email, chat & social media messages BURST
COVERAGE
+

GREAT BRANDS ARE BUILT

ON HAPPY CUSTOMERS

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.

How it works:

Free training upfront

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.

 

Get ready for ticket bursts of all types

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.

 

Ticket bursts happen for many reasons

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.

 

Allow your agents and managers to go on holiday whenever they want

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.

 

Avoid overcapacity and overpaying

Paying for teams to stand ready for bursts can get expensive. With our pay per resolution strategy, you only pay for what you use. 

YOUR CUSTOMERS GET FAST RESOLUTIONS.
YOUR SUPPORT TEAM GETS THE HELP THEY NEED.

WE THINK THAT'S A WIN WIN!

  • 24x7 Monitoring

    24/7 monitoring, 365 days/year. We’re here to make sure your customers get the best customer support possible

    We have agents in both Eastern and Pacific time zones so that your customers are looked after 24/7.

  • Full Support

    Full customer support agents are great for support services like: email, ticket support, live chat, order processing.

    Your dedicated agents can do it all and offer support channels that best connect your customers

  • Account Manager

    An account manager is at your leisure. They are your point of contact to make sure things are on track.

    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.

  • Agent Training

    Our agents receive 1-2 weeks special training in your product, business, or service so they can provide top notch support.

    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.

  • Dedicated Team

    Get Dedicated customer support who work on your business only managing all customer support 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.

  • Specialiaztion

    We can help with all aspects of support - we are here for your customers and YOU!

    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.

OUR PRICE STRUCTURE IS SIMPLE

$3.00 or less per resolution

We charge you per overall resolution. Not per every customer interaction.

  • No hidden fees
  • No long-term contracts
  • No implementation fees
  • No integration costs
  • No training costs

EASY INTEGRATION WITH THE APPS AND SERVICES YOU ALREADY USE

olark

CUSTOMER SERVICE TO HELP YOU GROW

Your customers are in good hands. We have a team of professional, upbeat, friendly customer service experts ready to impress your customers!