You NEED 24/7 Live Chat

 If you run an online store or have any online presence, you must offer 24/7 live chat.

You might think, “I have agents during business hours!” But online, normal hours don’t exist. Your business hours differ from those of people across the globe.

Plus, many visit your site after their workday ends. Without 24/7 support, you miss out on a big portion of your market.

Given the prevalent need for constant customer service, why is it that so many companies still don’t offer around-the-clock support?

1. Lack of resources.

Yes, constant support has costs—software, staffing, etc. But it reduces issues, solves problems instantly, and keeps uptime high. If 24/7 live chat staffing isn’t feasible, consider outsourcing live chat for quality service without extra hires. Free chat tools like chatbots can help too, but use them wisely.

2. Fear of talking to customers.

If this holds you back, you have bigger problems than lacking support. Seize every chance to talk to your customers! Their feedback will help improve your business.

3. Thinking that a contact form or email is sufficient.

Contact forms and emails often get lost or left unanswered, which frustrates customers and makes them feel ignored. Offering 24/7 live chat ensures issues get addressed immediately and customers feel heard.

4. Too many requests.

Overwhelmed by live chat requests? Don’t remove the feature—dig into why it’s happening. It could be a confusing product or a recurring bug. Identify the core problem and work on fixing it. Resolving those issues will naturally reduce the number of inquiries.

5. Thinking customers are savvy enough to get all needed info from the website.

You need to balance information on your website. Provide enough to help, but don’t overwhelm visitors. No site can answer every question. It’s unrealistic to think your website alone will solve every customer’s issue.

6. They think it’s too expensive.

Is live chat costly? Sure, but losing customers is more expensive. If you can’t provide the service they expect, they will move on to someone who will.

So what are the consequences of not providing 24/7 support?

1. Angry dissatisfied customers.

This should be reason enough to offer 24/7 support. Customers is the heart of your business. Without them, you have no business. Keeping them happy must be your priority. If they can’t get answers or solutions, they’ll quickly become unhappy.

2. Loss of customers to competitors providing 24/7 live chat.

Unhappy customers look for alternatives. Put yourself in their shoes—if two companies offer the same product at the same price. But, one provides 24/7 support. You’d pick the one with better service. It’s a simple choice.

3. Increased bounce rate on your website.

If visitors see no help available on your site, many will leave. Lack of live support can lead to frustration, causing people to abandon your site, increasing your bounce rate.

4. Delay in solving problems.

24/7 support means you catch problems as soon as they arise. Without it, you could miss issues for hours or even days, especially on weekends. This delay damages your bottom line. The longer issues persist, the more harm they cause.

Conclusion

Did you know?

Live chat can greatly boost customer satisfaction and sales for small businesses? Zendesk reports that 70% of consumers expect anyone they interact with to have full context of their needs. Making live chat vital for personalization. Kayako also found that 52% of consumers are more likely to stay loyal to a company with live chat support, resulting in higher satisfaction rates across every industry.

“We see our customers as invited guests to a party, and we are the hosts. It’s our job to make the customer experience a little bit better.”

– Jeff Bezos, Founder Amazon

Customers expect great service, not just great products. Passive support like contact forms isn’t enough. Companies need 24/7 support to stay competitive. If not, customers will leave dissatisfied and find a competitor that delivers the support they deserve.

Want to give your customers the support they deserve, anytime they need it? HelpSquad’s 24/7 live chat outsourcing makes it easy. With our dedicated team, you’ll never miss a chance to engage, solve issues instantly, and boost satisfaction. Starting at $8.50 per hour, our bilingual agents handle all your live chat needs, ensuring your business stays available around the clock. Don’t let the lack of 24/7 support hold you back — start your trial today and deliver the service your customers expect.