Why a 24/7 Answering Service Is Needed for Global Markets


From e-commerce to software development, more and more businesses serve customers worldwide. That’s great news for profitability and growth potential. However, it introduces serious challenges, particularly when it comes to communication.

If you’re part of a global market, it’s essential to ensure that your business is available when your customers need you. That might mean handling phone calls at 2 AM or fielding emails at 8 PM, depending on where your office is located in relation to the customer. A 24/7 answering service can help. But why is it so important? 

Customer service statistics

Before we dive into why a 24/7 answering service is so important for businesses serving global markets, let’s look at a few eye-opening statistics. According to Zippia:

  • 88% of customers prefer voice calls with live receptionists rather than dealing with an automated system.
  • 77% of customers view a business more positively if they have proactive customer service.
  • Customers are likely to spend 140% more after a positive customer experience but are four times more likely to go to a competitor after a poor customer service experience.

Obviously, customer service is essential. So, what role does a 24/7 answering service play here?

Answering every call that comes in

Every call your business receives that goes unanswered is a missed opportunity. It might be a potential new customer or client calling to ask about your products or services. Or it could be a current customer with a complaint that can be addressed, creating a lifelong customer in the process. 

If the call isn’t answered, that opportunity never materializes. Missed opportunities rarely come around a second time. For current customers, that might mean going to a competitor. For potential customers, it definitely means buying elsewhere. 

A 24/7 answering service ensures every single call that comes into your business is answered promptly and professionally. That provides the opportunity to convert leads into customers, but it also means you have the chance to solve the problems current customers might be experiencing, delivering a positive experience and strengthening their brand loyalty.

Going beyond phone calls

Customers aren’t limited to the phone today. You can expect them to text, email, and even try to contact you through your website (contact form, online chat, etc.). For businesses in global markets, not only does that mean many more communication channels to monitor, but the need for even more people to handle those channels. 

Yes, a single receptionist might be able to handle the average call volume at your office and field the occasional email, but what happens when you have hundreds of calls, emails, and text messages every day? For most businesses, that’s an insurmountable hurdle. It’s just not feasible to answer all those calls and emails.

A 24/7 answering service can do more than just answer your phones. The right partner here can reply to emails, handle online chat, answer questions submitted through website forms, and more. That gives your business several important advantages, including the ability to be there when and where your customers and potential customers need you.

Creating a positive first impression

You never get a second chance to make a first impression. You might think that first impressions are only made when someone steps into your office, walks into a showroom, or browses the inventory available on your website. They’re also made when people try to contact your business. 

Why do first impressions matter so much? It’s more about your customers than your business. People tend to generalize. They assume that if one experience goes a certain way, the next one will, too. If they have a positive experience with your brand, then they feel confident the next experience will be just as pleasant. 

Unfortunately, the converse is also true. If they have a negative experience with your business, they think the next experience will be just as bad. And, yes, a missed call or an email that goes unanswered counts as a bad experience. Put yourself in your customer’s place. Would you buy from a company that doesn’t value your business enough to reply to your email or respond to a voicemail? Chances are good that you wouldn’t, so why would you expect something different from a customer or potential customer? 

A 24/7 answering service ensures that every customer experience with your brand is as positive as possible, creating the first impression you need for a strong relationship. 

Giving your business a human face

Automated systems are great. They save time and money while providing customers with a chance to leave a message for a representative. However, they’re also faceless. 

Think about this: When you call a business for the first time, and the call is immediately sent into an automated system, how human does the business appear? The answer: not very. Even if you take the time to brand the automated system with your business name, tagline, and other elements, it’s still not a human being.

With a 24/7 answering service, your customers are greeted not by a robot but by a warm human voice. Knowledgeable professionals who excel at customer service give your business a human face, help you connect with your customers on a deeper level, create a cohesive sense of identity, and build a strong brand image.

Choose Smith.ai as your 24/7 answering service

At Smith.ai, we understand just how critical it is for businesses involved in global markets to be available around the clock. From brand building to customer service to converting leads, you must be available when needed. However, that’s often out of reach for businesses that rely solely on in-house staff. We can help.

Our virtual receptionists specialize in delivering outstanding customer service and ensuring an ideal experience 24/7. From taking messages to forwarding calls to answering frequently asked questions and everything in between, our team ensures that every call, email, text message, and chat request is answered professionally and promptly. We can also help with other needs, ranging from lead intake to appointment scheduling, and even support your outreach campaigns to generate those calls and messages.

To learn more, schedule a consultation or reach out to hello@smith.ai.

Business Education
24/7 Call Answering
Written by Samir Sampat

Samir Sampat is a Marketing Manager with Smith.ai. He has experience working with businesses of all sizes focusing on marketing, communications, and business development.

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