For Scale-ups
The Situation
Your customers don't sleep. They're spread across time zones, and when something breaks at 2 AM their time, they expect help. But your support team clocks out at 6 PM, and by the time they're back online, frustrated customers have already fired off angry emails, left bad reviews, or worse, started looking at competitors.
For scale-ups with global customers, the math is brutal: either you burn out your existing team with overnight shifts, pay premium rates for local night coverage, or you watch your NPS scores slowly decline.
How SoTalented Helps
We build you a dedicated support team in India that covers your off-hours, creating true round-the-clock coverage without the premium costs. Your India team works during their regular business day, which happens to be your night. They integrate with your existing tools, follow your playbooks, and escalate to your local team when needed.
This isn't a call center. It's an extension of your team that handles real issues, maintains your brand voice, and keeps customers happy while you sleep.
Tasks They Handle
Your 24/7 coverage team does more than answer tickets. Here's what they take on during off-hours:
Tier-1 and Tier-2 ticket resolution
Live chat support for website visitors
Urgent issue triage and escalation
Order status inquiries and updates
Account access and password resets
Bug documentation and developer handoffs
Customer onboarding assistance
Proactive outreach for at-risk accounts
Knowledge base updates based on common issues
Why SoTalented
Building reliable overnight coverage requires more than just hiring people in a different time zone. Here's what makes SoTalented different:
Works from a Grade A office - Your team operates from a professional environment with backup power, enterprise internet, and proper security, not home setups that go offline
One invoice, one partner - We handle recruitment, payroll, benefits, and management so you're not juggling another vendor relationship
Scale up or down with 30-day notice - Seasonal spikes? Product launches? Add capacity when you need it, scale back when you don't
The Result
Scale-ups that implement 24/7 coverage with SoTalented typically see:
Response times under 2 hours, any time zone - No more "we'll get back to you tomorrow"
40-60% cost savings - Compared to hiring local overnight staff or premium outsourcing
Higher NPS scores - Customers notice when help is always available
Reduced churn - Issues get resolved before frustration builds
Use our ROI calculator to model your potential savings.
Roles Involved
Depending on your volume and complexity, we can staff:
Customer Support Lead - Manages the India team, handles escalations, maintains quality
Support Agents - Front-line ticket and chat resolution
Technical Support Specialist - For products requiring deeper technical knowledge
Customer Success Rep - Proactive outreach and retention focus
Pricing
Starting from $1,800/month per person, all-inclusive.
Most scale-ups start with a 3-5 person team to cover overnight hours effectively. Volume discounts apply: 10% off for 5+ team members, 15% off for 10+. See full pricing details.
Is This Right for You?
This use case is ideal for:
Scale-ups with customers in multiple time zones expecting fast responses
SaaS companies where uptime and support availability directly impact retention
E-commerce businesses with international customers shopping around the clock
Not sure how we stack up against other options? Check our comparison page or see everything that's included in our service.
Ready to Support Customers Around the Clock?
Stop losing customers to slow response times. Book a demo and we'll show you how to have 24/7 coverage running within weeks.
