Support that answers fast, sounds like you and always has a person behind it.
Voice, chat, email and WhatsApp support in your brand's voice, with AI on the routine questions and people on everything else.
We run your voice, chat, email, WhatsApp and technical support in your brand's voice, working inside your own help desk. AI answers routine questions around the clock, routes tickets, drafts replies and scores every call, so simple contacts are resolved quickly. A named team owns the outcome: people handle escalations, complaints and complex cases, keep your knowledge base current, and make sure customers can always reach a person.
What an engagement covers
A typical scope for this service. Exact scope is agreed in writing before work starts.
Inbound voice support: calls answered by trained agents in your brand's voice, during your business hours or around the clock, with clear call handling and hand-over rules
Live chat and email support, with AI answering routine questions from your knowledge base and drafting replies that an agent reviews, edits and sends
WhatsApp and social messaging handled in the same queue as everything else, so a customer gets one consistent answer whichever channel they pick
Technical support at level 1 and level 2: first-line troubleshooting from your guides, then deeper checks and clear escalation to your engineers when a case needs them
Order, returns and refund queries: status and policy questions answered quickly, with returns and refund requests handled by a trained person under your rules
Customer onboarding: welcome messages, set-up help and early check-ins that get new customers using your product or service with fewer first-week questions
Complaints and escalations owned by trained team members, with a clear hand-over to your product, billing or account teams and a second person checking replies before they go out
Call quality monitoring: quality scoring on every call against your rubric, sampled and reviewed by people, plus reporting on contact drivers and recurring issues
AI does the routine. People own the outcome.
Where AI tooling helps, it takes the repetitive volume; a named team handles everything that needs judgment.
AI does
Answers routine questions 24/7, tags and routes tickets, drafts replies, scores every call for quality
Our team does
Escalations, complaints and complex cases; keeps your knowledge base current
You track
First response time, resolution rate, CSAT
AI-handled routine work is sampled and reviewed by our team. Anything sensitive, or with external consequences, goes to a person and is second-checked. How we use AI
What you receive
A trained support team and AI assistant working in your help desk, covering the channels and hours you agreed
A written playbook: tone of voice, approved answers, level 1 and level 2 boundaries, escalation paths and complaint rules
A current knowledge base and reply library, kept up to date by the team
A customer onboarding sequence for new sign-ups, with the messages and check-ins written and agreed with you
Quality scores on every call, with sampled review notes and calibration records
A live dashboard and weekly report covering volumes, response times, AI versus team resolution, satisfaction and backlog, plus a monthly review of contact drivers
How the service is measured
Service levels are agreed per engagement. These are the measures we typically commit to.
First response time on each channel, voice, chat, email and messaging
Resolution rate, including how much is resolved by AI and how much by the team
Customer satisfaction, where you collect it
Call quality scores against your rubric, including the sampled review of AI replies
Backlog and escalation handling: how long cases wait and whether they reach the right person first time
The software we work in
We work inside the platforms you already use, under your access policy. Support for a specific tool is confirmed when we scope your engagement.
- Zendesk
- Freshdesk
- Zoho Desk
- Intercom
- WhatsApp Business
Product names belong to their owners; no endorsement is implied.
Setting up customer support & contact center
- Day 1
Discovery call
A short call to understand your channels, contact volumes, tone of voice, working hours and the questions your customers ask most often.
- Within days
Tailored proposal
A written proposal covering the channels and hours, how work divides between AI and the team, team size, the tools we will work in, and a clear monthly figure with what it includes.
- Week 1
Set-up in your tools
Access is set up in your help desk, WhatsApp Business account and phone system under your policy. We review your knowledge base, limit AI answers to the routine topics you approve, and write down the escalation, refund and complaint rules.
- Week 2
Onboarding and parallel run
The team and the AI work live contacts alongside your own people. Replies are compared, gaps in the knowledge base are fixed, and nothing goes live until you have signed it off.
- From month 1
Go-live and review
Your support runs with us on the agreed channels and hours. You get a weekly report and a monthly review, and the team uses real conversations to improve the AI's answers and your knowledge base.
Common questions about customer support & contact center
AI handles routine, low-risk questions inside rules agreed with you, routes tickets, drafts replies and scores calls. Its work is sampled and reviewed by the team. Complaints, refunds, exceptions and anything sensitive go to a trained person, and a second person checks anything with external consequences before it leaves. Your customers can always reach a human; AI is never the only way to get an answer.