Customer Support
We run your support desk, end to end.
The problem
What this costs you when you're the one holding it
Support is the function that reaches you first and leaves last. A ticket sits because nobody else has the authority to close it. A refund waits on your answer. A weekend goes and the queue is still there on Monday, longer than you left it.
Hiring for it moves the typing, not the ownership. You still set the standard, still cover the gaps, still check the queue before bed.
Scope
What we take over
- Email, chat, and voice
- Triage and first response
- Resolution and escalation
- Macros and reply standards maintained
- A written summary every Monday showing what came in, what was resolved, and what is still open
The boundary
What we own, and what stays with you
A commitment to own an outcome is only worth something if its edges are visible.
What we own
The day-to-day running of the function — the queue, the standard, the reporting, and the documentation that keeps it running.
What stays with you
Product, pricing, brand, budget and staffing decisions. Refund authority beyond agreed limits. Anything requiring your signature, and any authority you have not explicitly delegated.
When we get it wrong
You hear it from us first. What happened, the impact, the fix, and a timeline. In that order, every time.
What you get every week
Service standards
These are published rather than promised. Specificity about how the work runs is what you can check on day one.
| Standard | Commitment |
|---|---|
| First response | Within four business hours |
| Reporting cadence | A written summary every Monday, sent without being asked for |
| Named lead | One named lead per engagement, accountable for the work |
| Coverage | Monday to Friday, 8:00am to 5:00pm PHT |
| Continuity | Every account documented from week one so a second person can pick it up |
| Onboarding | A defined sequence, confirmed in writing before work begins |
When we get it wrong
When we get it wrong
Not a status page you have to check, and not a line in next week’s report. The full commitment is published in the method.
Cost
What it costs
Engagements are quoted per function. Tell us what the function covers and we will scope it.
Customer Support usually travels with the rest of the desk. Marketing Operations and Business Operations run on the same standards, and how we handle access and data is published in full.
Hand it over. It will be handled.
Tell us what your customer support function covers today. One line by email is enough.
Your growth is ours.
Emmanuel Bldg., Claudio Lopez St.Jaro, Iloilo City, Philippines 5000
Monday to Friday, 8:00am to 5:00pm PHT