Is it worth investing in 24/7 customer support? We'll tell you.

June 11, 2025

Is it worth investing in 24/7 customer support? We'll tell you.

If you had asked me ten years ago if 24/7 customer support was an unquestionable necessity, I would have hesitated. Today, after two decades immersed in marketing and technological innovation, I can say that the game has completely changed. We live in an economy where every second and every interaction counts, and where customer experience is the true driver of decision-making. But does offering 24/7 customer support really add value? In this article, I want to share my vision, based on my own experience and that of hundreds of clients we help every day at Sintonai.

The digital customer never sleeps

When I manage projects for companies aspiring to grow, the first thing I analyze is their customer service cycle. Today, users may need information or support at any time, whether from their couch in Madrid at midnight or during their morning commute in Barcelona. What happens if they don't find an immediate answer? They'll probably go to the competition. 24/7 customer support is the direct response to this new reality.

According to a recent Zendesk report, 67% of Spanish consumers expect assistance at any time of day. This isn't just about resolving technical issues: we're talking about purchasing advice, after-sales information, and even customer service. Companies that adopt a 24/7 service achieve loyalty rates up to 30% higher than those with limited hours.

At Sintonai, we constantly observe this: when users receive a quick response, even the most complicated ticket becomes an opportunity to sell more and better. This is how I personally help transform the "problem" into "added value."

What is Sintonai and how can we help you?

At Sintonai, we develop intelligent customer service and sales solutions with advanced AI designed for Spanish companies. My commitment is personal: I collaborate directly with sales and support teams to identify bottlenecks, automate processes, and optimize resources. The result: greater user satisfaction and, above all, greater cost efficiency.

Imagine, for example, an online store whose support hours are from 9:00 a.m. to 6:00 p.m. At night, they lose potential sales and leave inquiries unresolved. With our 24/7 customer support system, available via chat, voice, and email, that same company can anticipate inquiries and turn them into sales, even in the middle of the night.

How do we do it? By applying contextual AI, sentiment analysis, and automation workflows—always backed by my experience and that of my team—to provide accurate, human, and business-tailored responses. And the best part: you don't have to take my word for it. You can try Sintonai for free and with no obligation, with 500 test messages via our website: request it here and experience the change in real time.

Advantages of 24/7 support: beyond productivity

Investing in 24/7 customer support generates benefits that go far beyond simple availability. First, it increases conversion rates: our clients report an improvement from 15% to 40% in online sales after implementing always-on smart agents. Second, it drastically reduces incident resolution times, minimizing customer frustration.

Another relevant fact: 24/7 support reduces the volume of complaints by up to 25%, according to our own internal analysis of success stories. When attention is immediate, concerns are dispelled before they become bigger problems.

For the internal team, it also means alleviating repetitive workloads and freeing up resources for higher-value tasks. By centralizing and automating standard tasks, we foster a better work environment and reduce operating costs—all with the strategic support I personally offer to each client.

Are there challenges? Costs, customization, and cultural adaptation

Now, nothing is perfect. Implementing 24/7 customer support requires an initial investment and some adaptation by the team. Some organizations fear losing the "personal touch" or being unable to handle the variability of inquiries during unusual hours.

My recommendation is clear: start with a contact flow analysis and choose modular tools—like Sintonai—that scale with business needs. Automation and personalization can not only coexist, but together they allow for scaling human interaction without sacrificing costs.

I recently helped an industrial company implement a hybrid channel: AI for frequently asked questions, human support agents for complex cases, and quality monitoring. The results speak for themselves: customer satisfaction above 92%, less stress for the team, and a 28% reduction in monthly support costs.

The trend for Spanish companies in 2025

Looking to the future, the data is overwhelming. 831% of Spanish SMEs plan to digitize their support channels by 2027, and AI-based automation is leading these strategies. Companies that have already taken this step are not only protecting their revenue but also building an innovative and reliable brand image.

At Sintonai, we're at the forefront of this change: we help businesses in any sector democratize access to 24/7 customer support without major investments or technical complexity. My mission as CEO is to ensure that no customer is left behind, regardless of their size.

I invite you to find out, because the difference is made by those who dare to put the customer at the center every minute of the year. Is it worth investing in 24/7 customer support? If you want to stay ahead in your industry, the answer is a resounding yes.

— Manuel Jurado, CEO of Sintonai