SLA-managed email response and ticket handling. The cleanest, lowest-noise way to take support off your plate.
Five hours a day in support email. The cost is whatever you would have shipped instead.
Auto-responders that frustrate paying customers and shred NPS.
Reps who copy-paste from a knowledge base they have never read.
No upsells. No hidden seats. The list below is what you get the day the rep starts.
One Operator on your account, full-time, every business day. Email response, ticket triage, escalation routing, internal handover notes. Operator works inside your helpdesk, your tags, your views. No tool switching, no context loss between shifts.
First response time, resolution time, ticket aging buckets, SLA hit rate. Reported daily by 6pm in your time zone. Trend lines week-over-week so SLA drift is visible before it turns into a customer complaint.
Operator trained on your voice in week one off your last 50 sent emails. Krug-style clarity (Don't Make Me Think): one answer, no jargon, no apology theater. Tone scored weekly until consistent, then sampled monthly.
We audit your top 20 ticket types in week one and build a tested macro for each. Variables for customer name, plan, order, status. You own every macro outright. New ticket types get new macros at weekly review.
Zendesk, Intercom, Freshdesk, HubSpot Service Hub, Help Scout, Zoho Desk, Front. We use your stack, your views, your tags, your automations. Operator shows up in your helpdesk on day one ready to work, not asking you for setup help.
Underperformers replaced inside 2 to 3 weeks at no cost. The SLA hit rate and tone score thresholds are in writing in your MSA. New Operator ramps faster because the macros are already built and the playbook is already locked.
In week one we pull your last 90 days of resolved tickets and cluster them into the top 20 ticket types you actually see. Each cluster becomes a tested macro: greeting, acknowledgment, answer, next step, sign-off. Variables for customer name, plan, order ID, status. Tone calibrated against your last 50 sent emails so the macros sound like you, not like a script. By day eight you have a permanent asset that lives in your helpdesk and you own outright. If you ever cancel the service, the macros stay. That alone tends to pay for the first three months of the engagement.
Sixty-minute onboarding with Justin, Yolande, and your point person. We map your products, pull your top FAQs from the last 90 days, capture escalation rules and refund authority limits, and take your last 50 sent emails to calibrate tone. You hand over 5 to 10 example tickets the Operator should handle solo.
Seven business days to live. Macros for the top 20 ticket types written and tested. Helpdesk integrated. Escalation routes wired into Slack or email. Tone calibrated against your sent-email sample. Yolande runs 10 mock tickets against the Operator before any real customer sees a reply.
Day one the Operator picks up the queue. SLA tracking starts immediately. Daily report at 6pm in your time zone. Slack channel open with Yolande and Justin for escalations. Week one we focus on holding the 4-hour SLA floor before we add new ticket types to the Operator's queue.
Weekly Friday review. Macros refined off live recordings of customer reactions. New ticket clusters get new macros. Top recurring issues get clustered and reported back so your product team can fix them at source. Weak replies get coached Tuesday, retested Wednesday.
Three blocks, US-aligned. Email work is steady, not spiky, so the day is built around queue depth and SLA aging.
Backlog sweep. Overnight tickets triaged by SLA aging. Low-effort tickets cleared first to drop FRT. Complex tickets routed for research or escalation. Yesterday's escalations checked for response from your team and customer follow-up sent if cleared.
US Eastern queue opens. Highest inbound volume of the day. Operator works in 50-minute focus blocks, deploying macros, customizing variables, escalating anything outside the playbook inside 30 minutes. Every reply gets a quality check before send.
Final SLA push. Anything aging past the 4-hour floor gets cleared. Daily report compiled (volume, FRT, RES time, SLA hit rate, escalation count) and delivered to your inbox. Yolande does QA pull at 8pm. Handover note written for the next shift.
Same head of care across inbound and email. One operating model, one quality bar across all support channels.
Justin Power is on every account. Every kickoff. Every escalation.
They cleared 14 days of backlog in three days, then held SLA at 4 hours for the next six months. We never reopened that distraction loop.
One operating model. Trained reps, daily reports, weekly strategy, QA listening, and a founder on the account.