Your brand’s reputation is only as good as its customer satisfaction – and in hospitality, satisfaction is everything. Every question, request, or grievance must be solved promptly and smoothly, ensuring a positive outcome and stellar reviews. If your customer service team is only available 9-5, you’re potentially setting yourself up for trouble. After all, the hospitality industry doesn’t run on traditional hours, and leaving an issue unaddressed overnight can result in brand disaster.
Here’s how 24/7 customer support can keep customer-forward businesses thriving in spaces like food and beverage, lodging, travel and tourism, recreation, coworking, and transportation.
Food and Beverage.
Struggling to stay on top of bookings, vendors, or requests? Food and beverage is a fast-moving industry with odd hours and many moving parts. It’s also a vertical with notoriously slim profit margins, and poor feedback can mean the difference between getting by or having to shut up shop. Outsourced 24/7 customer service support can help you stay on top of booking requests or orders while dealing with questions about events, menu items, or billing. Consider the human touch for complex challenges or requests during business hours, and a chatbot for simple out-of-hours requests.
Accommodation.
AirBnB and hotel owners know just how vital a great customer experience is. A whopping 80% of travelers check reviews before booking a hotel, which means that reviews play a significant role in your bookings. The bad news? Guests are more likely to leave a review after a negative experience than a positive one. With 24/7 omnichannel support, your boutique or chain hotel business can quickly handle any issues to do with booking, access, or guest services, getting ahead of potential challenges – no matter the time of day.
Travel and Tourism.
In 2024, US travelers spent $1.3 trillion on US-based travel. However, travelers march to the beat of their itinerary, meaning that travel and tourism operators need to be available at all times. Providing prompt, knowledgeable, and attentive customer service tailored to individual travelers’ needs is vital for ensuring satisfaction – and encouraging travelers to recommend a resort, activity, or destination in the future.
Recreation.
Recreation is a wide-ranging industry spanning parks, sports, museums, cultural events, and outdoor spaces, and as such the customer service demands can be complex. Bookings and registration, accessibility support, and complaint management are all part of the day-to-day juggle. Because recreation providers deal with a large cross-section of the population, being able to adapt to individual needs is a must. 24/7 customer support services can help provide site information, multilingual support, and the resolution of issues – helping recreation providers support the wider community.
Coworking.
Remote work is no longer just a trend: it’s the norm for freelance workers, start-ups, and small businesses. Coworking members tend not to work 5-9 hours, which means that out-of-hours support is a must. Whether it’s handling access and security issues, troubleshooting tech, or providing virtual receptionist services, a 24/7 outsourced customer service team can keep members satisfied – and paid up long-term.
Transportation.
Logistics is a true 24/7 industry. It’s also one where conditions are constantly changing – weather issues, vehicle problems, connection delays, and driver needs are just some of the parts of the puzzle that can knock things out of sync. Whether your company deals with freight, home moves, or consumer deliveries, offering support to customers so that they can track shipments, get updates on deliveries, and resolve issues is key to your success.
Tap into 24/7 Omnichannel Support with ACD Direct.
Don’t risk your reputation – or your bottom line. ACD Direct offers powerful omnichannel support that integrates seamlessly with your existing systems, together with expert customer support from experienced call center pros. When you engage us, you’ll get around-the-clock support from a US-based team that understands your customers and their needs and will work diligently to keep your brand reputation in stellar shape. To see how ACD Direct can support your hospitality business, drop us a line today!
