Overnight Support for Overnight Staff: Why Hotels Need a SaaS with 24/7 Customer Service

Get the same customer service for your hotel that you give to your guests.


Sonja Swanson


October 5, 2023

In today's fast-paced and interconnected world, the hospitality industry is heavily reliant on technology to deliver exceptional guest experiences. From online bookings to keyless entry systems, hotels are embracing technology to streamline operations and enhance guest satisfaction. However, with the increasing reliance on technology comes the need for hotels to have reliable and efficient customer support, available 24/7.

Hotels Are a 24/7 Business

One of the key reasons why 24/7 customer support is crucial for hotel technology is the round-the-clock nature of the industry. Hotels operate 24 hours a day, 7 days a week, and any technical issues or glitches can disrupt operations and impact guest satisfaction. Imagine a guest arriving late at night and encountering a problem with the self-check-in system. Without immediate assistance, their frustration will escalate, potentially leading to a negative experience and a tarnished reputation for the hotel. As we’ve discussed in previous articles, these negative guest experiences can have a real impact on a hotel’s bottom line, too.

Service Beyond Business Hours

Even if it isn’t an issue in the middle of the night, accessing customer support beyond business hours can be crucial to hotel efficiency. If there is an issue with software that is critical for your staff operations, and that issue occurs at 7 p.m., you don’t want to wait until the next morning to resolve it. Instead of adjusting your operations to slower methods for 12 hours, find a SaaS solution that will offer you that support immediately, allowing you to keep up your staff efficiency.

International Hotels

Another crucial aspect of 24/7 customer support for hotel technology is the global nature of the hospitality industry. Hotels cater to guests from around the world, and those time zone differences mean that technical issues can arise at any hour. With access to 24/7 customer support, hotels can offer assistance to guests regardless of their location and time zone, ensuring a seamless and positive experience.

Software Updates

Hotel technology is constantly evolving and upgrading. New features, software updates, and integrations are regularly introduced to enhance efficiency and guest services. However, these advancements can also bring challenges and compatibility issues. By partnering with technology platforms that offer dedicated 24/7 customer support, hotels can ensure that any technical issues or questions are promptly addressed, minimizing downtime and maximizing the benefits of their technology investments.

24/7 customer support is essential for hotel technology to ensure uninterrupted operations, address technical challenges, cater to global guests, and deliver exceptional guest experiences. By investing in companies and platforms that offer reliable and accessible customer support, hotels can leverage technology to its full potential and stay ahead in the competitive hospitality industry. Luckily, Kipsu offers 24/7 support! Read about a night in the life of our overnight staff, or schedule a conversation today.

Schedule a conversation.

Curious to learn more about Kipsu and digital messaging? Connect with a member of our team to get all of your questions answered.