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Pros and Cons of Having an Always On Customer Support Team

March 15, 2017

Customer service teamIf you are on the fence about whether or not it is advantageous for your business to have a 24-hour customer support team, you are not alone. A lot of companies actually have a customer service team available only during their office hours. This is primarily because of the perceived added cost of having to employ people 24 hours a day, 7 days a week, as opposed to only 12 hours a day, and 5 days a week.

What some companies may not realize is that while there are instances when an always-on CS team is not really needed, there are also times when having them ready whenever they are needed is totally beneficial not only to the customers but to the company as well. To show you what we mean, let us outline some of the more prominent pros and cons of having a 24/7 customer support team:


You get to offer a service that your other competitors may not have – when you have an always-on customer service team to assist your customers with their concerns, and your competitors do not, you will find that those who used to rely on your competition will soon gravitate towards you and this is because you have something that they want which they cannot get from the other side of the fence, so to speak.

You get to resolve issues quickly and immediately, offering customer satisfaction – when you are able to address a customer’s problem immediately, you will find that their satisfaction, and by extension their loyalty to your company, is palpable. This will also result in an increase in the number of customers you will have since these satisfied clients will recommend you to others.

You can expand internationally, if you want to and are capable of doing so – if you are offering a service that everyone around the world can avail of, and you are also offering 24-hour customer service, you can easily expand your business to serve those in other places worldwide. You already have personnel on call to handle concerns 24/7, so the possibility of expanding your business to cover other parts of the world is not that farfetched a plan.


Added overhead costs – having people assisting customers all hours of the day and night will cost you a bit more in terms of operating expenses. You will need to cover not only the salaries of the people working for you at night, but also the utilities and services that need to be available to them at night as well.

While there are not that many cons when it comes to having a 24/7 customer support team, it does have a huge impact on your company. This is why you need to determine whether or not your company does need such a service. There are companies that can do with a 12-hour, 5-day-a-week customer support portal, and these are those businesses that are also open on those same days and hours.

If your company has an online presence however, but do not want to offer 24/7 customer support, you can do the next best thing. You can offer customers an email support system where they will get answers to their concerns and queries the next business day. If your clients cannot wait to tell you about their issues with your products, services, or business in general, they can shoot you an email which your CSRs can answer the following business day.

“Axiom does a phenomenal job making sure we are up to date with technology, keeping us secure, up to date, and my staff happy. We’re both on the same side of the table.”
– Ray Kubick, Northwestern Mutual

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