Service Hotline

What is a service hotline?

A service hotline is a telephone communication channel that companies provide to help their customers and interested parties with a variety of concerns. These hotlines are often the first point of contact for questions, problems or inquiries about products and services. The purpose of a service hotline is to offer quick and direct support, which increases customer satisfaction and positions the company as service-oriented.

Types of service hotlines

There are different types of service hotlines that perform different tasks depending on their purpose and function:

• Technical support hotlines: This is where customers receive assistance with technical problems, e.g. when installing or using a product.

• Complaint hotlines: Customers can submit complaints or claims directly and receive solutions in real time.

• Order hotlines: These hotlines are used to accept orders or inquiries about products and services.

• Advice hotlines : These offer customers information and recommendations on products or services, similar to a brick-and-mortar store.

• VIP hotlines: Special hotlines for particularly important customers or business partners who receive preferential treatment.

Service numbers

Service numbers play a central role in the accessibility of service hotlines. Companies use special numbers that provide customers with easy and usually inexpensive access to hotlines. In Germany, there are different categories:

• 0800 numbers: These toll-free numbers allow customers to call at no additional cost. They are ideal for companies that want to offer barrier-free customer service.

• 0180 numbers: These service numbers offer low-cost calls where the cost is shared between the caller and the business. They are often used by companies with high call volumes.

• 0900 numbers: These premium numbers are chargeable and are mostly used for paid services or specialized advice. Companies can use them to monetize additional services such as technical advice or expert advice.

• 0137 numbers: These numbers, which are usually subject to a charge, are particularly suitable for mass calls, such as those used for polls, competitions or surveys. They enable companies to process a large number of calls in a short time.