Evening Mobile Customer Chat Support

Evening hours are our busiest, yet our customers can currently reach us only by email. I need a complete solution that covers both sides of the problem:

First, a lightweight mobile chat application (iOS and Android) must be built from scratch. It can be native or hybrid as long as it is stable, secure, and fast. The customer-facing side should allow users to start a live conversation in a couple of taps, share screenshots, and view past transcripts. On the back end I will need an agent console—web based is fine—with basic CRM fields so the support team can see purchase history and notes while replying.

Second, once the app is live, evening customer service coverage is required every day from roughly 6 p.m. to midnight U.S. Eastern. The expectation is real-time, friendly responses that follow our brand tone and resolve common account, billing, and “how-to” questions on the first interaction whenever possible.

Deliverables:
1. Fully functional mobile chat app (Android & iOS) plus agent console
2. Clear hand-off documentation and short training session for our in-house team
3. Live evening support for the first month post-launch, with average response time under two minutes

The tech stack is flexible—Firebase, AWS, or any other proven real-time messaging backend is acceptable as long as it scales and keeps user data encrypted in transit and at rest. Source code, build files, and rights transfer at project close.