provide a 24 hour customer service contact conduit whenever reasonable. weather it be a phone line, text or in-app messaging, or what have you, there are many times I could have used this. times such as today when the site was uder construction a contact person would have been helpful. on the self serve app where changes have been made people will have questions they want answered before they get busy again. a 24 hr text or other in messaging service, or 24 hour phone line should be available and easily accessible.