Live Answering Service

Get the best coverage for your business with reliable live answering services from SupportYourApp.

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  • Taking care of it all — from simple messages to complicated customer service inquiries (T1-T3)
  • Providing extensive expertise in different fields — from tech to e-commerce
  • Ensuring the fastest pickup time
  • Implementing up-to-date hard- and software
  • Providing only highly-qualified, and sales-oriented teams
  • Developing and implementing knowledge base
  • Troubleshooting, debugging, testing
  • Conducting customer satisfaction surveys

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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
Customer Support Outsourcing for G2A

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Custom Software

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


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

Quidget – online chat widget for web


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

Quidget – online chat widget for web


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.

QCRM – customer management system

Clients Reviews

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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,,

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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, Inc. logo
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.,,

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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.,,

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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,

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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.,,

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What is a live answering service? 

A live answering service team is basically a team that is facing  your customers front and center. They get their messages, calls and emails and answer them in accordance with the communication rules of your business as well as certain scripts that you as a business owner may have in place. 

One of the best examples of a live phone answering service would be a live receptionist that can answer the calls from your customers and clients, redirect them to an appropriate professional and provide them with the simplest answers and information. Live telephone answering service, chat and email answering service and even a team that would answer questions through the social media pages — these are all crucial parts of 24-hour live answering service team. 

Advantages of live answering services

24/7 live answering service clearly has its advantages. First, it ensures perfect coverage for the clients and customers who require professional support from a live answering service operator or another member of a virtual receptionist or business communication team. Second, a live answering service team will take various, small but nevertheless time-consuming tasks off of your hands like scheduling, appointments settings, calls redirecting and so on. 

But what are the other advantages of the best live answering service?

Live call answering service screening

Live answering service team can easily screen your calls and your incoming messages. Avoid spam and greet customers as they call. This will only further improve your live answering service team’s performance and will ensure that your customers feel the rising productivity. 

Never miss another call

4 out of 5 callers will never leave a voicemail message which means that a business loses 80% of customers whose calls are never answered by an answering service representative for whatever reasons: the call came in out of business hours, there wasn’t a sufficient number of live consultants on the line or a call took too long to be answered and the customer refused to wait for a pickup. 

Lost calls can result in lower business revenue, poor reputation and less customer turnaround. In its turn, an answering service team can easily reduce or fully eliminate this issue by answering absolutely every call from all customers.  

Live operator answering service will improve your customer experience

Live answering services team can easily improve your customer experience and as a result customer satisfaction rate. How? By giving them the information they require here and now, by providing them with instant answers and instant results without any escalation and by making sure that their feedback is heard and acted upon.

With staggering 42% of companies ignoring customer feedback, it is easy to understand why customers are hesitant that their opinions are heard and implemented. But if your live answering service team accepts all the opinions, records them and later you implement changes based on them into your business structure, the customers will surely come back as they will see improved customer experience. 

Eliminate spam

Even though statistics show spam’s share in email listing on a steady decline for the last 12 years — from a staggering 92.6% in 2008 to only 28.5% this year, it is still a considerable amount which means that any answering service team is going to spend a lot of time on tracking spam messages and filtering them, so that they do not influence your answered emails and calls KPIs. 

Eliminate spam by hiring a remote live answering service team that will take care of your entire inbound communication. This will help you not to waste your company resources on spam messages and will save you a lot of time and money.

Ensure exceptional customer service

When spam gets eliminated quickly, calls and messages get answered and all the information is given to the customer in a precise and timely manner, then customer service can easily be deemed efficient and effective. And only then will your customer base be able to be completely satisfied with the answering service they are getting. 

Types of live answering services

There are several ways of categorizing live answering services. The most popular though is by the channels of communication through which they are received. 

Live phone answering service (also known as live voice answering service)

Live phone answering service is probably the hardest type of answering service imaginable. The representatives working the live line are to be knowledgeable and experienced when it comes to their product, and they also have to know how to deal with an angry customer. After all, the customers who call a support line are rarely happy and most of the time they want to leave a bad review or a complaint about a certain service or a product. 

This, of course, puts this answering service team right on the front of customer communication as well as sets a certain tone and requirements for them. The more experienced and empathetic they are, the better it will work for the end users. 

They are the most useful for: attorneys, lawyers, mental health hotlines, doctors’ offices and emergency call centers.


Among all channels of communication, chat requires the fastest answers — a maximum of 2 minutes, and has the highest customer satisfaction rate — about 82%. So, it might not be as difficult to provide the best answering service via a chat window. But it certainly is the most demanding when it comes to the first response time. In their turn, 79% of customers say that they prefer communicating in chat due to immediacy of the answers they get through it. 

It is the most useful for: emergency mechanics, online stores, doctors’ websites (for appointment setting).


Even with an abundance of live answering service channels, email is still one of the most popular and efficient due to the fact that a customer can provide an answering service team’s representative with a lot of information about their questions or issues. 

With the average email response time being 12 hours, it is not difficult to set an entirely new timeframe here, by answering in less than 1 hour. This will raise an already pretty high customer satisfaction rate of 61% even higher, making sure that your business is perceived for what it is — responsible, fast and customer-centric. 

They are most useful for: real estate investors, online customer support teams, any business really.

Social media live answering services

Social media answering services have only seen their start not so long ago. With businesses only starting to implement social media support and communication solutions just a few years ago, we are now seeing a surge in the demand for the answering service for social media teams. And with more and more customers turning for help through social media, it is clear and quite natural that answering services for social media are only going to see growth from here on.

They are the most useful for: online stores, hospitality industry businesses, service providers.


We at SupportYourApp pay a lot of attention to KPIs, setting and maintaining them. And having been providing answering services for businesses all around the globe for a decade now, it is clear that we gathered a lot of KPIs for our live teams.

Remote answering service and KPIs — SupportYourApp and quality

  • Pickup time

    72-80% of callers hang up and never call back if their call is not answered right away, so a quick pickup time is very important to any business. Knowing and understanding that helps us set up the highest standard for our live teams. In order to provide our clients’ customers with the services of the highest quality, we set a very low phone answering service pickup time — 5-10 seconds per phone call. This way we ensure that all the customers get their answer right away and that they are not going to churn due to the lack of attention from our teams’ side.

  • First response time

    The average response time for email is not unlimited, as thought by quite a lot of modern businesses. It’s 12 hours. For chats this time is shrunk to 2 minutes. But these numbers are not good enough for SupportYourApp team. We set up our reply time very high — 15-45 seconds for chats and 15-20 minutes for emails. Of course, we also fully adjust our services to the requirements of our clients, so that their own KPIs and SLAs are fulfilled and their customers are fully satisfied. 

  • Average resolution time

    For our live answering service team we also have a resolution time KPI. Surely, while it is almost impossible to set this KPI, we have established a certain number of iterations — a number perfect for getting all the necessary information from the customer as providing them with the solution they need or information they want to get from the live team. And the number is… as low as possible. That’s right. We want the customer to have as little number of iterations with our team as possible because it would mean that they get their resolution in the shortest possible time.


To get the fastest answer for any question simply contact us and ask anything.

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Why does a business need a live answering service?
Any business needs a live answering service team in order to handle the flow of inbound communication. This will allow the customer to reach any business and settle any issues they might have with ease and in the shortest time, prompting customer satisfaction KPI growth.
What is the best live answering service for small businesses after hours?
The best live answering service for a small business is one having the most flexible and adaptable offer. Small businesses are also better off looking for a flat rate live answering service because it is going to help them save resources needed for their own development.
What are the benefits of a live answering service?
Live answering service team is going to take care of all your inbound communication with your customer base, making sure that all of their inquiries are processed, heard and resolved.
How to start a live answering service?
The first thing you need to start a live answering service is to look up live answering service pricing and count whether you need an outsourced or an in-house solution. Next you go on to establishing the means of communication, KPIs and only after that can go on to hiring a team of professionals, preferably with experience in the field.
How much does it cost to have a live answering service?
The cost of a live answering service will vary depending on the size of the team, the number of means of communication and languages that you would require to service your customers. You can find out more about SupportYourApp pricing here.

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