Email, live chat, voice, SMS, WhatsApp and social DMs — answered around the clock by specialists who already live inside Zendesk, Zoho Desk, Re:amaze, HubSpot and Front. We don't bolt on a call center. We embed a white-label pod into your existing helpdesk, adopt your macros and tone on day one, and defend your CSAT like it's our own.
Your data never leaves your systems. Our specialists are certified administrators and agents on the industry's leading platforms, which means they configure, not just answer: routing rules, macro libraries, SLA policies, satisfaction surveys and reporting dashboards tuned inside your instance.
Certified agent + admin depth in:
Zendesk Suite and Zoho Desk are full-featured ticketing systems with SLA policies, macros and routing rules; Gorgias and Re:amaze are e-commerce-native helpdesks built around Shopify order context; HubSpot Service Hub and Front unify support with sales and shared-inbox workflows, and Intercom pairs support with in-app messaging and chatbot deflection.
Operational fluency across:
Shopify and ShipStation govern order lifecycle and carrier fulfillment; Chargebee, Zoho Billing and Recharge are subscription-billing engines that manage plan changes, dunning and involuntary-churn recovery; Stripe dispute management covers chargeback evidence submission by reason code, while Loop Returns and AfterShip automate RMA processing and delivery-tracking deflection.
One unified queue discipline across every channel your customers use — with channel-appropriate tone, response targets, and full conversation-history context on every touch.
“Where is my order?” is 40–60% of a DTC brand's ticket volume. We don't just answer it — we run the operational machinery behind it, inside Shopify and your fulfillment stack.
The highest-stakes tickets touch money. Our billing-trained specialists work your Chargebee, Stripe and Zoho Billing portals with PCI-aware handling rules and airtight documentation.
For SaaS, electronics and technical products: a genuine tiered model with documented escalation criteria — not a script-reader forwarding everything to your engineers.
| Channel | First Response | Resolution Target | Coverage |
|---|---|---|---|
| Live Chat | < 60 seconds | Same session | 24/7/365 |
| Email / Tickets | < 30 minutes | < 8 business hours (L1) | 24/7/365 |
| Voice | < 3 rings | First-call resolution ≥ 75% | Your defined hours or 24/7 |
| Social & Reviews | < 2 hours | < 24 hours | 24/7 monitored |
| Stripe Disputes | Evidence filed < 72h | Always within network deadline | Every dispute, no exceptions |
No. This is fully white-label: your domain, your signatures, your macros, your tone guide. During onboarding we build a voice profile from your best past tickets, and weekly QA calibration keeps every reply on-brand.
The opposite — that's a head start. Our pod inherits your existing assets during the mapping call, pressure-tests them against live ticket samples, and fills only the gaps. Nothing you've built is thrown away.
You define an authorization matrix during onboarding — what agents may do alone, what needs lead approval, what always comes to you. Every financial action is logged and appears in your weekly scorecard. We never improvise with your money.
Yes — surge staffing is built into the model. With 7 days' notice we scale your pod for planned peaks; for unplanned spikes, our cross-trained bench absorbs overflow the same day under your existing blueprint.
Send us a read-only view of your helpdesk and we'll return a free audit: ticket-driver analysis, deflection opportunities, and the exact pod size and price to run it 24/7.
Also run a rental portfolio or a WISP? See our Airbnb & STR co-hosting pipelines or WISP & telecom backend operations tech stack.