Service
Customer Support & Customer Experience
We support the day-to-day running of customer communication, from first enquiry to resolution and follow-up, so responses stay consistent and nothing is left unresolved.
Book a Discovery CallCapabilities
What we can help with
The exact scope is agreed before delivery and adapted to your business, team and market.
Customer communication
- Customer enquiries
- Email and chat support
- Complaint handling
- Customer follow-up
Case and account administration
- Case management
- Escalation coordination
- CRM administration
Documentation and reporting
- Support documentation
- Customer experience workflows
- Support reporting
Training & Workshops
- Practical training on customer support workflows and service documentation
Typical responsibilities
Examples of the recurring work and deliverables clients often place with us for this service.
- Handling customer enquiries by email and chat
- Managing complaints and case records
- Coordinating escalations
- Following up with customers
- Administering CRM records
- Documenting support processes and workflows
- Preparing support reporting
Who this may be useful for
SMEs
Growing organisations
Remote teams
International businesses requiring remote operational support
How the engagement works
Available as an ongoing retainer, a defined project or ad hoc support, with scope agreed in writing after a discovery conversation.
- Retainer
- Ongoing monthly support for businesses requiring consistent operational capacity.
- Project
- A defined assignment with agreed deliverables, timeline and fee.
- Ad Hoc
- One-off administrative, research, documentation or support requirements.
- Custom
- A tailored combination of services designed around the client's specific operational needs.