Native speakers in 8 languages
24/7 across all channels
98.5% CSAT
Under 3% agent turnover
The moments when 24/7 customer support matters most are predictable. A peak season campaign drives orders through the night. A time zone difference means your biggest international market is most active when your team is asleep. A product issue surfaces on a Friday evening and compounds over the weekend before anyone can respond. A flash sale generates a spike in queries that stretches into the early hours.
Digital Customer Care Company provides customer service for ecommerce brands across Europe, the US, and Canada. We handle email, live chat, telephone, social media, and WhatsApp — with 24/7 coverage in English and during extended hours in Dutch, French, German, Spanish, Italian, Portuguese, and Arabic — with an average live chat response time of 27 seconds and an average social media response time of 14 minutes during covered hours. Your customers receive the same quality of service whenever we are staffed for their language.
A continuous operation
We do not switch to a reduced team or a lower tier of service outside business hours. Our operation runs continuously — the same agents, the same quality framework, the same response standards at every hour. There is no handover between a day team and a night team that your customers can detect in the quality of their responses.
Our AI layer handles ticket classification, response drafting for routine queries, and exception flagging around the clock. During overnight hours when volume is lower, AI-assisted agents can manage a higher proportion of contacts efficiently. During peak periods — including overnight spikes from campaigns or international time zones — the same system scales to absorb the volume without quality degradation. For how peak season overnight volume spikes work in practice, see our guide to preparing and scaling ecommerce customer service.
Our quality framework scores every agent interaction across more than 20 checkpoints — regardless of the time of day the interaction takes place. You have access to your real-time dashboard at all times. If quality drops during any period, we identify it immediately. Our 98.5% customer satisfaction score is measured across all hours, not just during business hours.
Our round-the-clock customer support covers every channel your ecommerce customers use to reach you:
All channels are available in eight languages: Dutch, English, French, German, Spanish, Italian, Portuguese, and Arabic. 24/7 coverage applies to English support; other languages follow scheduled coverage.
Alpine makes hearing protection for concerts, travel, sleep, and more — anytime life gets loud, they've got their customers covered. When Alpine needed support that matched their UK and US customers around the clock, and extended-hours coverage in Dutch, French, German, Italian, and Spanish across their European markets, they needed a team that worked to their customers' hours — not their head office's. We now provide 24/7 English support for the UK and US markets, plus Dutch, French, German, Italian, and Spanish during extended hours, via phone, email, and TikTok.
We provide 24/7 customer support for ecommerce brands including Alpine, Tuur, Pip Studio, HARIO, Bloom Organics, Strider Bikes, Brax, Suitup, Henchman, BioEnex, and Vehikit.
24/7 availability · 27-second average response time · Serving ecommerce brands since 2014