklist to Find Out
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Even in our ever-connected digital age, most customers still prefer to talk to a real person. Take, for instance, an extensive study that found 76% of consumers still prefer human interaction, especially for service-related calls or services.
Given this impressive number, it’s no surprise that many blue-collar service businesses consider switching to a 24/7 service model (so they can assist customers who need services after hours). So, if you’re thinking of staying open all night to earn more business, you’re not alone.
However, before you make the leap to a 24/7 service model, it’s important to gauge your business’s readiness. With our expertise in answering and dispatching services, Insta Answer knows all about what it takes for businesses to make the switch to a 24/7 service model. Therefore, we have created a quick and handy checklist you can use to determine if your business is ready to start doing business 24 hours a day.
What You Need to Go a 24/7 Service Model
If you’re considering a 24/7 service model, you might think that all it takes is keeping the lights on after hours and parking someone next to the phone. And, in some ways, you would be right. However, if you want to do the 24/7 service model right, there are many other things you should consider.
1. The Team
Availability: Research shows that companies that expanded their teams by 20-30% managed the transition to 24/7 service models more effectively.
Training: A recent PwC survey showed that businesses investing 15% or more of their budget in staff training saw better results in operational shifts (a must when you’re open around the clock.)
Motivation: Gallup reports that businesses with highly motivated staff witness a 21% increase in productivity, emphasizing the importance of ensuring team buy-in to the 24/7 service model. This means you will need employees willing to work the graveyard shift (or at least be on call).
2. The Technology
Better Tech = More Business: Studies show that businesses open 24/7 have up to 30% more customers and need better tech infrastructure.
Backup Systems: Statistics show that businesses can lose up to 25% of their operating revenue from tech glitches, data breaches, or data loss.
Integration with an Answering Service: According to industry data, businesses that integrate their 24/7 service models with professional answering services experience a 50% increase in after-hours response rates.
3. The Appropriate Industry
According to in-depth studies, industries that require immediate attention, such as healthcare or emergency repairs, benefit more from 24/7 operations.
Competitive Advantage: Companies that introduce 24/7 services in markets where it is rare often see a significant boost in their market share.
4. The Right Kind of Customers
Existing Client Feedback: When we surveyed more than 1000 of our clients’ callers, we discovered that over 70% valued round-the-clock support more than just about anything else. If you survey your customers, you might find they value a 24/7 service model as well.
Target Audience: Night-shift workers or businesses operating in different time zones often require services outside standard hours. Recognizing these sectors can be lucrative. And, of course, emergency repair customers need help at all hours of the day or night.
When You’re Ready to Go 24/7, Insta Answer Can Help
Expanding operations to a 24/7 service model is a big step, but with a partner like Insta Answer, you’re not alone. Businesses, on average, see a 40% increase in customer satisfaction rates when integrating professional answering and dispatching services, according to contact center industry reports.
The move to a 24/7 service model isn’t just about availability—it’s about ensuring your customers receive consistent quality whenever they reach out. Armed with this checklist and your own research, you can make an informed decision about the future of your business. And, as always, Insta Answer stands ready to support you every step of the way.
If you would like to find out more about how Insta Answer can help your business migrate to a 24/7 service model and provide your customers with exceptional experiences and support (or if you want to find out how we can help your existing 24/7 service model business), please contact us for a no-cost, no-obligation consultation. You can reach us toll free by phone at (877) 637-9711 or by email at [email protected].