CSM Website

The Forum for Customer Service Managers & Professionals
 | Forum Start | Register | Search | Statistics | F.A.Q. |
Customer Service Forum Customer Service Manager Forum / Customer Service Forum /  

What does 24x7 really mean?

Author llevesque
#1 | Posted: 21 Aug 2006 13:23 

Does any one out there have a definition for 24x7 customer support? Does it mean phone support or website support? Is there a trend or best practice statement for what 24x7 support should mean? If I say I'm going to provide 24x7 support and do not specify 'live' support is it assumed to be live or does it just mean that there is some type of 24x7 support available?

Thanks for your comments.

Author bukolakemi
#2 | Posted: 22 Aug 2006 15:23 

To be honest - if you are saying 24x7 support - then that is what people expect - and live. If you now that you cannot provide 24x7 support - then don't state that. You will only adversly impact your brand/organisation.

FAQ's and some probing questions are fine - but at the end of the day - a lot of customers would like to know that if they are using a service which states that it provides 24x7 support - then that it what they would expect.


I look forward to hearing from you

Kind Regards

providing quality service without compromise

Author mesinb737
#3 | Posted: 29 Aug 2006 21:56 

24X7 is global company standard service. It's not conducted by only 1 person. Usually 3 shift working hours.


Author hamidali
#4 | Posted: 29 Aug 2006 23:57 
Hi Vesque

It is the techinal support / services rendered by any company for 24hours & 07 days a week.

Hope the above satisfies your query.

Hamid Ali

Author KarenSB
#5 | Posted: 30 Aug 2006 07:59 
In my experience, 24x7 means whatever the person ultimately in charge of the organization believes it means.

Rather tongue-in-cheek, I know.

When we expanded to support global customers in a former workplace, the definition of 24x7 was interpreted to mean that we would provide "live" service to our overseas clients by having someone monitor email requests for two hours on a Sunday afternoon.

I never could resolve that one in this customer-centric brain of mine!

Best wishes,

Author ftsang
#6 | Posted: 21 Sep 2006 21:04 
7x 24 also means the person(s) on shift are active persons who are literally working (not sleeping through the night and just wake up when there is a phone call). e-mail and Internet information is not considered to be 7 x 24 support as this information is not real-time information.


Author ruth
#7 | Posted: 3 Nov 2006 13:07 
24X7 means different things to different people depending on the environment . i will define it as a human being behind the counter or telephone with the champ smile on the face, making every customer feel that the world revolves around them every ticking second of the night and day, monday through sunday of every week. it does not matter whether the shift is 20 or single - customer satisfaction is the key word.

Customer Service Forum Customer Service Manager Forum / Customer Service Forum /
 What does 24x7 really mean?

Your Reply Click this icon to move up to the quoted message


Only registered users are allowed to post here. Please, enter your username/password details upon posting a message, or register first.