Services
High-quality support for brands that want a partner in the tickets.
Our goal is simple: reduce ticket volume, improve customer sentiment, stop the refund leak, and give your team one consistent way of working.
Staffing
Dedicated support teams
Trained agents who know your products, policies and voice. We handle hiring, training, QA and day-to-day management, so you get consistent support without building a team from scratch.
- Structured training with practice tickets and check-ins before going live
- Ongoing QA on every agent
- Email, chat, phone, marketplace messages, social DMs and ad comments
- Flexible staffing that moves with your peak and slow seasons
- Staffing projections available as an add-on, so you know when to add agents and when to pull back
Systems
Tracking and processes
We build or improve the tracking and processes behind your support, so patterns show up early and every agent handles things the same way.
- Contact reason and root-cause tagging on every ticket
- Macros, automation rules and clear playbooks
- Refund and replacement tracking to find what's fixable
Platform
Helpdesk and FAQ builds
A full helpdesk setup and FAQ or help center build, or a transition from your current platform without losing history or momentum.
We work with Shopify brands. Gorgias is our favorite helpdesk, but we're comfortable in most helpdesks and tools, including apps like Redo and Stay.ai.
- Helpdesk selection and setup
- Help center content that answers common questions before they become tickets
- Migration from another platform
Automation
AI agent training and management
An AI agent can take a large share of your conversations, but only with someone managing it. We train it, review its conversations like we would a human agent's, and keep coaching it.
- Setup for common, repeatable questions
- Conversation review and QA
- Ongoing tuning as your policies and products change
Insight
Data-backed reporting
Data-backed reports on what is and isn't working, so your fulfillment and product teams know where to act.
- Contact rate and top contact reasons
- Customer sentiment and outcomes
- Product fault and fulfillment trends
Pricing
Scoped to your needs.
Every brand's volume and goals are different, so the next step is an audit. We look at your data and scope the engagement from there, so you pay for what you actually need.
Shorter projects run on a project contract. Staffing is month to month.
Tell us about your support to set up your audit.
FAQ
Common questions.
How do we get started, and how long does it take?
We start with an audit, which takes about two weeks. For that we need access to your helpdesk and the tools around it, like your subscription management and loyalty apps, plus any existing SOPs and FAQs. We review your common ticket types, how they get resolved and your response time targets, then suggest what to build out. Your go-live date depends on what we find and the service you need.
What hours and channels do you cover?
We staff to your needs. We can cover any time zone, and weekend support is available. We handle email, chat, phone and marketplace messages, and we can also handle social DMs and ad comments.
Is there a minimum team size, and can it change?
There is no minimum. We staff to what you need, and we can add or reduce agents with two weeks' notice, including around your peak and slow seasons. Staffing projections based on your ticket volume are available as an add-on, so you know when to add agents and when to pull back.
Will my agents work on other brands?
Full-time agents work only on your brand. A part-time agent may spend their other hours on a different account, but you get the same person every day. They know your brand, and your customers get consistent support.
How do you check quality?
We review a sample of every agent's tickets each week. We also set clear KPIs for first response time, CSAT and tickets per hour, so we know time is being used well.
What reporting do I get?
A weekly recap with your team's stats and a simple read on what your inbox is showing: your top contact reasons, total tickets, and how that compares with sales. For example, if tickets are up 10% in a week when sales are up 23%, the recap will tell you the rise is in line with growth. Deeper analysis, like a detailed report on a product quality issue, is available as a separate project.
How do you handle logins and customer data?
Every agent has their own login, protected with two-step sign-in and only accessed through agency email accounts. Every agent signs a confidentiality agreement, and we remove access right away when an agent leaves.
Find out what your tickets are telling you.
Tell us about your support today. We'll look at your volume, your top contact reasons and where refunds are going, then suggest where to start.
Contact us