Outsourcing, consultancy and set-up
Plan it, build it, run it.
Advice on how your operation should run, help putting it in place, or a team we recruit and manage to run the work. Start with any one, and add the others when you need them.
How it fits together
Start anywhere, stop anywhere.
Each service stands on its own, and they work best one after another.
- Advice on its own, a set-up on its own, or a team we run
- Whichever you start with, the next step is yours to decide
- Or all three in order, so you plan what good looks like, build it, then hand us the running of it
- Because we helped build it, the team that runs it already knows how it works
Plan and build.
Advice and set-up, for customer service and every other part of the work.
Plan
Where you are, and what to do next.
- Operations consultancyHow the whole operation should run, at whatever stage you are.
- Operational strategy and roadmapsWhere you are, where you're going, and the steps between.
- Organisation designThe right structure and roles as the team grows.
- Operating rhythmsThe routines that keep an operation on track.
- Helpdesk health checkA fixed look at what's holding your helpdesk back.
Build
We put the operation in place.
- Operations set-upThe processes, tools, reporting and training an operation runs on.
- Processes and knowledge baseProcesses for any part of the operation, and the knowledge everyone works from.
- Helpdesk set-upEvery channel in one place, phone and AI included.
- AI set-upAI that answers customers or helps your team.
- ReportingMeasures and dashboards you can trust, for any part of the work.
- Training materialTraining material and an onboarding path, built for your business.
What we run.
Six kinds of work, each run by a team we recruit and manage.
Customer support
Your customers looked after, on every channel.
- Customer serviceEmail, chat, phone and messaging, in your own systems.
- Reception and call answeringYour calls answered in your name, messages passed on.
- Appointment bookingBookings made straight into your own diary or system.
- Emergency call answeringRepairs and urgent calls, around the clock.
- Lead qualificationEnquiries answered and qualified before they reach you.
- Outbound callsFollow-ups, reminders and satisfaction calls.
- Social media customer serviceMessages and DMs across your social channels.
- Review repliesPublic reviews answered in your voice, on every site.
- Complaints handlingComplaints resolved, recorded and learned from.
- Multilingual customer serviceNative speakers of the main European languages.
Specialist teams
Onboarding, customer success, technical support and premium service.
- Onboarding and successGetting customers started, and keeping them with you.
- Technical supportProduct questions that need someone who knows how it works.
- Customer retentionCancellations, pauses and renewals handled well.
- Premium and VIP serviceA higher level of care for your most valued customers.
Cover when you need it
Evenings, weekends, holidays and busy times.
- Out-of-hours and overflowEvenings, weekends and the calls you can't get to.
- Holiday and absence coverArranged ahead, for when your own people are away.
- Seasonal and peak coverThe busy times, expected and unexpected.
- Dedicated helplinesA number of its own for a campaign, recall or event.
- Business continuityA line ready to take over if your phones go down.
Back office and admin
The work behind the scenes, kept moving.
- Disputes and chargebacksCases worked through to the end, fraud checks included.
- Orders, returns and warrantiesOrder problems, returns and warranty claims.
- Scheduling and dispatchJobs booked to engineers, drivers and couriers.
- Credit controlChasing business customers to pay what they owe.
- Product listingsCatalogues and product data kept accurate.
- Back-office admin and dataAdmin and data work, done to a standard.
- ID and document checksChecks done to your process, with a full record of each.
Quality and AI
Independent checks on your team and your AI.
- AI chatbot quality checksChecking what your chatbot tells your customers.
- AI training dataLabelling, rating and checking data for AI models.
- Quality assuranceIndependent quality checks for your own team.
Content and community
Content reviewed, communities looked after.
Let's talk.
Tell us what's going on. If we're not the right fit, we'll point you to someone we trust.
Book a call