24/7 Help Center
24/7 customer support means customers can get help and find answers to questions as soon as they come up—24/7 and in real-time. Companies often offer 24/7 support through chatbots, a knowledge base, live chat, or embedded messaging.
Our Company increasingly turning towards messaging channels to give customers the gift of quick, personal, and asynchronous communication.
Just as your support team should have a deep understanding of every aspect of the product, it doesn’t hurt for everyone in your organization to have an understanding of the support experience.
Live chat support (like phone) is synchronous – it’s a conversation in real-time.
But social media and email channels are asynchronous. You have time to triage the issue, manage your resources, and communicate expectations effectively. If it takes some time out or extra resources to regain control over your inflow, that time’s worth spending.
Your stack should include tech to create great customer experiences as well as connect those experiences across channels and context.