Clear the Inbox That Never Gets Cleared
Written support handled properly: accurate replies, tidy categorisation and a queue that does not quietly grow all week.
Final pricing depends on hours, shift timing, campaign difficulty, experience required and coverage. Telecom billed separately.
What usually prompts the call
The support inbox is everyone's job, which means it is nobody's job. Replies go out late, the same question gets answered five different ways, and complaints sit unanswered long enough to become reviews.
How this service works
Dedicated agents own the queue. They reply from approved templates and product knowledge, categorise consistently, escalate what needs a decision and keep response times inside the target you set.
What agents do
Scope is agreed in writing during onboarding. Agents work within it and escalate anything outside it.
- Customer email responses
- Helpdesk ticket handling and resolution
- Order, shipping and delivery questions
- Refund and return enquiries within your policy
- Account and access assistance
- Complaint handling and de-escalation
- Escalation of decisions that need your team
- Consistent categorisation and tagging
- CRM and customer-record updates
Ideal for
This service tends to fit businesses in the following positions.
- Teams with a support inbox measured in days, not hours
- Ecommerce brands handling order, refund and delivery email
- SaaS companies with a growing helpdesk backlog
- Businesses that need consistent written answers across a team
- Companies wanting overnight coverage so mornings start clear
What actually happens, step by step
Your version of this is agreed during onboarding — this is the shape it usually takes.
- Ticket arrives Email or form submissions land in your helpdesk and are picked up by the dedicated agent on shift.
- Classify The agent tags the ticket by type and priority using the taxonomy agreed during onboarding.
- Resolve Standard questions are answered from approved templates, adapted to the specific customer rather than pasted blindly.
- Escalate where required Refund exceptions, complaints and anything needing a commercial decision go to your named contact.
- Close and record The ticket is resolved, tagged and reflected in the customer record.
What you get back
Reporting is agreed during onboarding and built around what you will actually read. For this service it typically covers:
- Tickets handled and resolved
- Average first-response and resolution time
- Backlog trend across the week
- Ticket categories by volume
- Escalations and their reasons
Email & Ticket Support FAQs
How many tickets can an agent handle in a day?
A simple order-status queue and a technical troubleshooting queue behave very differently. Share a sample of your last week of tickets and we will estimate honestly rather than quoting a flattering number.
Will agents use our templates?
Yes. We work from your approved macros and templates, and flag gaps where a common question has no documented answer.
Can agents issue refunds?
Only within limits you define in writing. Many clients allow refunds under a set value and escalate anything above it. The rule is yours to set and ours to follow.
Can this cover overnight so our morning starts clean?
Yes. Overnight ticket coverage is one of the most common uses of a small two-agent crew, because the queue is worked while your own team sleeps.
Often combined with
Most crews cover more than one channel. Combining an asynchronous channel with a live one usually gets more from the same hours.
Live Chat Support
Agents staff your website chat, answer questions in the moment and capture the details your sales team needs.
From $2.99/hrCRM Management & Data Support
Agents keep your CRM accurate: data entry, deduplication, pipeline hygiene and reporting support.
From $2.99/hrCustomer Follow-Up
Agents run structured post-sale contact — check-ins, renewals, review requests and win-back campaigns.
From $5.99/hrAfter-Hours Support
Evening, overnight and weekend coverage across calls, chat and tickets.
From $4.99/hrCommon in these industries
Related reading
How Many Customer Support Agents Does My Business Need?
A step-by-step method for turning your contact volume and handling time into an honest agent count, including why the naive calculation understates it.
8 min readRead →In-House vs Outsourced Customer Support
What each model actually costs, what you give up, and the specific situations where in-house beats outsourcing regardless of price.
9 min readRead →How to Train an Outsourced Customer Support Team
The material to prepare before day one, a week-by-week training sequence, and the four mistakes that account for most failed onboardings.
9 min readRead →See exactly how this team gets built
Discovery, team design, agent selection, training, launch, QA, reporting and scaling — every stage has its own page.