We answer your customers, on every channel
Voice, chat, email, WhatsApp and social — in your tools, in your tone of voice, against a response time you set. You keep the customer relationship; we keep the queue empty.
- Target first response on live channels
- < 60s
- Follow-the-sun coverage from day one
- 24/7
- From signed scope to first live shift
- 2 wks
What the team actually does
Omnichannel queue management
One team across voice, chat, email, WhatsApp Business and social DMs — with routing rules that put the right conversation in front of the right skill group instead of the next free agent.
Tiered resolution
Tier 1 handles the 70% that is answerable from a knowledge base. Tier 2 owns the exceptions, refunds and edge cases. Anything past that reaches your team with a written diagnosis attached, not a forwarded ticket.
Knowledge base that compounds
Every novel resolution becomes an article the same week. Deflection climbs quarter over quarter instead of headcount, and your customers start self-serving the boring half.
Quality assurance, sampled and scored
A QA analyst reviews a fixed sample of contacts per agent per week against a rubric you approve — accuracy, tone, compliance, resolution. Scores are visible to you, not just to us.
Voice of the customer
Tags roll up into a monthly report on what customers actually contacted you about. Support becomes a product signal instead of a cost line.
Surge and seasonality
Ramp plans written before you need them. Sale weeks, launch weeks and outage days are staffed from a trained bench, not scrambled for.
What is included
- Dedicated agents and a named team lead
- Shift rosters, staffing plan and coverage calendar
- Routing, macros and SLA configuration in your helpdesk
- Weekly QA sampling with scored transcripts
- Knowledge-base authoring and upkeep
- Monthly business review with trend analysis
Channels
- Inbound voice
- Outbound callback
- Live chat
- WhatsApp Business
- Social DMs
- App store reviews
Tools we work in
- Zendesk
- Freshdesk
- Intercom
- HubSpot Service
- Salesforce Service Cloud
- Gorgias
- Zoho Desk
Your instance, your data, named accounts. If your stack is not listed, we learn it — the tool is rarely the hard part.
Service-level targets
| Metric | Target |
|---|---|
| First response time — chat | < 60 seconds |
| First response time — email | < 2 hours |
| First contact resolution | ≥ 75% |
| CSAT | ≥ 4.6 / 5 |
| QA score | ≥ 92% |
| SLA adherence | ≥ 98% |
Targets, not guarantees. Your current performance is measured in week one and the agreed target is written into your contract.
Questions about this service
If yours is not here, email us. A person answers, usually the same day.
Yours. We work in your Zendesk, Freshdesk, Intercom or Salesforce instance under named accounts, so every conversation, macro and report stays in your system. If you ever end the engagement, nothing has to be migrated back.
Two weeks is typical for a single-channel desk with an existing knowledge base. Four to six weeks is realistic for 24/7 multichannel coverage with a new product to learn, because training and shadowing are not compressible without hurting quality.
It escalates with a written diagnosis: what the customer reported, what was reproduced, what was ruled out and which account or order it affects. Your engineers get a triaged issue, not a forwarded email.
Let's talk about customer support
Half an hour to walk through the job, then a written scope with volumes, targets and a price. Yours whether or not we work together.