Most of humanity is glued to a phone these days, and people have grown accustomed to constant access to information. The instant communication provided by mobile technology has created impatient consumers who expect 24/7 customer attention. This poses a challenge for small businesses with a vast customer base but limited customer service resources.

It’s possible for smaller companies to provide service that satisfies even the smartphone generation. Intentional adjustments like empowering customer service representatives, establishing availability, and keeping your team …