High Quality and Scalable Customer Support

Customer Support agents have experience in customer servicing and are able to handle non-technical queries. For example if you are a SaaS company, then customer support agents can handle general queries about your SaaS product offereing. On another example if you are running an ecommerce business agents can answer quetions like return policy, order status, refunds, etc.

Tehcnical support agents generally have an IT background with semi coding skills. They have strong system, network and application troubleshooting knowledge. They are able to understand and implement your products and services and then assist your customers with the product usage or help in troubleshooting issues.

Developer support agenets have code analysis skills in various lanugages like C/C+, C#, Python, iOS, Android, React, HTML/CSS, Javascript, etc. They are able to work on your SDK/API or on premise software to help your customers/developers with product usage along with implementation and debugging bugs. They will also identify issues and escalate to your engineering team.

When you buy any plan, you will get 1 agent assigned to you. Let say you buy Level 1 worker plan with 100hours, you get 1 agent working on weekly shift covering 100 hours in a month.

Now, let's say your customers contact on chat or phone, this 1 agent is only available to support to one customer and then servicing the next customer. So based on your volume of tickets you need to plan for minimum number of agents to service your customers in an optimal manner. In our discovery call, we will derive this number based on your business requirements.

We strive to deliver the best customer experience and try to respond to customers as soon as possible. We aim to respond via any medium within 2 minutes on an average. Please note this response time is the first response, subsequent response can differ based on the type of case. Cases may require more analysis or blocked on an internal resource in your company.

All plans by default come as shared agent. Shared agent means there one agent will be working for more than one organization. We allocate resource in an optimal manner to ensure your SLAs are met. We generally recommend our clients to start with this model and if required change to dedicated agents.

If your business requires dedicated agent, you can choose this option with an additional +$5/hr on top of the basic hourly plan cost.