One rate, three ways to buy it.
Every channel bills at the same rate. Buy it as hours a week or as a fixed bundle of tickets, and change that when it changes.
Included at every hour
- Named agents assigned to your brand, not a rotating pool
- We work inside your helpdesk, your Shopify and your returns platform
- Macro library, tagging taxonomy and escalation rules built with you
- Weekly QA against a rubric you can read
- Weekly reporting on volume, drivers, CSAT and backlog
- A monthly review of the contact drivers worth fixing upstream
What that looks like in practice.
The same rate, packaged three ways. Most brands land on Standard, which bills 80 hours and delivers 100.
Part time
$160a month
10 hours a week
40 hours a month
- Email and WISMO
- Business hours in one time zone
- One named agent
A first pair of hands for a queue that is still small.
Book a demoStandard
Most sold$320a month
20 hours a week
80 hours billed a month
Plus 20 hours free, so 100 hours in total
- Email, live chat and WISMO
- One named agent who learns your catalogue
- Works out at $3.20 an hour, not $4
The one most brands start on, and the best value on the page.
Book a demoFull time
$640a month
40 hours a week
160 hours a month
- Every channel we run
- Extended hours, weekends included
- Named agent plus a team lead
Daily cover for a queue that keeps moving after five.
Book a demo500 tickets
$200a month, about 50 hoursIf you would rather think in tickets than hours, we price the queue instead of the clock. Anything over 500 bills at $4 an hour.
Every figure above is the hourly rate times the hours involved, so nothing is a made up band. Prices exclude tax. Three month initial term, then rolling monthly with 30 days notice, and you can move between the three at any point.
Why it is priced this way.
One rate, every channel
Email, live chat, WISMO, returns, guest messaging and social all bill at the same hourly rate. There is no premium channel and nothing is gated behind a bigger plan.
Hours flex month to month
Forecast peak with us and add hours for the weeks you need them. Scale back after. You are not carrying a Black Friday headcount into January.
The bonus hours are a real discount
The standard plan bills 80 hours and delivers 100, which works out at $3.20 an hour rather than $4. It is the only plan with bonus hours, and it is why most brands land there.
Around the clock, multi brand or multi language?
Coverage that never sleeps needs enough agents to rotate through the night, so it is quoted rather than listed. Contractual SLAs, a named account manager, security review, DPA and BAA are all on the table.
Everything else you asked.
How fast can we go live?
Fourteen days is typical for email and WISMO, covering the audit, voice guide, macros, access and training. Chat usually follows a week later once agents are confident on the catalogue. Urgent peak season onboarding compresses to about a week.
Do we have to switch helpdesks?
No. We work inside whatever you already run, including Gorgias, Zendesk, Front, Help Scout, Intercom and Re:amaze. If the setup is messy we will tell you what we would change, but switching is your call and never a condition.
How is pricing calculated?
One flat rate of $4 an hour, for every channel. You pick how many hours a week you need and pay for those. The standard plan adds 20 hours a month at no charge, which brings it to $3.20 an hour. We do not gate channels behind bigger plans.
Who actually answers our tickets?
Named agents assigned to your brand and nobody else's. Part time hours get one; past full time you get a pod of two to six plus a team lead. You meet them, you can reach them in Slack, and they do not rotate between accounts.
What happens during peak season?
We forecast with you in advance and staff up. Doubling or tripling a pod for eight weeks is routine, and it scales back down after without you carrying the cost into January.
How do you handle our customer data?
We work as named users in your systems under least privilege access, sign a DPA, and use SSO and two factor on every tool. We do not export customer data, and access is revoked the day a contract ends.
Is there a long contract?
A three month initial term so the team has time to learn your business properly, then rolling month to month with 30 days notice. Your hours can change every month inside that.
What if quality slips?
Every pod is scored against a QA rubric weekly and you see the results. If CSAT or SLA misses the agreed target for a month, we fix the staffing at our cost. That is written into the agreement.
Not sure how many hours you need?
Send us three months of ticket exports. We will come back with an hours estimate and what it costs, in writing, before you commit to anything.