When we first started Show Me The Number we offered telephone support between 9am and 5pm. We quickly found that due to the nature of how our business operates, we where keeping callers on hold whilst we liaised with networks, looked into issues, checked things and generally considered this both unacceptable in terms of customer service, and a poor use of our resources.
We therefore removed telephone support, and added SMS/Text Message support to our existing email support channel.
Fast forward 3 years and our average response rate to SMS and Email is now under 1 hour, with the vast majority of enquiries resolved at first response. Our support channels are currently email, live chat and text message.