CX Desk

The CX Desk gives your customers a consistent first response without you having to hire and manage a support team. Our agents handle Tier-1 questions across chat, email, and voice, following your playbooks, tone, and policies.

Anything that needs a decision from your side is escalated through a clear, agreed path. You get weekly reporting on response times and customer satisfaction, so you can see exactly how your customers are being looked after.

Tier-1 Done Properly

We focus on the questions that make up most of your support volume: order status, account help, how-to questions, and routine requests. Answering these quickly and correctly frees your team for the issues that really need them.

Core Features

Simple, dependable support built on your playbooks.

Chat, Email & Voice Triage
Clear Human Escalation
FRT & CSAT Tracking
Light Automation for Repeat Questions

<2h First Response

Our first response SLA target keeps customers from waiting, with response times reported to you every week.

Clear Escalation

Agreed rules decide what our agents resolve and what goes to your team, so nothing gets stuck or over-promised.

IT Staffing Creative & Content CX Desk Ops VA Pods RevOps Assist

Tier-1 Support

Weekly SLA Report

WHAT WE DO

We build support
that stays steady.

We start by learning your product, your common questions, and how you want customers spoken to. That becomes a documented playbook our agents work from, with saved replies and escalation rules your team signs off.

Once live, a pod lead monitors quality, audits a sample of conversations, and reports back weekly. It's modest, reliable coverage, built to keep your customers looked after consistently.

KEY DELIVERABLES

Outputs you can count on.

Support Playbook

Documented answers, tone guidance, and escalation rules built around your product.

Tier-1 Coverage

Agreed coverage hours across chat, email, and voice, handled in your existing helpdesk.

Escalation Path

A clear handoff process so complex issues reach the right person on your team quickly.

Weekly SLA Report

First response time, resolution volume, and CSAT reported every week.

WHAT'S INCLUDED

Everything in one place.

Dedicated support agents
Pod lead oversight
Documented playbook
Works in your helpdesk

Clear escalation rules
FRT & CSAT tracking
Conversation QA audits
Weekly SLA report

Need dependable first-line support? Let's map your coverage.

Book a Discovery Call

PROCESS

From First Call
To Running Pod

A clear, repeatable path from discovery to a pod that reports back every week.

Book a Discovery Call

//01

Discovery Call

We learn about your goals, tools, volumes, and the work that keeps slipping through the cracks.

//02

Pilot Proposal

Within 48 hours, we send a scoped 2-week paid pilot with clear success criteria, not a generic sales deck.

//03

Pilot & Onboarding

Your pod is assembled, onboarded to your tools, and starts working to documented SOPs.

//04

Scale & Report

Once the pilot proves the fit, we scale the pod and report on agreed KPIs every week.

FAQS

Before You Get Started

We work inside the tools you already use, such as Zendesk, Freshdesk, Gorgias, Intercom, or a shared inbox, so nothing changes for your customers.

We operate on GMT+1, which covers UK business hours and overlaps with the US working day. Exact coverage hours are agreed during the pilot.

They are escalated to your team through the path we agree during onboarding. Our agents handle Tier-1 and never make decisions outside your policies.

Where it helps, we can set up light automation for simple, repeat questions, always with a person ready to take over.

Book a discovery call. We'll look at your support volume and channels, then come back within 48 hours with a 2-week paid pilot proposal.

IT STAFFING SQUADS

OPS VA PODS

REVENUE OPS ASSIST

CREATIVE & CONTENT OPS

Tier-1 Done Properly

Core Features