Human resources management: Customer service: Numerous online shops offer availability after 18:00

In an increasingly digitalized world, online shops play a central role in our everyday lives. Customer service is one of the decisive factors that determine the success or failure of a company. Many online shops have recognized that the needs of their customers have changed and are responding with extended service hours — often even late into the evening hours. In particular, the ability to contact customer service after 18:00 has become a real competitive advantage.

Why is customer service important after 18:00?

People's living and working habits have changed significantly in recent years. Many consumers are busy working during the day and only find time to take care of private matters in the evening — be it ordering from an online shop or clarifying an open question.

A customer service that is available after 18:00 offers these customers the opportunity to resolve their concerns exactly when they have time. Studies show that high availability of customer service significantly increases customer satisfaction. The flexibility to get help outside regular business hours ensures that customers feel understood and valued.

Which online shops offer service after 18:00?

More and more large and small online shops are adjusting their service hours. Industry leaders such as Amazon, Zalando and Otto have long been offering support options that are available until late in the evening or even around the clock. But smaller online shops are also following suit and enable contact by telephone, e-mail or live chat until the evening hours.

There is a particular advantage in shops with live chat functions, as customers receive real-time support there. This trend shows that online shops have recognized customer service as a core part of their strategy.

The benefits of extended customer service

1. Higher customer satisfaction
   Customers who receive quick and easy help remain loyal longer and recommend the online shop to others.
2. competitive advantage
   An online shop that is available after 18:00 stands out from the competition and gains potential customers who value flexible support.
3. Increasing the conversion rate
   Especially when it comes to technical problems or questions about products, fast customer service can be decisive for completing a purchase.
4. International clientele
   With extended opening hours, online shops can also serve customers in other time zones, which is a major advantage, particularly for globally active companies.

How can online shops optimize their accessibility?

The technical implementation of extended service times is now easier than ever. Many companies rely on a combination of human customer service and automated solutions:

• AI-powered chatbots: They are available 24/7 to answer common questions.
• Flexible personnel management: Shift schedules make it possible to fill customer service with real contacts even after 18:00.
• Multi-channel support: In addition to telephone and e-mail, social media, live chats and messenger services are becoming increasingly important.

Investments in such systems pay off in the long term: A satisfied customer is the best advertisement for any online shop.

Customer service after 18:00 — A must for modern online shops

The trend towards extended service hours in customer service is not only a response to changing customer needs, but also a strategic decision. Online shops that make their customer service available after 18:00 create trust and build stronger ties with their target group. At a time when flexibility and customer orientation are becoming increasingly important, it is worthwhile for every company to extend the service to the evening hours.

‍

If you have any questions about our blog posts, our repricing software or our consulting solutions, please contact us at:

email: support@metaprice.de

‍Telephone: 0214/33010250

Whatsapp: 0163/2202270

About our free test accounts:

‍Free test account for our Amazon Repricer

‍Free test account for our eBay Repricer‍

‍Free test account for our Kaufland Repricer

‍