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62% of SMBs don’t have in-house personnel to handle cybersecurity needs — and the average SMB cyberattack or failure can cost upwards of $500,000 or more per occurrence. These realities highlight the importance of 24/7 customer support; as well as an underlying expectation that MSPs provide 24/7 customer support for their clients as industries become more reliant on technology.
Read on to learn more about why MSPs should offer 24/7 customer support, and the consequences they may face if they don’t prioritize this initiative going forward.
While some can argue that there’s always been a “good faith” expectation and standard for business-to-business customer service, 24/7 support has now become essential for MSPs to remain competitive and relevant in today’s market. There are a few reasons why this is the case, including:
Changing Client Expectations: As cybercrime and technical reliance has continued to evolve, so have customer expectations. While business hour support was considered sufficient for the half-manual processes of prior years, today’s level of reliance requires constant availability, support, and upkeep.
Competitive Advantages: Providing 24/7 support makes MSPs more competitive in an otherwise crowded market. Clients ultimately want the assurance of coverage, and the projected message of personalized care that is associated with an MSPs investment in 24/7 customer service. This shift alone can turn a transient client into a lifelong brand advocate.
Risk Mitigation: 24/7 customer support enables early detection of threats or risks to a client’s cyber infrastructure, reducing downtime and associated failure costs.
Customers aren’t the only parties that benefit when MSPs offer 24/7 customer support. Businesses do too. After implementation, businesses can expect to see:
Increased Customer Satisfaction and Loyalty: Round-the-clock support can enhance client relationships and retention; as it promotes the idea that the client is worth the investment. This understanding and assumption between the client and the company offers a level of personalized care that’s often missing from other MSPs.
Expanded Client Base: 24/7 support allows the business to cater to clients across different time zones and industries that require constant availability — quickly and sustainably expanding their client base.
Enhanced Reputation: Constant support positions an MSP as a reliable and trusted partner, amplifying brand awareness and perception.
All business decisions come with risk, and MSP customer support is no exception. If a business chooses not to prioritize 24/7 availability, it might experience:
Customer Loss: Customers ultimately want to be with a provider who is able to support them whenever they need it; proactively protecting the interests of their business. If an MSP fails to provide this for the client, they might choose to go with a different MSP who will in an effort to manage their risks.
Negative Brand Perception: Since 24/7 customer support has become the unspoken standard for MSPs around the globe, not having it can lead to negative reviews and reputation damage over time.
Limited Growth Potential: If MSPs are unable or unwilling to adapt to changing client needs and preferences, they may find it difficult to grow and maintain business over time. This can lead to closure or profit loss.
While the thought of implementing 24/7 customer coverage can seem overwhelming, it doesn’t have to be. There are several steps businesses can take to ease the transition.
While the thought of implementing 24/7 customer coverage can seem overwhelming, it doesn’t have to be. There are several steps businesses can take to ease the transition.
If an MSP is looking to outsource their customer support (either partially or completely), and wishes to automate their steps as well, they might consider an automated customer support solution — such as a chatbot or a logic engine that meets common customer needs on an automatic basis.
These are best for answering basic questions and supporting customers with basic needs, such as checking a balance or something else that doesn’t require human reasoning or advanced support. As such, many companies use these tools as a complement to human customer support agents as opposed to a replacement.
Clients might still appreciate the opportunity to interface with a human, perhaps as a secondary resort if they cannot be helped quickly and completely using the automated solution.
Companies always have the option of training and hiring a dedicated support team, if resources and budget allow. Having an in-house team does offer significant advantages that shouldn’t be overlooked; such as exclusivity, in-depth brand knowledge, and direct oversight.
The world has changed — while 24/7 support was once a luxury, it’s now become imperative if MSPs wish to stay competitive for their clientele. Outsourcing this necessity to a trusted service provider is one of the best ways to preserve your brand image, reduce associated onboarding costs, and improve your client experience. Connect with STAFFVIRTUAL today for more information about 24/7 customer service options for MSPs.