How this actually runs.
No mystery, no discovery phase that never ends. Here is the sequence, what you have to do at each stage, and what you get out of it.
The onboarding sequence
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Audit
We read three months of your tickets and every review on every platform. You get a written read: contact volume by channel and reason, current response times, the complaints that repeat, and what the unanswered ones are costing. This happens before you commit to anything.
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Knowledge base
We turn your policies, product details, edge cases and refund rules into something an agent can work from at speed. Most clients discover during this step that several of their policies contradict each other. We list those and you decide.
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Tone of voice
We write the voice guide from your existing customer communication, then draft twenty real replies against it — including the awkward ones. You approve, edit or reject each. Nothing reaches a customer in your name before you have signed this off.
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Escalation matrix
We agree what an agent may resolve alone, what needs your approval, and what goes straight to a named person at your end. Refund limits, goodwill limits, legal threats, press enquiries and safety issues each get a defined route and a defined clock.
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Launch on one channel
Agents go live on your highest-volume channel against the agreed service levels, with your team watching. We hold it for a full reporting cycle before widening.
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Widen and report
Channels are added as quality scores hold. From here the engagement runs on a fixed reporting cadence, and the audit repeats annually so nobody drifts.
Onboarding timelines are tailored to each engagement based on project scope, team requirements, integrations, training and operational complexity. You get a dated plan with your proposal rather than a number we would have to caveat.
Quality, checked
A support vendor grading its own homework is worth nothing unless the grades are published. Ours are.
- A sample of every agent's replies is scored weekly against a rubric you can read: accuracy, tone, resolution, and whether the customer actually had to ask twice.
- Scores go in your monthly report by agent cohort, including the low ones.
- Agents below the threshold come off your account and go back through training.
- You can request the raw scored samples at any time.
- You can score our replies yourself and we will reconcile against your view.
Reporting cadence
| When | What you get | Who reads it |
|---|---|---|
| Weekly | Operating pack: volume by channel, response and resolution times, SLA breaches with reasons, anything escalated and still open | Your ops or CX lead |
| Monthly | CSAT with verbatim comments, QA scores, review and rating movement, the five issues driving most contacts | Head of CX or marketing |
| Quarterly | Business review: what changed, what it cost, retention and rating trends, and what we recommend fixing upstream | Founder, COO or CFO |
| Annually | Full re-audit against the original baseline | Leadership |
| On breach | Notification the same day, with cause and corrective action, whether or not you noticed | Your named contact |
Start with the audit.
It is the only step that has to come first, and it is the one that tells you whether the rest is worth doing.
English and Spanish on every account
Extended 24/7 coverage available
Service targets written into the contract