Customer Support & Service Desks
Omnichannel customer support across phone, email, live chat, and social media. SLA tracking, ticket routing, knowledge base management, escalation workflows — all built around your product and brand voice.
Channels covered
- Phone (inbound support + callback)
- Email (shared inbox workflows)
- Live chat (Intercom, Zendesk, Drift, Olark)
- Social media (Twitter/X, Facebook, Instagram, LinkedIn)
- SMS and WhatsApp (if supported in your stack)
What's included
- Knowledge base setup and maintenance
- SLA monitoring and exception alerting
- Ticket routing, tiering, and escalation
- Weekly CSAT/FCR/SLA reporting
- Coaching and continuous improvement cycle
Platforms
Zendesk, Freshdesk, Intercom, ServiceNow, Jira Service Management, Gorgias, Help Scout, Hiver, and most modern customer support platforms.