Did you know that it takes 12 positive experiences to make up for a single unresolved negative experience?

It’s statistics like these that show why a dedication to customer service is so important.

While there are things you can do to provide high quality service and support during business hours, this isn’t always as simple after your doors close for the day. Even so, there’s a chance that a customer or prospect will have a question or concern at this time.

With this in mind, let’s examine some top tips for providing after hours customer service:

1. Have an Emergency Number for Calls or Texts

This doesn’t make sense for every type of business, but some can greatly benefit from this strategy.

For example, if you own a plumbing business, you know that problems can come about 24 hours a day, 7 days a week.

The last thing you want to do is leave a valued customer hanging because you aren’t available to communicate after hours.

By sharing an emergency number for calls and texts, you give your customers peace of mind while also ensuring that you provide the best possible support experience.

2. Let Your Website do the Work

There are times when you’ll need to speak with someone in person to understand their question or concern and provide a solution.

There are also times when your website can do all the heavy lifting for you.

Here’s the best thing you can do: create a support section on your website, complete with answers to the most frequently asked questions.

With this, you may come to find that your customers no longer have to contact you direct, but can instead find what they’re looking for on your website.

3. Use an Offline Chat

It’s ideal to provide a live chat experience 24 hours a day, but this isn’t always possible.

The next best thing is an offline chat, as you can request that the person shares his or her contact information and message. From there, once you’re available to do so, you can review the messages received after hours and make immediate contact.

So, there you have it. These aren’t the only ways to provide after hours customer service, but they’re among the best.

If you want to show your customers how much you care about them, it’s imperative to implement one or more of these tips.

For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!