Always-on customer support for businesses by humans

You will typically see two clear signals: Operational Pain and Strategic Cost. Operationally, you might notice ticket volume growing faster than you can hire, consistent gaps in weekend coverage, or team burnout. Strategically, look at your opportunity cost. If your founders or key leaders are spending valuable time resolving tickets instead of focusing on high-leverage activities like product development or sales, the cost of that distraction suggests it is time to outsource customer support.

Yes, usually significantly so. An internal salary is just the tip of the iceberg. When you factor in recruiting fees, benefits, payroll taxes, laptops, software licenses, and office space, an internal hire actually costs about 1.5x their base salary. Outsourcing customer service flattens all these variable, hidden costs into a single, predictable monthly fee, typically resulting in 30-40% overall savings compared to building an in-house department.

The biggest myth is that customer support outsourcing inevitably leads to a drop in quality compared to an in-house team. In reality, because we are specialists, we often possess more robust QA processes, better training infrastructure, and more experienced management than an internal department that is just starting out. It is not about finding "cheap" labor; it is about accessing specialized talent and operational maturity that would be too expensive or time-consuming to build on your own.

Entering a new market traditionally requires months of recruiting, establishing legal entities, and securing office space. Customer service outsourcing bypasses this entirely because we offer "Instant Infrastructure." Since we already have the agents, technology, and management structures in place, you can turn on support for a new region in weeks rather than months, allowing you to capture market share immediately.

It works on two powerful levels. First, social support is a spectator sport. Your public responses act as a "live demo" of your brand's integrity; prospective customers watch how you treat current ones, and a graceful resolution is often more convincing than a paid ad. Second, it powers your word-of-mouth engine. Exceptional service turns everyday customers into vocal brand advocates who leave 5-star reviews and defend your brand online, effectively becoming your most credible marketing channel.

It drives both. On the front end, it removes friction for new buyers; fast answers to pre-sales questions (like shipping or sizing) clear the path to checkout and provide "social proof" for passive browsers. On the back end, it acts as a revenue defense mechanism. By resolving complaints publicly and quickly, we reduce churn and increase Customer Lifetime Value (LTV), turning potential detractors into loyal advocates.

We provide integrated social media and customer service across all major platforms, including Facebook, Instagram, X (Twitter), LinkedIn, and TikTok, centralizing them into one dashboard.

While they complement each other, the distinction lies in direction and scope. Customer Service is typically reactive and 1-to-1; it waits for a problem to arise and solves it for a specific individual (firefighting). Community Management is proactive and 1-to-Many; it actively seeks out engagement opportunities to spark conversations, moderate public discussions, and shape broad brand sentiment (gardening). We provide both to ensure you are covering your defense (service) and your offense (community).

Our services are built on three core pillars:

• Moderation: We protect your brand 24/7 by removing spam, hate speech, and trolls to keep your community safe.
• Engagement: We don't just watch; we proactively spark conversations, reply to comments, and hype up your fans to build loyalty.
• Listening: We monitor brand sentiment and report back on what your community actually wants from your product.

Absolutely. This "Hybrid Extension" model is one of our most popular setups. We act as your specialized community management company on the front lines, filtering out the noise by handling engagement, moderation, and general FAQs (often 80% of the volume) directly. We then seamlessly escalate the remaining 20%—specifically complex account issues or technical deep-dives—to your internal email team. This keeps your specialists focused on high-value resolution while we ensure your public community is thriving.

Authenticity. Social media users can spot a robotic script from a mile away. The best social media customer service happens when agents ditch the corporate jargon and respond with genuine empathy, a human tone, and even humor when appropriate. We believe that treating every interaction as a conversation rather than a transaction is the key to turning followers into fans.

Absolutely. We can help you build a playbook that defines when to reply publicly, when to move to DMs, and how to maintain your brand voice across social media and customer service interactions.

Social media requires a unique balance of professionalism and personality. If you have an existing brand book or style guide, we integrate it directly into our training. If not, we can build this asset for you. We will audit your current voice and create a comprehensive "Social Media Style Guide" that defines your specific dos and don'ts, ensuring our agents sound exactly like an extension of your brand.

It actually reduces risk. By proactively managing customer service through social media, we address complaints before they spiral, showing your audience that you are responsive and caring.

No, because we can provide access to our own enterprise-level tools. Our agency uses industry-leading community management software to manage multiple clients efficiently. By partnering with us, you often get the benefits of these powerful tools without needing to buy your own expensive seat licenses.

We follow a proven Phased Roadmap to ensure success:

1. Phase 1: Discovery: We audit your current ticket volume and define clear success metrics.
2. Phase 2: Documentation: We ingest your existing knowledge base or help you build one from scratch to ensure accuracy.
3. Phase 3: Selection & Training: We recruit agents who match your specific brand vibe and train them deeply on your product.
4. Phase 4: Soft Launch: We start by handling a small percentage of your tickets to ensure stability before going full throttle.

This depends on your requirements. Our typical implementation timeline is 2-4 weeks, though we can accommodate expedited launches for urgent needs. The standard process includes knowledge base ingestion, technical setup, agent selection, and training.

Not a problem, we have you covered. We maintain a fully optimized support infrastructure that you can "plug into" immediately, saving you setup time and subscription fees. Alternatively, if you plan to build your own internal asset, we can consult on the best tech stack for your needs (e.g., Zendesk, Gorgias) and handle the implementation for you.

Yes, we can work directly within your tech stack. We are experienced with Zendesk, Intercom, Gorgias, Help Scout, Salesforce, and Slack. No migration is necessary; we simply need seat access.

We start with a "Knowledge Download" phase. We review your internal docs, past tickets, and conduct interview sessions with your product team to build a comprehensive training manual.

We use a multi-tiered QA process:

• Weekly QA Scorecards: Random ticket audits based on tone, accuracy, and resolution speed.
• CSAT Monitoring: We track Customer Satisfaction scores in real-time.
• Regular Calibrations: Regular meetings with your team to review tricky cases and update policies.

We believe customer service skills must be honed constantly. Instead of relying solely on infrequent seminars, we utilise "micro-learning": daily 15-minute coaching sessions and weekly "stand-ups" to review recent interactions. This ensures skills stay sharp and agents can immediately apply new techniques to live tickets.

Yes, absolutely. We believe in realistic preparation. We incorporate real-world scenarios and actual past ticket examples specific to your industry into our training simulations to ensure agents are ready for the exact types of inquiries they will face.

We treat our support team as an extension of your marketing department. We request access to your marketing calendar or campaign briefs in advance. This allows us to brief agents on upcoming promotions, discount codes, and expected FAQs before the campaign goes live, ensuring seamless support that aligns with your ads.

Beyond standard volume, we track specific KPIs to validate your customer service strategy. Key metrics include Average First Response Time (social expects speed), Resolution Rate (how many issues are solved on-platform vs. escalated), Public-to-Private Ratio, and Sentiment Analysis to measure brand perception improvements over time.

You will have access to a live dashboard, plus a weekly executive summary detailing First Response Time (FRT), Resolution Time, Ticket Volume trends, and CSAT scores.

We offer flexible pricing options designed to scale with your specific needs. You can view our detailed packages on our Pricing section. For a custom quote or more information, please contact us directly.

We believe in earning your business every month. Our standard contracts are month-to-month with a 30-day notice period for cancellation.