Operationsset-up.
The processes, tools, reporting and training material an operation runs on, for customer service, the back office or any other part of the work. Built as one system by people who run operations, and handed over so your team can keep it going.
Where it starts
It all starts with how the work gets done. Get that right, and the tools, the reports and the training material all fit together.
Start with the work
How work arrives, who does what, and what good looks like, written down as processes your team can follow, whether that's answering customers, working a refunds queue or reviewing content.
Then build on it
For customer contact, a reason on every conversation shapes the help articles and what the AI answers. Across the operation, reports are built on clean data, and the training material teaches the result.
What we set up.
All of it together, or just the part you need.
- Processes and knowledge baseHow each piece of work gets done, written down, whether that’s answering customers, approving refunds, chasing invoices or reviewing content. And the help articles and guides your customers, team and AI work from.Find out more
- Helpdesk set-upEmail, chat, messaging and phone in one place, with routing, saved replies, automations and AI set up around how your team works. Or a move across from a shared inbox.Find out more
- To a personAI set-upAI in front of your customers and beside your team, working from information you have checked, with a clear way through to a person.Find out more
- ReportingReporting that tells you what to fix, not only what happened, for customer service and the rest of the operation.Find out more
- ✓✓✓Training materialMaterial and an onboarding path for any team, built from your way of doing things, for your own people to run.Find out more
One system, not five projects
How the parts fit together.
Each part can be set up on its own. Built on the same foundation, each one makes the others work better.
The foundation
How the work gets done
Each piece of work written down as a process, with the knowledge behind it, whether that is answering customers, working a refunds queue, chasing invoices or reviewing content.
For any part of the operation
Reporting
Counts the work the way the processes record it.
Training material
Teaches the same processes a new starter will be working to.
Where the work is with customers
Helpdesk
Sends each conversation where the processes say it should go.
AI
Answers from the same checked articles your team works from.
How it works.
We start from what you want it to do, and build around how your team actually works.
Book a call- We agree what it should doWhat you want the set-up to achieve, and what you’ll have at the end.
- We look at what you haveHow the work arrives and gets done today, the tools it runs on, and what is written down.
- We build it with youAround how your team works, and tested on real work before anything changes for your customers.
- We hand it overWith a walkthrough for the people who will run it, a manual, and help while it beds in.
Handover
Handed over, not handed off.
A set-up that nobody owns drifts within months. So we make sure someone on your side knows how it works and how to keep it up to date.
- A walkthrough for the people who will run it day to day
- A manual for how it is set up, and why
- Everything we build stays in your systems, and stays yours
- Help as it beds in, and after, if you'd like it
Where this fits
Three ways we work.
The difference is what you end up with. This page is the second, and they join up.
Plan it · Consultancy
Work out what to change
Where the operation is today, what to fix first, and what good looks like. You end up with a plan.
ConsultancyBuild it · Set-up
Put the operation in place
The processes, tools, reporting and training material an operation runs on, set up in your systems. You end up with a working set-up your own people run.
This page
Run it · Delivery
A team that does the work
Where our teams support your operations, they work in what has been set up, whether that was built by you or by us. You end up with the work done.
A team that runs it for you
Questions, answered.
The things people ask us first.
Is it only for customer service?
No. We set up processes, reporting and training material for any part of an operation, including the back office, credit control, content review and more. The helpdesk and AI are for the customer-facing side.
Can't we just set it up ourselves?
Plenty of teams can, and we'll say so. Where we help is knowing what to set up and why, which comes from having run large customer operations. We also build it so it still works once you've grown.
Can we have just one part?
Yes. Just the AI, just the reporting, or just the helpdesk. We'll tell you if another part needs fixing first for it to work, such as the knowledge base before the AI.
Which helpdesks can you set up?
We specialise in Zendesk, Gorgias and Intercom (Fin). We also set up HubSpot, Freshdesk, Help Scout and others, because the same things make a helpdesk work in all of them. Those are where the work goes, what the team sees, and what gets measured. That comes from running operations, not from any one tool. If you don’t have one yet, we’ll help you choose.
What happens to our existing history when we move?
We plan what moves across and what has to be rebuilt, try the move on a sample first, and check it with you before the full move.
How does it start?
With a conversation about what you want the set-up to do. From that we look at how the work runs today, agree what you’ll have at the end, and build from there with the people who know how things run.
Do you train our team?
We walk the people who will run the set-up through how it works, and leave a manual. For bringing new starters up to standard, we build training material and an onboarding path for your own people to run.Training material
Who owns what you build?
You do. It's built in your systems, and the set-up, articles, reports and training material all stay yours.
If we later want people to run the work, can you do that?
Yes. Because we've built it, we already know how it works. Or keep it in-house, with everything documented.
Alongside it
Either side of the build.
Set-up sits between working out what you need and running it day to day. We do both of those too.
- Operations consultancyBeforehand, working out what to build, and in what order.We plan it with youWe plan it with you
- Customer serviceAfterwards, a team that works in what has been set up.We run itWe run it
- Back-office adminAfterwards, a team working to the processes that have been written down.We run itWe run it
- AI chatbot quality checksAfterwards, people checking what your AI tells customers.We run itWe run it
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