Managed customer support
Your queues, answered properly.
We take the inbound work off your team and run it to a standard you set: your tone, your policies, your escalation rules, and a response time written into the contract rather than promised in a meeting.
Who it is for
Companies where support has outgrown the founder's phone but does not yet justify a full in-house team — and companies with a team that is drowning in tier-one volume it should not be handling.
What is included
- A named account lead who knows your business, not a rotating queue
- Agents trained on your product, your policies and your refund rules
- A knowledge base we build during onboarding and keep current as you change
- Tone-of-voice calibration, signed off by you before anything goes to a customer
- An escalation matrix so the hard cases reach the right person at your end fast
- Quality-assurance scoring on a sample of replies every week
- Coverage outside your office hours, including weekends, where the contract calls for it
Channels covered
We cover what your customers already use. Anything not on this list, ask — if we cannot run it well we will say so.
- Phone, inbound and callback
- WhatsApp Business
- Email and shared inboxes
- Live chat on your site or app
- Instagram, Facebook and X direct messages
- App store and marketplace message threads
- Additional platforms on request, where we can run them well
Example service levels
These are service targets, not historical performance. Targets are set for each engagement against channel, priority, coverage requirements and your own SLAs, then written into the contract.
| Measure | Standard cover | Extended cover |
|---|---|---|
| Live chat first response | Within 1 minute | Within 1 minute |
| Priority or urgent support | Within 1 hour | Within 1 hour |
| Standard email and tickets | Within 4 business hours | Within 4 business hours |
| Customer satisfaction | 90%+ CSAT | 90%+ CSAT |
| Coverage window | 9:00am–5:00pm IST (UTC+5:30) | 24/7 |
What you provide
- Access to your helpdesk, or we set one up
- Product and policy documentation, however rough
- One person who can answer our questions in the first month
- Sign-off on the tone-of-voice guide and escalation matrix
- A decision on refund and goodwill limits our agents can use without asking
What your reporting looks like
- Weekly: volume by channel, first response and resolution times, SLA breaches with reasons
- Monthly: CSAT with the verbatim comments, QA scores, the five issues driving most contacts
- Quarterly: what changed, what it cost you, and what we recommend fixing at source
A sample dashboard using demo data is available on request. It shows the layout and the measures, not any client's numbers.
Questions we get asked
Will customers know they are talking to an outsourced team?
What happens to quality when volume spikes?
Can we start with one channel?
How quickly can agents go live?
Do you handle payment or card data?
Send us your queue and we will scope it.
Tell us your volumes, your channels and your worst month. You get a written proposal with scope, service levels and price inside two working days.
English and Spanish on every account
Extended 24/7 coverage available
Service targets written into the contract