telloTello / Answering customers after hours
How to answer customers when your business is closed
Customers ask questions at night and on weekends. Here is how to answer them without being online around the clock.
Why after-hours questions matter
Many people look for a business in the evening or on a weekend, when they finally have time. If they cannot find your hours, your prices or a way to reach you, they often move on to the next business. You do not need to work all day and night. You need a clear answer waiting for them.
Five ways to answer when you are closed
- 1. Show your hours everywherePut your hours on your website, your Google listing and your social pages, and keep them current, including holidays.
- 2. Set an after-hours messageOn your phone, email and messages, say when you are open and when to expect a reply.
- 3. Publish an FAQAnswer the questions you hear most so people can find the answer themselves.
- 4. Add a chat assistantA website assistant like Tello answers from your own information at any hour and takes a name and phone or email for a callback.
- 5. Offer a simple contact formKeep it to a name, a way to reach them and one question.
A short after-hours message you can copy
"Thanks for contacting us. We are closed right now and open Monday to Friday, 8 to 5. Leave your name and a phone number or email, and we will get back to you the next business day."
Mistakes to avoid
- Promising a reply time you cannot keep
- Listing hours that are out of date
- Making people fill in a long form before they can ask a simple question
- Letting an assistant guess prices or availability. It should say when it is not sure and pass the question to you
Where Tello fits
Tello learns your business from your website, answers customers' questions around the clock and sends you every lead. It is an AI and can be wrong, so it tells customers that, answers only from your information and offers to pass questions to you. Read how it works or try it free for 7 days.
Frequently asked questions
What should I say when my business is closed?
Say when you are open, when you will reply, and how to leave their details. Keep it short and honest, and do not promise a reply time you cannot keep.
Can a chatbot answer customers after hours?
Yes. A website chat assistant such as Tello can answer common questions from the information you give it and take the name and contact details of anyone who wants a callback. It is an AI and can be wrong, so check what it says and read your leads each day.
Should I put my hours on my website?
Yes. Hours are one of the most common questions. Put them on your website and listings and update them for holidays.
How do I handle urgent requests after hours?
Decide what counts as urgent, say so in your after-hours message, and give a separate way to reach you for those cases.