Deliver consistently great support despite product launches, product hiccups, staff turnover and holiday spikes. Our trained teams can handle at least 3x normal volume with no extra charges.
All new clients start their account with two to four weeks of free training. During this free trial and training period, we train up the necessary agents and manager to handle your allotted workload in addition to increased workload. As we learn about your business and processes, we then continue to train new and existing agents to handle burst coverage.
We have expert agents and managers for all types of issues. We have experts in basic issues like sign in issues and shipping lookups, and we have experts in handling more complex issues like product troubleshooting, payment problems, order fulfillment or replacement orders. To handle bursts properly, we need to have trained agents standing by for all types of expected conversations.
Having worked with many clients, we’ve seen all clients struggle with expected and unexpected ticket bursts. The most common reasons for overages are product launches, product outages, team holidays, sick leave and unexpected negative media coverage.
Our teams work 24/7 and through all major holidays and weekends including Christmas, Easter, Thanksgiving, and Black Friday. We also capacity plan for future bursts based on client needs and historical averages.
Paying for teams to stand ready for bursts can get expensive. With our pay per resolution strategy, you only pay for what you use.
We have agents in both Eastern and Pacific time zones so that your customers are looked after 24/7.
Your dedicated agents can do it all and offer support channels that best connect your customers
You will have a dedicated account manager that works with your team of agents to assist you and your customers making sure your support channels are covered.
Our agents spend 1-2 weeks training on your product or services and work with your dedicated Account Manager to improve customer response. Our agents receive continuing training on your products and services.
Your dedicated team is just for you! You will have a team that turns your customer support into their customer support. Your team will learn all about your product/service and make sure your customer have the best support interaction.
Your dedicated Account Manager works with you to understand your customer’s needs and builds your support network.
We can also help with integrations and other services that you may need – let us know how we can help.
$3.00 or less per resolution
We charge you per overall resolution. Not per every customer interaction.
