For software and SaaS companies
Software scales. The work around it doesn’t.
Your customers try it, make it their own and keep using it. All that time, they need more from you than the software.
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What we do
Every customer is answered before they buy, set up once they have, helped when they’re stuck and billed while they stay. On any day, you have customers at each of those stages.
Which parts we take on is up to you
It could be your customer support, from how-to questions to the harder technical ones. It could be onboarding, with new customers taken through set-up. Or it could be your billing admin, your credit control or your sales enquiries.
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.
Who gets in touch, and why.
The person who uses it, the person who looks after the account and the person who pays may be one person or three. They get in touch about different things.
Everyday users
Stuck in the middle of a task
- Can’t log in
- “How do I…?”
- Something has stopped working
- “Is it down?”
- A feature they’d like to see
Account admins
Setting up, and when people join or leave
- Importing data and getting started
- Adding and removing users, and who can see what
- A connection to another system that has stopped syncing
- Exporting or deleting data
Whoever pays
Around invoices and renewals
- A question about an invoice, or a failed card
- Changing plan, or the number of users
- Cancelling, or asking to pause
- A refund
What we’d take on.
As much of it as you want, in your name and in the tools you already use.
- Customer supportHow-to questions, access and account changes, answered from your help centre.
- Technical supportThe harder product questions, worked through with your own troubleshooting steps. What they can’t settle goes to your people, written up so nobody has to ask the customer again.
- Onboarding and successNew customers taken through set-up, then kept in touch with.
- Billing and renewals adminPlans, users and invoices changed, failed payments chased, renewals prepared.
- Credit controlOverdue invoices from your business customers chased, and what they say passed back to you.
- Sales enquiriesNew enquiries answered and qualified, so the ones worth a conversation reach you ready.
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
- Noted
- Other customers have reported it since the last release
Passed to you, the way you’ve asked for it
More than the queue
And the things you hadn’t thought to ask for.
You may have come looking for one thing. Here is what else we can take on, or put right.
- We set it up
A help centre people can use
Articles written from the questions that keep coming in, and brought up to date after each release.
Processes and knowledge base - We set it up
The routine questions, answered at once
An AI agent that answers from your checked articles, and hands over properly when it can’t.
AI for customer service - We run it
The customers who never get in touch
Set up, checked in on and prepared for renewal, before they go quiet.
Customer onboarding and success - We run it
Your social inboxes, answered
Comments and messages on your social channels answered in your name, and anything that needs you passed on.
Social media inboxes - We run it
Your community kept in order
What users post in your forum or community checked against the rules you’ve written.
Content moderation - We plan it with you
Support that keeps up as you grow
How the work should be organised, and what to put in place before the next stage.
Consultancy
Stage by stage
One customer, all the way through.
This is where a customer gets in touch, and where the team gets in touch first, working from the lists your own systems give.
Trying it
Working out whether it does the job.
They get in touch
“Can it import from what we use now?” Answered while they’re still deciding.
The team gets in touch
Trials your system shows have stalled, offered help with the next step.
Getting set up
Bringing data across and inviting colleagues.
They get in touch
“The import keeps failing.” Sorted, or passed to you with what they saw.
The team gets in touch
A welcome call, and set-up talked through. A follow-up where nobody has logged in.
Using it every day
At work, in the middle of a task.
They get in touch
“How do I…?” and “Is it down?”
The team gets in touch
Accounts your system shows going quiet, asked what’s in the way.
Renewing
Deciding whether to stay.
They get in touch
Users, plans and invoices changed.
The team gets in touch
Ahead of the date, users and billing contact confirmed. Anyone unsure is passed to you.
The team behind it.
Your customers hear from your company, through a team working to your process and in your tools.
Ours to hire and lead
Trained on your product before they answer anyone. Led by team leads whose job is coaching.
How we workWhere the 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.
Where we workYour customers’ data
Named logins, access only to what the work needs, and one client’s information never visible to another client’s team.
Security and data protection
Questions, answered.
The things software companies are likely to ask first.
What kind of work can you help us with?
It could be customer support, technical support, onboarding and success, billing and renewals admin, credit control, or sales enquiries. We can also set up what that work runs on, and work with you to plan how it should run. Whether that’s one part or several is up to you.
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.
Can you cover just evenings and weekends, or the days after a release?
Yes. It could be the hours your own people are offline, or the days after a release, planned with you ahead of the date.
Does the team make refunds and credits, or bring them to us?
That is yours to set, and it is written down before the team starts. The team can refund or credit whatever your policy covers. Or you can keep every one yourselves.
Will they 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.
How will the team learn our product, and keep up as it changes?
Through training, before anyone answers a customer. 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
How do we know how it’s going?
Real pieces of work are reviewed against your process, 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
How does a fault get from the team to the people who fix it?
It’s written up the way your developers want it. If you have a form for that, the team fills it in. If you don’t, we’ll help you write one. It covers what the customer was doing, what they expected, what happened instead, which account and device, and any screenshots. Every customer with the same fault is linked to it, and told when you say it’s fixed.
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work software companies 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.
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