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Customer Service: Industries That Need a 24-7 Help Desk

October 5, 2016

A 24/7 help desk is considered a necessity by many businesses, but there are a few industries that do require this more than most. There are even a few that do not really need to have such a helpline available all times of the day, with this particular service being available only during peak hours. Some industries however know that they cannot do without this service for their customers. These are those who know their product or whatever they are offering their clientele need to be always working.

Which industries are not really required to have a helpline that is up 24 hours of the day and 7 days of the week? There are quite a few. These include hotel reservation specialists, retail outlets, and others that are not considered crucial or critical to life as we know it. Those that do need to be always available include the following:

Banking services – the main reason why banks need to have a help desk that is up all times of the day and night is because people need money for survival. The main reason why these help lines are always available is due to the fact that problems can occur when people try to access their finances, and when they notice something is wrong. Banks and financial institutions (credit cards and the like) need to have people manning their phone hotlines all the time since theft can occur at any time, and people need to have a way to stop the use of their ATM and credit cards immediately. These helplines also provide people with the chance to ask for help when they cannot access their funds, particularly when an emergency requires them to get money at odd hours of the night or day.

Internet services – internet service providers have customer service and technical service representatives always available via a hotline, and this is because everyone is now dependent on the internet. This is because more and more people use this for a lot of things, like work, communication, and entertainment. Those who use this for work or for their business require a stable connection and problems like slow upload or download speeds, and intermittent connectivity, can mean lots of money lost for them. A reliable service provider will always have a hotline people can contact anytime when such problems occur. Why 24/7? This is because people from different parts of the world now work or conduct business globally.

Do You Need a 24-7 Help Desk?

With the two examples stated above, you may begin to wonder whether or not your business needs a help desk that is available all the time. How do you find out if you are one of those companies that should consider having people answering emails, calls, and chat messages on your website all hours of the year? One indicator of the need for an always-available help hotline is where your customers are located. Even if your business is not considered a life-critical one, if you are serving customers all over the world, which means all time zones, then a 24/7 helpline is needed. If you offer services that need to be available all the time (servers, cloud computing, mobile services, etc.) then you need to have people who can help or troubleshoot available all the time as well.

“Axiom does a phenomenal job making sure we are up to date with technology, keeping us secure, up to date, and my staff happy. We’re both on the same side of the table.”
– Ray Kubick, Northwestern Mutual

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