Are your after-hour support calls answered by a voicemail system?
Do urgent support emails sleep in your mailbox overnight?
Are you struggling to support your customers during after-hours?
If yes, then you are losing out on business. Users calling during after hours have critical issues that need immediate assistance. If you are unable to resolve them in time, you run the risk of losing your client.
We help your business stay open, day or night, 24/7, 365 days a year.
When your in-house support staff leaves the office,.
We triage & SLA & a delightful customer service experience. We welcome using your help desk application & internal support tools., in your help desk system & . We guarantee 100% response to calls, emails, alerts & tickets, backed by an
Helping you retain existing clients, win new ones & scale faster!!
We Answer Calls When You Can't
Did you know that over 72% of after hours calls can generate significant revenue for your business & decide “client retention”? If you are not available, you are certainly losing revenue.
Our after-hours call center service is affordable for all types of businesses. Our experienced support agents are available overnight and around the clock over the weekends to assist your customers and deliver a prompt resolution to tier-1 issues.
We understand that you use specific platforms & applications like CRM, Helpdesk Tickets, Billing, Orders & Tracking, Custom scripts, AWS, Azure, etc. We have worked with all popular applications & we are happy to work within your environment. You need not worry about moving away from your favorite applications.
After Hours Support Coverage
5:00 PM to 10:00 AM next day
– Customized plans are available as per your requirement. Contact us for details.
– 24 Hours coverage available on holidays of your choice.
Comprehensive After-Hours Help Desk Services
Let your internal staff continue to manage customer support and help desk services during the day. Our after-hours help desk team will respond to your customers’ calls & emails between 5:00 PM & 10:00 AM during weekdays & 24 hours on weekends. Your customers enjoy immediate assistance during after-hours and your in-house teams get a to the office.
At 31West, we encourage you to train us on issues specific to your business to ensure high FCR (first contact resolution). Our after-hours help desk solution is engineered to provide the best in class after-hours technical support.
Our services cover a wide range of use cases or requirements across multiple industry verticals. Our highly trained and certified teams of support specialists are available overnight & around the clock on weekends. Our popular services include:
Stay Open 24/7 Without Working Overnight & Weekends
To stay ahead of the competition and increase customer satisfaction, businesses must offer live support outside of regular business hours. The question is, how can you offer support, be it day or night, without hiring additional employees or breaking your bank? We are here to help you!
We offer after-hours support on weekdays, 24 hours support on weekends and holidays. We guarantee. We ensure no calls, tickets, or notifications are ever missed.
- ✓ After-hours Emergency Response
- ✓ After-hours IT Support & Tech Support
- ✓ Network Monitoring (NOC Monitoring)
- ✓ Windows Active Directory User Management
- ✓ After-hours Help Desk
- ✓ After-hours Outsourced Support Desk
- ✓ After-hours on Call Service
- ✓ Vacation Rentals / Hotel Guest Assistance
- ✓ Support for Manufacturing Industry
- ✓ Alerts & Notification Response
- ✓ Triage, Ticket Logging & Escalation
After-Hours Support Service backed by Guaranteed SLA
Under 5 Rings
Phone Response Time
Under 15 Mins
Email Response Time
Under 5 Mins
Notification Response Time
- ✓ Log new tickets & update existing tickets
- ✓ Resolve Level-1 / Tier-1 issues
- ✓ Assign incoming tickets to appropriate teams
- ✓ Triage & gather data for escalation to tier-2 team
- ✓ Escalate P1 / Sev-1 issues via phone calls
- ✓ Follow weekly roster to call on-call engineers
- ✓ Escalation matrix of on-call engineers
- ✓ Monitor & respond to notifications & alerts
- ✓ Respond within SLA time window
- ✓ Comprehensive Level-1 / Tier-1 support
- ✓ Significant cost saving. Visible RoI
- ✓ No time-bound contracts
- ✓ Least-effort transitioning
- ✓ Go-Live in 1 week
- ✓ Multiple Support Channels: Phone, Email, Chat
- ✓ Custom trained agents
- ✓ Bring your help desk & other tools
- ✓ Win new business that require 24/7 availability
- ✓ Higher employee retention
- ✓ No more sleepless nights
- ✓ Enjoy your weekends
- ✓ 100% White label service
Bring Your Own CRM Application & Other Tools
We understand you have specific tools which you use for business functions like CRM, Helpdesk Management, Ticket Management, Billing, Shipment & Returns, Admin Panels, Server Consoles, Custom scripts, etc. With 31West, a leader in after-hours call services, you need not worry about having to move away from these tools. Our after-hours IT support & after-hours service desk agents have experience with these popular applications and we can learn new ones in a jiffy. For seamless workflow, we will use the same applications as your in-house reps eliminating any duplication of work or being out of sync.
After-Hours Call Center Services - Key Differentiator
Here are 5 tips to select the best service provider for your business:
- Omni Channel Support:
Phone, Chat, Email, Social Media, Notifications, Alerts.
- White-labeled Services
Answer calls and email in your brand’s name. just like your in-house team
- True After-hours Coverage:
Should offer coverage when your team is not in office — after-hours on weekdays & 24 hours on weekends.
- Use Your Internal Applications & Tool
Should be familiar with (or ready to learn) your current helpdesk system and other internal tools.
- SLA Compliance
Should be able to comply & meet the SLA you have with your clients.
You Deserve Peaceful Sleep & Fun Weekends
31West helps your business stay open 24 hours a day, 365 days a year. Our support team works after-hours on weekdays & 24 hours on weekends. We manage phone, email & chat support. We also respond to notifications and escalate critical issues to your on-duty technician.
Enjoy a peaceful sleep knowing that our after-hours support team is there to take care of your customers overnight and during the weekend. Don’t get disturbed by client calls for issues that are not critical. Our team of IT engineers are trained to resolve tier-1 issues immediately. They triage & escalate only critical ones and log a ticket for the ones which can wait for the following business day.