Email support
A trained pod owns your shared inbox. Triage, replies, escalations and reporting, in a voice your customers will not notice is outsourced.
- 41 min
- Median first response across accounts
- 79%
- Tickets resolved in a single reply
- 4.8
- Average CSAT out of 5
How the work actually runs.
Audit
We read 500 of your recent tickets, map the top contact drivers, and flag the ones that should not exist at all.
Build
Macros, tags, routing and a written voice guide get approved by you before a single live ticket is touched.
Run
Your pod works the queue to an agreed SLA and logs every fix that would prevent the next ticket like it.
What is included.
The team
- Named agents trained on your catalogue, policies and tone
- A team lead who owns quality and talks to you directly
- Weekly QA against a rubric you can read
The setup
- Helpdesk build or clean-up in Gorgias, Zendesk, Front or Help Scout
- Macro library written from your last 90 days of tickets
- Tagging taxonomy so you can see what customers actually complain about
Before you ask.
Do you use our helpdesk or your own?
Yours. We work inside your instance as named users, so your history, your data and your reporting never move to a system you cannot audit.
How do you keep replies on brand?
We write a voice guide with you in the first week. Greetings, sign-offs, how much personality, what we never promise. A sample of replies is scored against it every week.
Want your inbox handled properly?
Book thirty minutes. We will read 500 of your recent tickets and come back with a pod size and a number.