Customer Support
A dedicated support team that works inside your helpdesk, follows your escalation rules, and reports on the same metrics your board already reads. Not a shared pool. Not a script farm.
Does this sound like you?
You have outgrown founder-led support
Tickets are answered late at night by someone who should be building the product. The volume is real but it does not yet justify a full-time hire in your own market.
Your coverage has holes
Customers write at 2am and hear nothing until 9am. You need the clock covered without paying a night-shift premium at home rates.
Quality is drifting as you scale
You added headcount quickly and consistency went with it. You want a documented QA method and a scorecard you can actually read.
What's included
Channels
- Inbound voice, with named agents and your greeting
- Outbound follow-up and callback handling
- Email and ticket queue management
- Live chat, including proactive triggers
- Social and review-platform responses
- WhatsApp and SMS where you already run them
Handling
- Tier 1 resolution against your knowledge base
- Tier 2 triage with a written escalation matrix
- Refunds, returns and order edits inside your rules
- Macro and knowledge-base authoring as gaps appear
- Backlog clearance during launches and peaks
- After-hours and weekend cover
From discovery to steady state
Step 1: Discovery
3–5 daysA structured scoping call mapping your process, volume and constraints.
Step 2: Scope & SLA
3–5 daysA written scope and SLA targets grounded in your real volume.
Step 3: Hire & train
2–4 weeksSourcing, background verification and training against your real documentation.
Step 4: Pilot
2–4 weeksLive work at reduced volume, every output reviewed, reported daily.
Step 5: Steady state
OngoingDelivery to the agreed SLA, sampled QA, and a quarterly business review.
What you can hold us to
Targets marked “Agreed at scoping” are set against your real volume during discovery — not invented here to look precise.
| Deliverable | Frequency | Target |
|---|---|---|
| First response time | Per ticket | Agreed at scoping |
| Resolution time | Per ticket | Agreed at scoping |
| QA scorecard | Weekly, sampled | Sample size agreed at scoping |
| Volume and backlog report | Weekly | Delivered by end of Monday |
| Trend and root-cause review | Monthly | Delivered in the monthly review |
| Business review | Quarterly | Scheduled a fortnight ahead |
Aligned to your hours, not ours
Shift map
Nagpur local time (IST)
- US Eastern9:00am – 6:00pm ET
6:30pm – 3:30am IST · Night shift, Nagpur
- US Pacific9:00am – 6:00pm PT
9:30pm – 6:30am IST · Late night shift, Nagpur
- UK9:00am – 6:00pm GMT
2:30pm – 11:30pm IST · Evening shift, Nagpur
- India / APAC9:00am – 7:00pm IST
9:00am – 7:00pm IST · Day shift, Nagpur
Platforms we already work in
Not an exhaustive list. If your stack isn’t here, it is usually still workable — raise it on the scoping call.
How we hold ourselves accountable
Sampled, not spot-checked
A fixed percentage of each agent’s tickets is scored every week against a published rubric — accuracy, tone, process adherence, resolution and documentation. The sample is drawn at random, not chosen by the agent or the team lead.
Calibration before coaching
Your team and ours score the same tickets independently each month and compare. If the scores diverge, the rubric is wrong, not the agent. That conversation happens before anyone is coached on a number.
The scorecard is yours to audit
You receive the completed scorecards, not a summary of them. Ask for the specimen scorecard on a call and you can see the format before you commit to anything.
Security for this line of work
Support agents work inside your tenancy under named accounts you provision and can revoke. No customer data is stored locally, workstations run a clean-desk and no-removable-media policy, and access is scoped to the queues the engagement covers.
Case studies
Case studies are being prepared for publication
Each one requires written client clearance before it goes live, and that takes longer than writing the page. Ask for the relevant one on a call — we can walk you through it verbally under NDA today, with more operational detail than a published page would carry anyway.
Customer Support FAQ
Will my customers know the team is offshore?
That is your call and we follow it. Some clients want agents to use their own names and location openly; others want a consistent brand voice with no location reference. We write whichever into the scope and hold to it.
How long before the team is productive?
Two to four weeks from a signed scope for a small team on a mainstream helpdesk, longer where the product is complex or regulated. The pilot phase exists precisely so you see real handled tickets before the full team is committed.
What happens when quality drops?
The scorecard shows it before you do, because it is sampled weekly. The engagement includes a written remediation path — re-training, agent replacement at our cost, and a service-credit position agreed in the SLA.
Can you cover a launch or seasonal peak only?
Yes. Hourly and per-transaction models exist for exactly that. Peaks are the one case where a dedicated FTE is usually the wrong shape.