Service
Support coverage across email, chat, and phone without the in-house hiring cycle
Support volume rarely grows in a straight line — it spikes around launches, campaigns, and renewals. We provide outsourced customer support across email, live chat, and phone, staffed by agents trained on your product and documentation, so ticket volume gets handled on a consistent SLA instead of piling up during busy periods.
Business problems this solves
- Support ticket backlog grows during launches or seasonal peaks
- Response times are inconsistent because support is handled by whoever has time
- There's no coverage outside standard business hours
- Support knowledge lives in one or two people's heads instead of a documented process
Core deliverables
- A trained support team covering email, live chat, and/or phone
- Documented response guidelines and escalation rules built from your existing knowledge base
- Agreed response-time and resolution SLAs with regular reporting against them
- A structured handoff process for issues that need your internal team
Key features
Tools & platforms we use
Our process for this service
Audit your existing support process
We review current tickets, response patterns, and documentation to understand what's actually being asked and answered.
Build the knowledge base and playbooks
Response guidelines are documented from your existing answers, not written from scratch by someone unfamiliar with your product.
Onboard and shadow
Agents shadow live tickets before handling them independently, with your team reviewing early responses.
Report against SLAs
Response time, resolution time, and ticket volume are tracked and reviewed on a regular cadence.
Benefits
- Consistent response times instead of support quality that depends on who's available
- Support coverage that extends beyond standard business hours
- A documented process that doesn't depend on one or two people's memory
- Recurring issues surfaced back to your product team through structured reporting
Frequently asked questions
Agents are trained on your documentation and shadow real tickets before handling them independently — this isn't a generic script-reading service.
Ready to talk through your customer support outsourcing needs?
Tell us about your requirements and we’ll follow up within one business day with next steps.