Outsourced customer support
Customer support teams that work inside your helpdesk.
Dedicated agents in the Philippines answer your customers by email, chat, phone and social, in your brand's voice, during your hours. Each team is run by an experienced ResolvedCX manager, with QA set up around your standards.
Every team includes
- Agents screened for writing, speaking and typing, then trained on your brand
- An experienced ResolvedCX manager and team leads
- QA tailored to your standards and schedule
- Reporting on request, while your data stays in your helpdesk
- Hourly billing with no long-term commitment
Channels
Every channel your customers use.
Start with one channel or hand us the whole queue. We staff to your volume and your peak hours.
Email & tickets
Order status, returns, exchanges, subscriptions and account questions, answered accurately and in your tone.
Live chat
Fast answers while customers are still on your site, staffed to your busiest hours.
Phone
Inbound calls handled by agents screened for clear, confident spoken English.
Social
Replies to comments and DMs, with problems escalated to your team before they spread.
How we run it
Managed like it's your own team.
You stay in control of policy and tone. We handle hiring, scheduling, coaching and coverage.
Tier 1 and Tier 2
Frontline agents handle the volume; experienced Tier 2 agents take escalations and complex cases.
Inside your stack
Agents work in your helpdesk and your Slack, so escalations take minutes and nothing lives in a separate system.
Quality on your terms
QA built around your standards and reviewed as often as you want, with reporting whenever you ask for it.
Scale when you need to
Add agents for a launch or the holidays and scale back down after, billed only for hours worked.
How we vet agents
Every agent is screened before they reach your queue.
Every agent passes the same screen before they touch a client ticket, then trains on your brand before going live.
Experience check
Applicants need at least a year of customer service experience and hands-on time in a helpdesk like Zendesk, Gorgias, Freshdesk or Intercom.
Language and typing tests
We test written and spoken English and typing speed, so replies read naturally and calls sound confident.
Mock tickets
Candidates answer realistic customer emails using a real brand's policies: a refund request, an angry customer, a confusing charge. We grade them on accuracy, tone and judgment.
Training, then your training
New hires learn our support standards and common platforms like Zendesk and Shopify. Then we turn your materials into custom lessons and quizzes before they start on your queue.
Your managers
The people running your team.
Our leadership team in the Philippines runs day-to-day operations for every account.
Michael FeinbergCEO
Ruvel BatuPhilippines Country DirectorFAQ
Common questions.
How does pricing work?
We bill hourly per person under a simple statement of work sized to your needs. You're billed only for hours worked, and you can add or reduce people as your needs change, with no long-term commitment.
How quickly can people start?
Once we have your training materials, we can generally onboard new agents within a week.
What hours can you cover?
Our team works overnight shifts in the Philippines, so they're online during US business hours. Tell us the coverage you need and we'll build a schedule around it.
Which tools do they use?
Yours. Our team works inside your helpdesk (Zendesk, Gorgias, Freshdesk, Intercom and others), your ecommerce platform and your Slack.
How do you measure quality?
Every account has an experienced ResolvedCX manager overseeing quality. QA is tailored to each client: we agree what gets reviewed and how often, and can run regular reviews of each agent's tickets if you want them. Your data stays in your own helpdesk, and we provide reporting on request.
Get started
Let's build your support team.
Tell us about your channels and ticket volume. We'll come back with a proposed team and a plan to have agents trained and live.
michael@resolvedcx.com