Community and creator support
The people your platform runs on.
Your sellers, hosts, creators or members, helped to join, get started and get paid.
Where it helps
The people who sell, host, create or belong on your platform aren’t your customers. They ask different questions, and they need their own kind of looking after.
They’re what the platform runs on
A seller who gives up takes their listings with them. A creator left waiting for an answer makes the next thing somewhere else.
One part, or several
Only applications. Only payment questions. Only the weeks around a launch. It doesn’t have to be everything.
From applying to getting paid
One person, all the way through.
The questions change as someone goes from applying to earning. This is what they ask at each stage, and what the team does.
Applying
Asking to join.
What they ask
“What do you need from me?” “Why was I turned down?”
What the team does
Each application checked against your entry rules, and answered with a reason.
Getting started
Setting up, and the first listing or post.
What they ask
“How do I set up my profile?” “Why isn’t my listing showing?”
What the team does
Taken through it, and followed up if they signed up and never started.
Day to day
Selling, hosting, creating or taking part.
What they ask
“What does this rule mean?” “The other side isn’t replying.”
What the team does
Answered from your help pages and your policies.
Getting paid
Waiting for their money.
What they ask
“Where is my payment?” “Why is it less than I expected?”
What the team does
Explained from the record, and raised with you where the record can’t explain it.
In good standing
A warning, a pause or an appeal.
What they ask
“Why has my account been paused?”
What the team does
The reason explained, and an appeal taken in and put to you.
Who decides what
The team explains, checks and chases. The decisions stay with you.
How far the team goes is something we work out with you. This is the usual arrangement.
Yours
The rules, and the decisions
- Your entry rules and your policies
- Suspensions and removals
- Fees, payments and any exception on money
- The last word on an appeal
The team’s
The answers, and the follow-up
- Applications checked against your rules
- Questions answered from your policies
- Payments explained and chased, never moved
- Appeals taken in, and put to you with the facts
How it’s done
In your name, from your own rules.
In your voice
The team works under your name, the way you speak to the people on your platform.
From what you’ve published
Your help pages, your policies and your records, not guesswork.
A reason every time
Turned down, paused or paid late, nobody is left to guess why.
What they’re telling you
What people keep asking, and where your rules or help pages are unclear, reported back.
How we start.
Nobody speaks for you until you’re confident they’re ready.
Book a call- We go through how your platform worksWho joins, how they’re paid, your rules and what you’ve published. If something isn’t written down yet, we’ll help you write it.
- We settle what the team can see and doWhich records, which decisions are theirs to apply, and what always comes to you.
- The team works alongside your peopleOn real questions, until the answers match yours.
- It runs, and we review it togetherWhat people asked, what was appealed, and what your rules didn’t cover.
Security and data protection
Your data, protected.
The questions every client asks first, answered plainly.
- Works inside your tools
- Data protection built in
- Managed devices
Named accounts
No shared logins, so you can see who did what.
Only the access needed
Set role by role, and shut off the day someone leaves the team.
Never mixed
One client's information is never visible to another's team.
Transfers covered
The safeguards your customers' law requires, in place before work crosses borders.
Questions, answered.
The things people ask us first.
Will the team sound like us?
They work in your name and in your voice, from your own help pages and policies.
Can the team answer a payment question, or only pass it on?
That depends on what you let the team see. With sight of the payment record, they can explain where a payment is and why. They don’t move money or change what’s owed, and anything the record can’t explain comes to you.
Does the team decide suspensions or disputes?
Only as far as you want it to. The usual arrangement is that the team applies your published policy to the clear cases. Suspensions, exceptions and anything in doubt come to you.
Who reviews applications to join?
The team can, against the entry rules you’ve written. Each one is checked, and answered with a reason and what would change the answer. Where you’d rather make the choice yourselves, the team does the checking and passes you a shortlist.
Our platform has two sides. Do they get the same people?
That’s for you to choose. The two sides often want opposite things from the same case, so they tend to work better as separate queues held to one standard.
How does the team find out what we’ve changed?
Through one route. Changes to your product, your policies or your fees come to the person who owns your service, and are trained in as they arrive.How we work
Can you cover a launch and then step back?
Yes. Whether it’s a launch, a busy season or the whole year, we plan the cover with you.
Who can see our records?
Only the people working on your account, each under their own named login, with access to what the work needs and nothing else.Security and data protection
What do you report to us?
What people asked and why, how applications and appeals went, and where your rules or help pages left them unsure.
Alongside it
The work around your community.
Looking after the people on your platform is one part of running it. We can take on the work beside it too.
- Content moderationWhat they post or send in, checked against the rules you’ve written.We run itWe run it
- Customer serviceThe other side of your platform, the customers who buy, book or subscribe.We run itWe run it
- ID and document checksIdentity and documents checked to your process, with a record of each.We run itWe run it
- Social media inboxesComments and messages on your own social channels, answered in your voice.We run itWe run it
- Help centreThe pages your sellers, creators and members look for answers in.We set it upWe set it up
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