Customer Support On-Call
A technical desk for your customers, and someone on call when your service is down.
If your product runs on technology, your customers’ problems are your incidents. We staff the front line under your name and take the call when the platform goes down on a Saturday night. Then we send you the numbers that show what keeps breaking.
How this usually starts
- Customers call with technical questions and the people answering were hired to sell
- A support email address nobody is paid to watch
- Outages get handled by whoever notices first, with no rota and no record
- Customers expect an answer at 8 p.m. and your office closes at 5
- Your contracts promise response times and nothing proves you meet them
Two services, one agreement
Incident Response
A defined on-call service for outages and security events. Someone gets paged, someone runs the incident, your customers hear from you in your voice, and afterwards there’s a report.
- On-call rota with a written escalation path
- Incident commander for the big ones
- Status updates to customers in your voice
- Root-cause analysis and post-incident report
- Runbooks updated after every incident
Outsourced Call Center IT Support
A technical contact center that answers your customers by phone or chat or email, from your scripts and under your brand. Tier 1 takes the password resets; Tier 2 takes what needs an engineer.
- Tier 1 and Tier 2 technical support
- Your CRM and ticketing, or ours
- Business hours or 24/7 coverage
- Quality monitoring and CSAT tracking
- Monthly volume and resolution reporting
Getting the desk live
01 Map the service
What you support, who calls, what 'down' means, and who has to be told.
02 Build the playbooks
Scripts, a knowledge base, escalation paths, and a severity scale so 'urgent' means one thing.
03 Staff and integrate
Agents get trained on your product, and phones and ticketing get connected to what you have.
04 Operate and improve
Monthly reporting, and a quarterly review that sends defects and repeat questions to your product team.
What you'll have after the first quarter
- A support desk your customers experience as yours
- An incident process on paper instead of a group chat
- Reports you can attach to your own customer SLAs
- Fewer repeat incidents, because someone follows up
Customer support FAQ
How fast can you learn our product?
Onboarding means product training and building the knowledge base with your team; we won’t put agents on your line before that exists. Simple products go live in weeks, bigger ones in phases.
Can you handle both our employees and our customers?
Both queues can sit under one agreement, each with its own playbook and reporting, so an internal password reset never lands in the customer queue.
Which phone and contact-center platform do you use?
We build contact centers on 8
Stop letting incidents find their own owner.
Tell us what you support and how customers reach you today.