24/7 Chat Coverage
24/7 Chat Coverage
Conversations do not stop when your team goes home. GCO can provide 24/7 chat coverage, subject to project staffing requirements: planned around your volume and confirmed with you before go-live.
- Free 7-day pilot
- No setup fee
- No long-term commitment
- Continue after the pilot only if you choose
The business need
Gaps outside office hours
Messages that wait overnight or at weekends cost trust, and extending your own team to night shifts is expensive.
- Customers wait until the next working day
- Weekend and holiday coverage is thin
- Night shifts are hard to hire and manage
- Handovers between shifts lose context
Coverage hours and languages are confirmed per project, based on staffing, before go-live.
What GCO manages
What we run for you
- Shift planning against your volume pattern
- Handover between shifts
- Supervision across all hours
- Escalation path outside business hours
Delivery model
How GCO delivers it
Coverage plan
We map when your conversations arrive and plan shifts to match, rather than assuming every hour needs the same staffing.
Staffing confirmed per project
24/7 is an operational capability. We confirm the staffing for your project before go-live; it is not automatically included for every client.
Supervised round the clock
Team leads supervise across shifts so quality and escalation work the same at 3 a.m. as at 3 p.m.
Operational workflow
How a conversation moves
Volume patterns are mapped and shifts planned
Operators pick up conversations in their shift
Shift handovers carry the context
Supervisors cover every shift and escalate when needed
Capabilities
Capabilities
- Shift-based staffing
- Handover notes and conversation history
- Response timers and reassignment
- Supervision across shifts
- Coverage reporting
Ideal for
- Global or multi-timezone user bases
- Chat-first apps used outside office hours
- Teams that want after-hours and weekend cover without building a night shift
Supervision & QA
Supervised work, with a defined escalation path.
Operations run under team leads who supervise live queues and review conversations against the standards agreed with you. GCO formalises this workflow further as the operation grows; we do not claim a large QA department, certifications or quality statistics.
- Team leads monitor queues, assignments and response timers
- Conversations are reviewed against the agreed guidelines
- Feedback goes back to operators; guidelines are refined with you
- A defined escalation path when a human decision is needed
Escalation
Operator
Handles the conversation and raises an escalation, with a reason and a note, when it cannot be resolved safely alone.
Supervisor / Team Lead
Takes the escalation, reviews the conversation, adds internal notes and resolves it, or escalates further when a client decision is required.
GCO Management / Client Contact
Handles escalations that need a decision from the client, records the decision, and closes the loop with the team.
Escalate when:
- The operator needs a decision
- Client-side approval is needed
- A sensitive or exceptional situation occurs
- The operator cannot safely resolve the conversation
Every escalation is recorded on the platform: who raised it, why, who handled it, each status change and the resolution.
The 7-day pilot
What the pilot looks like
We agree which hours the pilot covers, confirm staffing for them before Day 1, and review how the covered hours performed on Day 7 before planning wider coverage.
- Free 7-day pilot
- No setup fee
- No long-term commitment
- Continue after the pilot only if you choose
Coverage hours and languages are confirmed per project, based on staffing, before go-live.
Industries
Relevant industries
Dating & Social
Chat moderation and user conversations for dating and social platforms: our strongest initial specialisation.
Learn moreE-commerce
Pre- and post-purchase chat support for online stores, in the languages of your customers.
Learn moreApps & Digital Platforms
Chat operations for apps and platforms with user-to-user or user-to-support messaging.
Learn moreFAQ
Questions about this service
Is 24/7 included automatically?
No. 24/7 coverage is available subject to project staffing requirements and is confirmed with you before go-live.
Can we start with part-time coverage?
Yes. Many operations start with the hours that matter most and extend from there.
What about escalations at night?
The same escalation path applies: operator, supervisor or team lead, then GCO management and your client contact when a decision is needed.
Related services
Live Chat / Customer Support
Trained operators answering your customers in real time, in your tone, on your guidelines.
Learn moreMultilingual Chat Operations
Chat operations in English, Italian, French, German, Spanish and Swedish, staffed per project.
Learn moreDedicated / Outsourced Chat Teams
A managed team of operators and supervisors dedicated to your chat operation, scaled as you grow.
Learn moreReady to test GCO with your real workflow?
Start a 7-day pilot and evaluate the operation with your real workflow.
The 7-day pilot is free. No setup fee. No long-term commitment. After the pilot, you decide whether to continue, under agreed commercial terms.