Understand
Before deciding what to build, we learn how the work actually gets done. We measure where things stand today and agree the KPIs this software should move.
Services
Customer support operations (BPO) and automation
We run your customer support, built around Zendesk. Because we see real tickets every day, we know what is worth automating. AI handles what it can, and people handle the rest with care. It is BPO that keeps automating while it runs, so the cost keeps coming down.
Who this is for
- Ticket volume has outgrown your team
- You can't keep up with hiring and training support staff
- You have Zendesk, but it was never set up or run properly
- Your team spends its time answering the same questions
- You want to try AI automation but don't know where to start
Common problems
Customers are kept waiting
Volume outpaces the team, and first response and resolution times keep growing.
The same answers, over and over
Common questions are still answered by hand, taking up your team's time.
Inconsistent quality
Answers vary from person to person, and knowledge isn't shared.
Outsourcing hides what is going on
Once support is handed off, you lose sight of what customers ask and where the real problems are.
What we deliver
Support operations (BPO)
We handle email and chat tickets following your rules and processes.
Zendesk design and setup
Ticket flow, triggers, macros, SLAs and the help center, designed and set up so they can be run.
AI automation
Ticket classification, draft replies and automatic answers to common questions, starting wherever AI can handle the work.
Integrations and apps
Connecting Zendesk to your core systems, e-commerce and CRM so agents don't have to switch screens.
Analysis and recommendations
Regular reports on what customers ask, and what should be fixed in the product or service.
How we work
From understanding your work to making the software stick and improving it — eight steps, with AI at every one. Hire us for all of it, or just the step you need.
Build
We build in short cycles and check each one against real work early, so the budget goes into what actually matters.
Grow
Software only creates value once it's in use. We make it stick, measure what changed, and keep improving — until your own team can run it.
Why work with us
KPIs before code
We agree what success looks like before we start, and check it in numbers after launch.
Product people, not order-takers
We build, ship and run our own products, so we think like the owner — and we'll push back on features that won't pay off.
Deep in your business
We learn how the work really happens before deciding what to build — including whether to build at all.
In use, running smoothly
Rollout, training, maintenance and improvement are part of the job. Software nobody uses creates nothing.
You're never locked in
We leave the know-how with your team. Keep us on, or take it over — your choice.
How we measure the result
When work gets faster, the time saved is quickly filled by other work — and unless someone measures it, the value the software created simply disappears. So we measure the same process before and after, and you can see exactly what changed.
- First response time
- Time to resolution
- Customer satisfaction
- Cost per ticket
- Share of tickets resolved by automation
FOR ENGINEERS
For engineers
Automate while operating
We don't try to automate everything on day one. We analyze real tickets and automate the frequent ones with settled answers first. AI replies start with a person reviewing them, and the scope grows as accuracy is proven.
Zendesk design
Ticket statuses and groups, triggers and automations, macros, SLAs and help center structure, designed together with your support rules.
Integrations
Using Zendesk apps, webhooks and APIs so that order and member details appear right in the ticket view.
Security
For remote work we use TrustDesk, our own secure remote workspace for customer service, to keep your customers' information safe.
Deliverables and handover
- Your full Zendesk configuration, with design documentation
- Support manuals and answer templates
- Regular reports with analysis and recommendations
- Handover and training, if you bring support back in-house
First step and contract options
Start by telling us about your ticket volume, the kinds of questions you get and your current team. From there we begin in one of two ways.
Ticket analysis
We analyze past tickets and set out what can be automated, the team you need and the expected cost.
Start with part of the work
We take on specific hours, channels or ticket types first, then expand as quality is proven.
Keep us, or bring it back
Once automation has lightened the load, you decide whether we keep running support or you bring it back in-house.
Frequently asked questions
Can we work with you if we don't use Zendesk?
Yes. We can help you set Zendesk up from scratch. If you use another tool, talk to us first.
Where can I learn more about your Zendesk work?
Our Zendesk pages cover operations, training and hiring in more detail.