After Hours Answering Service

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  • Developing a customer support strategy
  • Supporting customers during business hours and after hours
  • Tracking regular KPI statistics
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  • Offering flexible service packages

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Customer Support Outsourcing for SignEasy
Customer Support Outsourcing for Niel Patel
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for Here
Customer Support Outsourcing for Calm
Customer Support Outsourcing for SignEasy
Customer Support Outsourcing for Niel Patel
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for Here
Customer Support Outsourcing for Calm
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
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For the past 10 years we have built our own tools for handling customer support flow. And we are sharing it with you:

QCRM - qustomer support ticket management system

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Ticket management system that helps us manage huge teams and help them manage a huge workflow of emails.

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Live chat tool which may be incorporated directly onto the web page that delivers faster performance and helps our team interact with the customers.

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Though it blends into other interfaces and is almost imperceptible, it still is a powerful and sophisticated instrument that supercharges every interaction with the power of AI.

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With all the agents working on the team, we were able to drastically improve all of our key performance indicators. Our average first response time was dropped under 1.5 hours, our average resolution time dropped under 12 hours, and our customer satisfaction scores were higher than ever.
Monica Perez from Sign Easy

Monica Perez Head of CS,
Sign Easy,
signeasy.com,
US.

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Within 3 months, over 80% of sales and support requests were able to be addressed directly by SupportYourApp. By creating the tools and processes we are now able to add additional resources when the need arises. They are truly committed to supporting the customer at all levels.
Todd Penny from GoCodes

Todd Penny Founder,
GoCodes,
gocodes.com,
US.

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We wanted to improve our standard of customer support. We had one full time person working in Germany. He did a great job, but he was off at night, on weekends... We also were not able to answer the phone. The outsourcing services of SupportYourApp did improve on that.
Oliver Breidenbach from Boinx Software Ltd.

Oliver Breidenbach CEO and founder,
Boinx Software Ltd.,
boinx.com,
Germany.

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SupportYourApp was a godsend to us. The ability to have people respond to our customers no matter where they are in the world on 24/7 basis is really astonishing. I was working in other companies where the support level did not come even close.
Kevin La Rue from Skylum, Inc.

Kevin La Rue Vice President,
Skylum, Inc.,
Skylum.com,
US.

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SupportYourApp's work has resulted in a dramatic increase in great feedback from our customers. We hear all the time from customers on Shopper Approved, telling us they've never seen a company with such a fast response time.
Josh Brown from Softorino Inc.

Josh Brown CMO,
Softorino Inc.,
softorino.com,
US.

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The highlight of SupportYourApp's CRM is the ability to review all the phone calls that come through, handy filter or quickly show open issues, or issues needing developer attention. At this point, it seems the most appropriate for our e-mail and phone support outsourcing.
Chris Devor from Macroplant, Inc.

Chris Devor CEO and founder,
Macroplant, Inc.,
macroplant.com,
US.

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What is an after hours answering service?  

After hours answering service is an answering service provided to the customers after business hours and on the weekends. This means that no matter when the customers are calling or leaving their messages, they will always get their answers and the help they need. Of course, just like any type of answering service, an after hours team can deal with different channels of communication. 

Modern businesses cannot afford to be offline. Anytime. Customers want the coverage to be provided to them after business hours and even on the weekends. Generally speaking — modern businesses need to be available and provide after hours answering service 24/7. And it is no matter, what type of answering service a business provides — a virtual receptionist answering all your incoming calls and messages, a separate team that will provide after hours call answering service to your customers or a chatbot that will take care of an after hours message service — they are all essential to a smooth run of your business.

So, what are after hours answering services, how can they influence your business and what businesses should think about outsourcing their after hours call centers?

Types of answering service

After hours live chat answering service

46% of customers prefer communicating with businesses over chat. And that doesn't necessarily mean that they will write to you during business hours only. They are sure to reach out to you when your entire team has gone home. And if they do not get an answer within an expected 2-3 minutes time they will try seeking another way to reach you, which might only aggravate them. In its turn, it is better to provide customers with after hours answering services for your chat than to inconvenience them even more beyond having to contact your support team. 

After hours phone service

Answering the phone around the clock is crucial for the run of your business. Customers expect to hear a HUMAN on the other end of the line within 15 seconds from the start of the call. With that in mind, only 44% of customers say that they are satisfied with the answering service they get over the phone. And anything can contribute to this number — from bad conversation to inability of the support team to resolve the customer’s issue right away to a long pick-up time. By making sure that your business hires an after hours call center or ensures that there is an on-call answering service available to take all the customers’ inquiries, it is easy to improve not only the satisfaction with the answering service but also with your business as a whole.

Email answering service

Average reply time for an email varies depending on the type of business and the average urgency of the request. It may be anywhere from 1 to 24 hours. Again, it all depends on each particular business itself and on its ability to set up an answering service, especially an after hours one. Even though answering emails does not seem like an urgent need, it is still quite important, especially given the fact that customers tend to send a lot of important information as well as screenshots and documents’ scans in order to help speed up the resolution process. 

If you ensure that your customers have the possibility to get the best after hours answering service for their email, you will see that they are satisfied with your services. 

Chatbot

What can be answered after hours? Phone, chat, email? A receptionist can take down the caller’s information and pass it over later. Another tool that can help any business provide customer service after hours is a chatbot that can be set up in-house or by a crafty third-party vendor within their CRM system. Chatbots are a very interesting and neat option for businesses that want to cut their expenses and at the same time provide their customers with the best after hours answering service.

In reality, providing customers with after hours answering service and after hours call service option will go a long way, as a business that is ready to go an extra mile and either set up an after hours team in-house or outsource it to a third party vendor like SupportYourApp is a business that is worth dealing with.

What businesses from different industries would benefit from after hours answering services? 

Of course, even though any business can benefit from having an after hours team, there are certain industries that simply must have an after hours solution, as they simply cannot afford to miss any calls and messages:

Doctor offices (including veterinary)

Doctors and veterinarians simply must give their patients (even furry ones) a possibility to connect with them after hours. After all, you never know what medical emergency might occur and when it might occur. When it comes to doctor’s office answering services can:

  • Accept the calls and messages
  • Set up appointments for the patients
  • Dispatch the calls to the appropriate medical professionals
  • Deal with any kind of emergency
  • Be on-call

Law firms

Lawyers usually have a great flow of requests. And dealing with at least some of them after hours can greatly influence the efficiency of any lawyer’s office. After hours lawyer’s office operation is one of the best ways to ensure great coverage and the most efficient way of communication with those who need help from a lawyer’s office any time of day, especially after hours. 

Home services

Plumbers, HVAC (heating, ventilation and air conditioning) and electricians usually work during day time and business hours, but missing a call about a home emergency after hours may cost them their customers. That is why when dealing with home service, after hours answering service is a must. They can help you get the messages and calls from customers as well as deal with any kind of emergency and, as a result, form a very trusting relationship with the customers. 

Tech companies

Tech companies might not necessarily think about after hours answering service or 24/7 customer support as a must. But it is. It is especially true for big companies that have customers around the globe, which means that it is impossible to know when a technical issue might occur. Tier 1 and 2 answering services are especially important to cover after hours because they deal with most customers: 80% of tickets are resolved at tier 1 — the least technically demanding one. 

Having an after hours IT service will significantly ease the tasks for your daily support team and is sure to increase customer satisfaction KPI.

Custom after hours answering service — whatever your business needs

What do after hours answering services include and what kind of answering service can be provided to a business upon request?

After hours customer service and support

Make sure that your customers get top-notch answering service whenever they need help from your team

After hours dispatching service

Especially needed by medical offices, lawyers and insurance companies to make sure that no emergency goes unnoticed

After hours call center

Accepting calls and providing your customers with any information regarding your business, starting from setting an upcoming appointment all the way up to providing them with info on their delivery

After hours on-call service

Run a plumbing business or a veterinary? Be on-call after hours and make sure that your answering service is up to standard

After hours receptionist

After hours receptionist is a great way to delight your customers and your clients who need to reach your business after you have closed for the day

After hours technical support

Tech support tier 1-3 is the best way to deal with any user’s issue any time of day. Provide the best after hours technical support and the customers are going to stay loyal

Outsourcing after hours answering service: benefits

When you have the opportunity to get your customer’s call after hours it instantly forms a trusting relationship with your customer base. And surely, any business wants to have that as soon as possible with their customers. But, setting up an in-house answering service team might be hard to do, especially an after hours one. That is why a lot of businesses opt for outsourcing it to a third party vendor. After all, it is possible to outsource after hours call center services without additional hassle. What are the benefits of outsourcing when it comes to after hours answering service? 

No unanswered calls

One of the biggest and greatest perks when it comes to after hours answering service is the fact that your business decreases a number of unanswered calls to a zero. And we all know that in the world of business, unanswered calls, messages and emails are equal to a possibility lost. And in the world of business we cannot afford to lose opportunities. 

Hire after hours answering service in order to decrease the number of unanswered calls and messages for the growth of your business. 

Reduced costs

In-house after hours team will need a lot of resources — it will need additional payments for all the after hours operations, working spaces, hard- and software, coffee, paid sick leaves, vacationing and so on. They will also need some after hours managing, which will also take a toll on your management team. 

In other words, after hours answering service team is an ordeal. On the other hand, finding an outsourced team that can very well become an after hours extension of your answering service department. This solution will also allow you to cut costs as all the above-mentioned is going to be taken care of by an outsourcing company. In the end, the cost saved will allow you to focus on business development and scaling your other departments. 

Experienced calls and messages handling

Answering service is not as easy as it sounds. You have to have an understanding of your customer base and the tone of voice that they expect from you. To provide the best answering service, one has to be experienced in it. Outsourced solution will let you get the necessary expertise within a matter of days.

Ensuring that you are doing the right thing and providing excellent customer service by arranging a perfect after hours answering service team is one of the best ways to ensure loyalty of your customer base.

Ensure high customer satisfaction KPI

When your after hours team is answering the calls and messages instantly, when they provide the right information no matter the time of day and when they know exactly what needs to be done in order to satisfy a customer, then your customer satisfaction KPI is going to grow. 

And if your customer satisfaction KPI is growing, your business will scale and develop, further trying to maintain the same high level of service. It is a circle where after hours answering service might be a locking ingredient.

As you can see, outsourcing your after hours answering service team will allow you to provide the best service around the clock and it will also help your customer base get the answers and help they need whenever they need it. 

 

Outsourced after hours answering service — SupportYourApp ways of integration

  • When it comes to providing services after hours, there is always plenty of questions. No matter their numbers, they always multiply when it comes to outsourcing your after hours answering service team. And the first answer is usually how to integrate an outsourced solution into your existing business structure. Well, here are some ways that you can look into if you want to outsource your after hours team.

  • Full outsource (after hours call center)

    After hours call center’s main task is to take all of your business’ incoming calls, messages and emails so that you do not miss any of the customers’ inquiries. We have found that this is the most efficient way to outsource your answering service as the team has the possibility to accumulate a certain amount of knowledge and a communication style. 

    After hours answering service for chat, calls and emails is now the best way to establish top-notch relationships with your customers as they are expecting to get correct answers without any delay and at any time of day. For sure, we at SupportYourApp are seeing a great demand for full outsource of after hours answering service team as it provides the most efficient results, especially if they consist of dedicated after hours support consultants. 

  • Partial outsource (after hours phone answering service)

    How to make sure that your customers always have their calls answered if all you have is a business hours only in-house support team and do not know how to set up an after hours team? It is easy — hire answering service for the needed time from the third party vendor. How would a partial after hours team operate? The same way as your in-house team. Just outside your office and business hours.

    When picking a vendor for after hours phone answering service, it is important to pick one that is willing to share all the team performance stats as well as encourages a full transparency of the team processes, this way you are going to be sure that your after hours coverage is completely up to your standards.

  • Chatbot set up

    Setting up a chatbot and ridding your after hours answering service team of all the frequent Tier 1 questions might be a great addition to your after hours team. While it is hard to imagine that a chatbot solution will replace the entire answering service team completely, it will 100% be beneficial for it. Plus, it is not such a rare occasion to see a chatbot helping a business after hours. 

  • On-demand after hours phone service

    On-demand after hours answering service is the best and most cost-efficient solution for businesses that do not have a lot of tickets and the need to communicate with the customers 24/7. Hot seasons, spiked in customer activity and urgent matters — these are the occasions when an on-demand after hours team will come in hands for any business. But, if you see that your business has a constantly big flow of messages or doesn’t experience hot seasons, then you might want to consider another after hours option. 

FAQ

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How much does an after hours answering service cost?
The cost for an after hours answering service team varies depending on the size of the team as well as hours of coverage needed by a business.
How efficient is insurance after hours answering service?
Insurance businesses’ clients tend to have a lot of emergency cases and calls. That is why having an after hours answering service is practically obligatory when it comes to insurance businesses.
Is after hours answering service IT services really necessary?
Tech companies, especially big ones operating around the globe will see a lot of customers churn if they fail to provide an after hours communication possibility to the customers. After hours answering service is a core feature for any tech-segment-operating business.
What are the features of the best after hours answering service?
Reliability, transparency, timeliness, cost-efficiency and flexibility. These are the core features of a goof after hours answering service.
Why do businesses need after hours call services?
Businesses need to integrate an after hours solution into their structure in order to provide seamless and timely service to their customers at any time of day.

Knowledge Base

For the past 10 years we have been through many-many challenges, victories, problems and failures. Here are our stories:

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My Career Journey: Support as a Lifestyle

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