Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

How To Provide 24/7 Customer Service Without Working Around the Clock - A Better Answer - Blog

How To Provide 24/7 Customer Service Without Working Around the Clock

Offering around-the-clock customer service help is something most customers expect companies to provide. In fact, 75% of customers expect a resolution within five minutes when contacting customer support for help. 75% also rate fast response times as the highest factor in a positive customer experience. 

The thing is, one person or one team can't provide 24/7 support, which means it's time for more creative solutions.

Many businesses get stuck between a rock and a hard place when it comes to customer service. You've got an influx of calls and not enough staffing or processes in place to keep up with them, or maybe you don't have the budget and infrastructure to hire an entire in-house team.

Scaling a team can be difficult, especially for small companies. Even if you're not overflowing with calls, offering 24/7 customer service is a vital perk to add to your company as more and more customers are looking for "after-hours" customer service help.

Failing to meet clients’ expectations is detrimental to any brand. It will result in bad reviews, a poor reputation and dissatisfied clients.

How To Know if Your Business Needs 24/7 Customer Service

It’s time to dive into your analytics and reports to see if 24/7 customer service help will benefit your company and customers.

First, do a little check of your company's current position: 

Are you available on all channels? Are you meeting quotas or expected service levels (SLAs)? How many calls are going missed and emails unanswered per day? Are you receiving negative feedback from customers who don't hear from you?

The biggest downfall of the typical 8 a.m. to 5 p.m. structure is that it's very inconvenient for clients who aren't living in your time zone. And if your business has prospects from all around the globe, offering 24/7 client support is vital to having satisfied customers. Another thing you should consider is providing client care in their native language — especially if you have an influx of calls from the same country. 

Another pitfall of the standard working hours is problems usually don't wait for your office to open. They can happen anytime, anywhere ... and some of them could be urgent. 

Expanding your customer service team and offers can help improve sales, increase customer happiness and boost your reputation. When your customers' needs are pointing toward around-the-clock customer service, it's time to start looking for ways to provide that.

4 Ways To Provide 24/7 Customer Service

There is no better time than now to start offering readily available customer service to your prospects and customers. 

Utilize Remote Workers

Even before COVID, work-from-home jobs were becoming more popular. Now that many companies and industries have embraced remote work, it's easy to find remote employees to help expand your customer service team.

You can hire remote workers from all around the globe, which is especially helpful for overnight shifts. Hiring remote workers in foreign countries is the most beneficial way of covering America's overnight hours — that way, the workers will be working in their standard working hours.

Remote teams can also bridge any language gaps you see consistently (i.e. many Spanish callers with no one on the team who speaks Spanish). Offering customer service help in multiple languages (if it makes sense for your business) is a smart choice, and it will make the whole client care experience more personalized. 

Hire an Overnight Team

An in-house overnight team can be costly and risky, but it is still an option. Consider the cost it will take to pay for the whole team, any benefits if they're considered full-time, the expenses to keep lights and electricity on all the time, etc.

The good thing is, you won't need to pay for more desk space or equipment because they can work at daytime employees' desks. If your overnight team is more extensive, you may need to hire a manager or find someone trustworthy. You are leaving them your office in the most vulnerable hours, after all.

If your brand is small and just starting, chances are you probably don’t need an entire overnight team of full-time workers. But if you have many calls that come in overnight or you need additional help with answering emails, this would be beneficial.

Before considering this option, make sure to write down all the risks involved.

Work With an Answering Service

Outsourcing work to a partner, like an answering service or call center, can help you handle your after-hours customer service inquiries. It is usually the most convenient option, as you're handing your business to a professional while not having to pay as much money as you'd spend implementing other solutions.

Answering services can also help with more than just answering phone calls. Many of them can make outgoing calls to help with business development, schedule appointments, send out reminders, answer emails and other secretarial duties. It’s like having an entire team working for you without the risks that in-house employees bring. The answering service will handle your phone lines on nights and weekends so that you don't have to worry about another sales call going unanswered. 

Another perk is if your company has a specific script or verbiage to use while communicating with clients or has a certain "vibe" you'd like to obtain, an answering service will tailor their communication style to your brand.

The cherry on the top is hiring an answering service is significantly less expensive than hiring an in-house or remote team, as they generally charge only the time spent answering your calls.

Implement Automated Systems

Another convenient solution is an automated system. Nowadays, many computerized systems can walk customers through specific steps on the phone — like Southwest Airlines. They give you many options via an automated system so you don't have to wait for a customer service representative. Clients can do things such as check flight status, check rewards and more.

It will also enable you to stay available when customers need you the most, similar to an answering service.

According to 99 firms, 41% of consumers rated live chat as their preferred channel for contacting support teams. That means if you are not available for chat help when customers are shopping or close to purchasing, you're missing almost half of your opportunities for sales. Depending on the nature of your products and services, using live chat could set you up for success.

Start Offering Around-the-Clock Services for Your Customers and Prospects

Knowing what options you have available is crucial to making a knowledgeable decision for your business. When researching solutions more, be sure to keep your budget, location, wants and customer needs in mind. After all, their needs are of utmost importance.

Don't implement remote help in other countries if it's not needed or use an automated chat system if it doesn't get utilized. In most cases, the least expensive and most beneficial option is an answering service. 

If you opt for this solution, you'll be paying inbound calls on a per-minute basis. There are different types of services as well that you can cater to your needs. 

So, how much does it cost to hire a call center? That depends.

For shared calls — where a large team of operators answers the phone — the price range is usually from $0.90/minute to $2.50/minute. If you choose a more dedicated approach, where a smaller group of operators answers the calls from one company on a per-hour basis, the additional price range goes anywhere from $20–$28 or $30–$50 for international calls.

There is A Better Answer for your needs.

Publish Date: July 22, 2021

2023 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.


LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

View more from A Better Answer

Recent Blog Posts:
5 Thoughts You Need To Stop Ignoring When It Comes to Customer ServiceAugust 19, 2021
How To Provide 24/7 Customer Service Without Working Around the ClockJuly 22, 2021
How AI Is Changing the Customer Service SpaceJune 28, 2021
Virtual Assistant vs. Answering Service: Which Is Right for You?June 22, 2021
6 Most Common Call Center Myths DebunkedJune 21, 2021
Live Chat vs. Phone Support: Choosing the Right One for Your BusinessJune 21, 2021
Tips To Help Improve Your Company’s First Call ResolutionMay 30, 2021
The Importance of Stellar Customer Service for E-Commerce BusinessesMay 25, 2021
Growing a Business: Automated Messages vs. Hiring an Answering ServiceMay 21, 2021
5 Benefits of Using an Answering Service for Educational FacilitiesMay 20, 2021

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =