Always-on customer support for businesses by humans

We provide customer support for businesses to reduce response times, resolve tickets, manage crises and delight customers 24/7.

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Clients

Here are some of our clients. We work with large to small clients, in various industries.

Our Services

Onboarding and Setup

We streamline the setup process to get you live with minimal friction. We handle the heavy lifting by auditing your existing materials to build a comprehensive knowledge bank and defining clear processes for you.

Dedicated Human Agents Assisted by AI

Every message is written and reviewed by dedicated human agents who become experts of your business. We leverage AI strictly as a support tool to query our knowledge base and perform quality assurance checks.

24/7 Customer Service

We never sleep, so your brand is never offline. From weekends and bank holidays to late nights, we ensure your customers never face a "closed" sign. We manage all reviews, messages, and comments 365 days a year.

Social Listening

By tracking specific keywords, terms, and competitor activity, we identify potential customers asking questions in your niche. We jump into relevant conversations to boost visibility and turn passive listening into active lead generation.

Crisis Management

We act as your steady hand when things get heated. We identify risks early and handle sensitive situations with tact and care, protecting your brand reputation while keeping your internal team fully informed.

Reporting

We provide complete transparency regarding your community's health. We deliver detailed periodic reports on sentiment, volume, and trends, giving you actionable insights to make data-driven decisions.

Direct Line

Communication is key to a successful partnership. You will have a dedicated channel to your account manager for updates and feedback. We ensure you are always in the loop and urgent matters are addressed immediately.

Spam Detection

We keep your comment sections pristine by clearing out the noise. From crypto bots to unrelated promos, we remove distractions so your legitimate customer interactions stand out.

Complaint Handling

We direct public complaints into private conversations, escalating to your internal team only when necessary. This ensures personalised responses while keeping your public feed positive.

Escalation of Important Messages

We act as an extension of your team, ensuring seamless handoff for critical issues. We route complex queries directly into your existing workflow via Slack, Zendesk, or Salesforce with full context.

Customer Engagement

Fast, helpful and on-brand responses that build trust and satisfaction across every support channel.

Multiplatform Coverage

We meet your customers wherever they are. From Instagram, TikTok, LinkedIn, and X, to Trustpilot and App Store reviews, to Zendesk, Intercom, and Freshdesk—no channel is left unmonitored.

Multilingual Teams & Global Coverage

We go beyond translation to true cultural fluency. Our native-speaking agents understand local idioms, slang, and context, ensuring your brand sounds authentic in every market.

Platforms We Support

We integrate with your existing tools and channels. Don't see what you're looking for? Contact us. We can support you.

Case Studies

Discover how we help businesses level up their customer support.

Mizuno
SERVICES
Customer Support Moderation Reviews Community Management

Mizuno trusted us with customer support, community engagement and review management social channels. A Dedicated team of trained agents is deployed to support fansand maintain brand tone across Mizuno's global social platforms.

Kodak Moments
SERVICES
Customer Support Moderation Reviews Community Management

KODAK MOMENTS is an iconic brand with a remarkable heritage in photography. With the KODAK MOMENTS App, you can print your photos, wherever you are, and pick them up from your nearest store. They asked us to support them with customer support, moderation, reviews and community management.

All Nippon Airways
SERVICES
Community Management

All Nippon Airways (ANA) is one of the flag carriers of Japan Tokyo. ANA chose us for support with its community management across its social channels in South East Asia.

TikTok for Business
SERVICES
Community Management

Since its launch, TikTok has become one of the world's most popular social media platforms, using recommendation algorithms to connect content creators and influencers with new audiences. TikTok For Business team chose us for community management of its South East Asia channel.

Millennium Hotels and Resorts
SERVICES
Customer Support Moderation Reviews Community Management

Millennium Hotels and Resorts is a hotel group that seamlessly blends Asian hospitality with western comfort. It has a unique range of over 120 properties across 70+ destinations. MHR chose us for community management and review management the social channels of its properties.

Pricing

Choose the plan that fits your needs

Starter

From
$399/MO

Benefits:

  • Ideal for small businesses
  • Support on one channel
  • Monthly performance report
Get a Quote
Best Choice

Business Lite

From
$1,299/MO

Benefits:

  • Ideal for mid-sized businesses
  • Support on three channels
  • Dedicated account manager
  • Weekly performance reports
Get a Quote

Enterprise

Custom

Benefits:

  • Unlimited platforms
  • Custom support plan
  • Daily bespoke reporting
Get a Quote

About Us

24/7 Community Management was born from a simple belief: your customers deserve real human connection, not automated responses. We've built a global team of dedicated support professionals who become true extensions of your brand.

From our offices in London and Singapore, we provide round-the-clock coverage across every timezone. Our agents don't just answer questions - they build relationships, protect your reputation, and turn customers into advocates.

Every message is crafted by real people who understand your business. We use AI as a tool to enhance our work, not replace the human touch that makes great customer service memorable.

By the Numbers

100+
Support Agents
98%
CSAT Score
15+
Languages
10+
Years Experience

Our Offices

With offices across two continents, we provide seamless 24/7 coverage for your business.

London

UK & Europe Headquarters

Our London office serves as our European hub, managing operations across the UK and EU timezones. From here, we coordinate with brands in hospitality, sports, and entertainment sectors.

Unit 117, 372 Old Street, London EC1V 9LT

Singapore

Asia-Pacific Operations

Our Singapore presence allows us to cover the Asia-Pacific region, providing native language support and cultural expertise across one of the world's fastest-growing markets.

12 Woodlands Square, Tower 1, #13-83, Singapore 737715

Frequently Asked Questions

Got questions? We've got answers.

Our agents are distributed in North America, Europe, and Asia to provide true 24/7 coverage.

Yes, we offer flexible coverage options including business hours (9-5), extended hours, and full 24/7/365 coverage including weekends and holidays.

We provide full-service support across:
  • Email / Help Desk Tickets
  • Live Chat
  • Phone Support (Inbound/Outbound)
  • Social Media Moderation & DMs
  • Community Management

Yes, we do. Tell us more about your requirements and we'll be able to support you.

Yes, we don't believe in rigid, one-size-fits-all contracts. You can customize your customer support services package by selecting specific channels (e.g., email only), coverage hours (e.g., weekends only), and languages. This ensures you never pay for features or coverage hours you don't actually need.

You will typically see two clear signals: Operational Pain and Strategic Cost. Operationally, you might notice ticket volume growing faster than you can hire, consistent gaps in weekend coverage, or team burnout. Strategically, look at your opportunity cost. If your founders or key leaders are spending valuable time resolving tickets instead of focusing on high-leverage activities like product development or sales, the cost of that distraction suggests it is time to outsource customer support.

Yes, usually significantly so. An internal salary is just the tip of the iceberg. When you factor in recruiting fees, benefits, payroll taxes, laptops, software licenses, and office space, an internal hire actually costs about 1.5x their base salary. Outsourcing customer service flattens all these variable, hidden costs into a single, predictable monthly fee, typically resulting in 30-40% overall savings compared to building an in-house department.

The biggest myth is that customer support outsourcing inevitably leads to a drop in quality compared to an in-house team. In reality, because we are specialists, we often possess more robust QA processes, better training infrastructure, and more experienced management than an internal department that is just starting out. It is not about finding "cheap" labor; it is about accessing specialized talent and operational maturity that would be too expensive or time-consuming to build on your own.

Entering a new market traditionally requires months of recruiting, establishing legal entities, and securing office space. Customer service outsourcing bypasses this entirely because we offer "Instant Infrastructure." Since we already have the agents, technology, and management structures in place, you can turn on support for a new region in weeks rather than months, allowing you to capture market share immediately.

It works on two powerful levels. First, social support is a spectator sport. Your public responses act as a "live demo" of your brand's integrity; prospective customers watch how you treat current ones, and a graceful resolution is often more convincing than a paid ad. Second, it powers your word-of-mouth engine. Exceptional service turns everyday customers into vocal brand advocates who leave 5-star reviews and defend your brand online, effectively becoming your most credible marketing channel.

It drives both. On the front end, it removes friction for new buyers; fast answers to pre-sales questions (like shipping or sizing) clear the path to checkout and provide "social proof" for passive browsers. On the back end, it acts as a revenue defense mechanism. By resolving complaints publicly and quickly, we reduce churn and increase Customer Lifetime Value (LTV), turning potential detractors into loyal advocates.

We provide integrated social media and customer service across all major platforms, including Facebook, Instagram, X (Twitter), LinkedIn, and TikTok, centralizing them into one dashboard.

While they complement each other, the distinction lies in direction and scope. Customer Service is typically reactive and 1-to-1; it waits for a problem to arise and solves it for a specific individual (firefighting). Community Management is proactive and 1-to-Many; it actively seeks out engagement opportunities to spark conversations, moderate public discussions, and shape broad brand sentiment (gardening). We provide both to ensure you are covering your defense (service) and your offense (community).

Our services are built on three core pillars:
  • Moderation: We protect your brand 24/7 by removing spam, hate speech, and trolls to keep your community safe.
  • Engagement: We don't just watch; we proactively spark conversations, reply to comments, and hype up your fans to build loyalty.
  • Listening: We monitor brand sentiment and report back on what your community actually wants from your product.

Absolutely. This "Hybrid Extension" model is one of our most popular setups. We act as your specialized community management company on the front lines, filtering out the noise by handling engagement, moderation, and general FAQs (often 80% of the volume) directly. We then seamlessly escalate the remaining 20%—specifically complex account issues or technical deep-dives—to your internal email team. This keeps your specialists focused on high-value resolution while we ensure your public community is thriving.

Authenticity. Social media users can spot a robotic script from a mile away. The best social media customer service happens when agents ditch the corporate jargon and respond with genuine empathy, a human tone, and even humor when appropriate. We believe that treating every interaction as a conversation rather than a transaction is the key to turning followers into fans.

Absolutely. We can help you build a playbook that defines when to reply publicly, when to move to DMs, and how to maintain your brand voice across social media and customer service interactions.

Social media requires a unique balance of professionalism and personality. If you have an existing brand book or style guide, we integrate it directly into our training. If not, we can build this asset for you. We will audit your current voice and create a comprehensive "Social Media Style Guide" that defines your specific dos and don'ts, ensuring our agents sound exactly like an extension of your brand.

It actually reduces risk. By proactively managing customer service through social media, we address complaints before they spiral, showing your audience that you are responsive and caring.

No, because we can provide access to our own enterprise-level tools. Our agency uses industry-leading community management software to manage multiple clients efficiently. By partnering with us, you often get the benefits of these powerful tools without needing to buy your own expensive seat licenses.

We follow a proven Phased Roadmap to ensure success:
  1. Phase 1: Discovery: We audit your current ticket volume and define clear success metrics.
  2. Phase 2: Documentation: We ingest your existing knowledge base or help you build one from scratch to ensure accuracy.
  3. Phase 3: Selection & Training: We recruit agents who match your specific brand vibe and train them deeply on your product.
  4. Phase 4: Soft Launch: We start by handling a small percentage of your tickets to ensure stability before going full throttle.

This depends on your requirements. Our typical implementation timeline is 2-4 weeks, though we can accommodate expedited launches for urgent needs. The standard process includes knowledge base ingestion, technical setup, agent selection, and training.

Not a problem, we have you covered. We maintain a fully optimized support infrastructure that you can "plug into" immediately, saving you setup time and subscription fees. Alternatively, if you plan to build your own internal asset, we can consult on the best tech stack for your needs (e.g., Zendesk, Gorgias) and handle the implementation for you.

Yes, we can work directly within your tech stack. We are experienced with Zendesk, Intercom, Gorgias, Help Scout, Salesforce, and Slack. No migration is necessary; we simply need seat access.

We start with a "Knowledge Download" phase. We review your internal docs, past tickets, and conduct interview sessions with your product team to build a comprehensive training manual.

We use a multi-tiered QA process:
  • Weekly QA Scorecards: Random ticket audits based on tone, accuracy, and resolution speed.
  • CSAT Monitoring: We track Customer Satisfaction scores in real-time.
  • Regular Calibrations: Regular meetings with your team to review tricky cases and update policies.

We believe customer service skills must be honed constantly. Instead of relying solely on infrequent seminars, we utilise "micro-learning": daily 15-minute coaching sessions and weekly "stand-ups" to review recent interactions. This ensures skills stay sharp and agents can immediately apply new techniques to live tickets.

Yes, absolutely. We believe in realistic preparation. We incorporate real-world scenarios and actual past ticket examples specific to your industry into our training simulations to ensure agents are ready for the exact types of inquiries they will face.

We treat our support team as an extension of your marketing department. We request access to your marketing calendar or campaign briefs in advance. This allows us to brief agents on upcoming promotions, discount codes, and expected FAQs before the campaign goes live, ensuring seamless support that aligns with your ads.

Beyond standard volume, we track specific KPIs to validate your customer service strategy. Key metrics include Average First Response Time (social expects speed), Resolution Rate (how many issues are solved on-platform vs. escalated), Public-to-Private Ratio, and Sentiment Analysis to measure brand perception improvements over time.

You will have access to a live dashboard, plus a weekly executive summary detailing First Response Time (FRT), Resolution Time, Ticket Volume trends, and CSAT scores.

We offer flexible pricing options designed to scale with your specific needs. You can view our detailed packages on our Pricing section. For a custom quote or more information, please contact us directly.

We believe in earning your business every month. Our standard contracts are month-to-month with a 30-day notice period for cancellation.