For technology companies
Your users looked after, while you build.
They need answers, help and decisions every day. That work doesn’t have to fall to your product team.
What we do
Software has customers to set up, an app has reviews to answer, a marketplace has disputes to settle and a community has posts to check. Each takes someone who knows your product.
Which parts we take on is up to you
It could be your customer support, by chat, email or in your product. It could be onboarding for new customers, or replies to your app store reviews. Or it could be nothing customer-facing, such as content moderation or billing admin.
We can also set up and plan
If you need it, we can set up what the work runs on, for instance your helpdesk, your reporting, or your processes mapped out end to end, improved and written down. And we can work with you to plan how your operations should run, now or in the future.
Sound familiar?
A product team’s week, and where it goes wrong.
Software and SaaS
The day after a release
The queue fills overnight.
Every customer wants an answer today, and the people who could give it are the ones meant to be building the next thing.
Apps
Sunday evening
A one-star review, where everyone can see it.
Charged after the free trial, and couldn’t find how to cancel. They told the app store before they told you.
Marketplaces and platforms
Friday afternoon
A seller hasn’t been paid, and the buyer wants a refund.
Two customers, one order, and they want opposite things from the same message.
Social platforms and communities
Any evening
More gets posted than anyone can read.
Posts, reports and questions arrive together, and each one needs a person to look at it.
What we take on
Different products, different work.
The team and the standards are the same. What changes is who gets in touch, what they need, and where the work ends up.
Customers answered, and kept.
Questions answered, accounts and billing changed, new customers helped to get going, and anything broken passed to you with what the customer saw.
- Customer support for how-to questions, access and billing
- Onboarding and success for new customers
- Billing admin, and overdue invoices chased
- Sales enquiries answered and qualified
Customer support
“The export has stopped working”
- What the customer saw, in their words
- Given the way round you’ve published
- Told what happens next
Passed to you, the way you’ve asked for it
Answers wherever users complain.
In-app messages, email and app store reviews answered, and refunds handled the way each store allows.
- Customer support in the app and by email
- App store reviews answered in your name
- Refunds you can give handled to your policy, and Apple’s explained
- What users report, passed on to you
Review replies
“Charged after my free trial”
To the reviewer, on Apple’s App Store
Sorry about that. Here is Apple’s page to ask for a refund, and how to turn off renewal so it doesn’t happen again. If that doesn’t sort it, write to us and we’ll help.
Answered in public, in your name
Both sides, by your rules.
Sellers helped to get set up and get paid, buyers answered, and disputes handled to the policy you’ve published.
- Seller applications and first listings
- Payout and fee questions
- Buyer questions and claims
- Disputes taken in, and handled to your policy
Disputes and claims
Item not as described
- Buyer
- Photos in, claim inside your time limit
- Seller
- Their side taken, with the listing as it was
- Your policy says return, then refund
Both told, with the reason
Your community, in good order.
What people post checked against your rules, reports and appeals answered, and members and creators helped with whatever they’re stuck on.
- Content moderation, to the rules you’ve written
- Reports and appeals taken in and answered
- Member and creator support, from joining to payments
- Applications and submissions checked against your criteria
Content moderation
A comment someone reported
- Read against your community rules
- Removed for personal abuse
- The poster told which rule, and how to appeal
Recorded, with the reason
From the message to the work
One message, followed through.
A message isn’t just answered. Pick one and follow what the team does with it.
The message
Customer · Tuesday, 09:40
The export has failed three times this morning, and I need it for a meeting at eleven.
Waiting for you
One more customer hit by the export fault
- What they saw, in their words
- Given the way round, and told it’s being fixed
What the team does
- Answers in your nameWith the customer’s account open
- Finds out what they need, and by whenOne report, for a meeting at eleven
- Checks what you’ve told the teamA fault you already know about, with a way round it
- Gets the customer what they needThe way round sent, step by step
- Logs it, and tells youOne more customer affected, and what they saw
The customer made the meeting, and you know one more is affected.
The message
Seller · Friday, 16:10
My payout is less than I expected, and I’ve got suppliers to pay on Monday.
In your records
One order held, claim in progress
- Seller told which order, and why
- Claim noted, as the seller is waiting on it
What the team does
- Answers in your nameSeller and payout history open
- Finds out what’s happenedOne order held back, as the buyer has opened a claim
- Checks your policyThe rest has been paid, and that order waits for the claim
- Explains it plainlyWhich order, why, and what happens next
- Checks where the claim has got toWaiting on the buyer’s photos, and now noted that the seller is asking
A seller who knows where they stand, and a claim nobody has forgotten.
The message
Member · Sunday, 20:45
This post is calling another member names. Can someone take it down?
On your records
One post removed for personal abuse
- Poster warned, and told how to appeal
- The member who reported it told the outcome
What the team does
- Takes in the report, in your nameWith the post and the thread open
- Reads it against your rulesPersonal abuse, which isn’t allowed
- Does what your rules sayPost removed, and a first warning
- Tells both peopleWhich rule it broke, and how to appeal
- Records itThe decision, and the reason for it
Dealt with the way your rules say, and written down.
Your kind of business
Not one of those? Find yours.
The kinds of technology business we work with, and the work we’d take on for each.
Software and SaaS
The team answers product questions, helps new customers get started and deals with billing and plan changes. Bugs are passed to your engineers with what they need, and help-centre articles kept up to date.
More about software and saasSocial platforms, creators and online communities
Content and reports are reviewed against your rules, and appeals answered. Creators, members and advertisers get help with accounts, verification and payouts.
More about social platforms, creators and online communitiesOnline marketplaces and platforms
For marketplaces and for sites and apps where people book something another business provides. Both sides are supported, and disputes between them worked through to your rules. New sellers and operators are helped to join, and their listings checked.
More about online marketplaces and platformsApps
Users are helped in the app and by email with accounts, logins, subscriptions and refunds, whatever the app is for. Bug reports reach your developers with the detail they need. For a health or fitness app, the team gives no health advice, and a question of that kind is handled the way you’ve set.
More about appsGames studios
Players are helped with accounts, purchases and recovery, and your Discord and community spaces moderated to your rules. Cover for a launch or an update is planned with you ahead of the date.
More about games studiosFintech and payments
Customers are helped with the app and their accounts, and chased for the identity documents their application is missing. Payment queries and disputed card payments are taken in, with the evidence gathered to your process. Decisions on fraud, and regulated complaints, stay with your own people.
More about fintech and paymentsAI companies
Customers of your AI product are helped with accounts, billing and usage limits. A report of a wrong answer is taken down with what was asked and what came back, and passed to your reviewers. The team can also check AI answers and chatbot conversations against your standards.
More about ai companiesMedia, streaming and publishing
Subscribers are helped with sign-in, playback, billing and cancellations. For publishers, a paper or a magazine that didn’t arrive is credited or replaced the way you’ve set, and print and digital are dealt with in one conversation.
More about media, streaming and publishingEducation technology
Students, parents and teachers are helped with logins and access to your platform. New schools are supported as they get set up.
IT support companies
First-line calls are answered out of hours and at busy times, and logged as tickets in your system. Anything urgent is passed to your on-call engineer in the order you set.
The team
Who answers, and where they are.
Your work runs from one of our three locations, in the Philippines, Portugal or Ireland. Which one depends on the hours, the languages and the work you need, and we settle it with you at the start. The team works in your name and to your process.
- Our own employees, trained on your product before they answer anyone
- Anything that needs your judgement is passed to your own people
- Team leads whose job is coaching
- Whatever hours your users keep, covered
Questions, answered.
The things technology businesses are likely to ask first.
Which parts of our operation can you take on?
Any one of them, or several. That could be customer support, onboarding and success, social media inboxes, content moderation and review, or the billing and admin behind them. We can also set up the tools and processes they run on, and work with you to plan how it should all be organised.
How do we get started?
With a conversation about your operation and what you need. From there, we work out together where we can help and what comes next.How we work
Is there a minimum team size?
No. It can be a single person or an enterprise-scale operation. We build the structure around the work, whatever its size.
How does the team learn our product, and keep up as it changes?
Through training, before anyone does any work for you. How that training happens depends on what material you already have, how soon you need people, and how much of it you want to run yourselves. New features and policies are trained in as they arrive.How we work
Will the team work in our tools?
Yes. That might be an off-the-shelf helpdesk, a contact centre platform or something built in-house. The team works in whatever you run on. Each person needs a login or a seat of their own, which is yours to give, because we don’t work from a shared password.
Who manages the team?
We do. We hire and lead the team, and every team has a team lead whose job is coaching. You get the work done, and a clear view of how it’s going.
Does the team make decisions, or bring them to us?
That is yours to set, for each kind of work, and it is written down before the team starts. The team can act to your written rules. Or you can keep every decision yourselves.
Can we start with one part?
Yes. That could be one queue, the hours your own people are offline, the weeks around a launch, or all of it.
How is our users’ data protected?
Each person works from a login of their own, which is yours to give, with only the access the work needs. One client’s information is never visible to another client’s team.Security and data protection
How do we know how it’s going?
Real pieces of work are reviewed, and what the reviews find goes into each person’s coaching. You get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work technology businesses are most likely to need, not everything we do. If the work follows a process and happens in an inbox, on a call or in your tools, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
How much does it cost?
It depends on the kinds of work, the hours you want covered and the languages you need. We work it out with you once we understand your operation.
Alongside it
Other ways we work with technology companies.
Whatever brought you here, these sit beside it, and they join up.
- Social media inboxesComments and messages on your social channels, answered in your name.We run itWe run it
- Content moderationWhat people post or send in, checked against the rules you’ve written.We run itWe run it
- Customer onboarding and successThe users who never get in touch, set up, checked in on and their renewals prepared.We run itWe run it
- Helpdesk set-upEvery channel in one place, with routing and saved replies set up properly.We set it upWe set it up
- AI for customer serviceAn AI agent for the routine questions, handing over properly to a person.We set it upWe set it up
- ConsultancyHow it should all be organised as you grow.We plan it with youWe plan it with you
Let's talk.
Tell us what's going on. If we're not the right fit, we'll point you to someone we trust.
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