Customer support
Every customer answered in your voice by UK-managed people, evenings and weekends included.
A parcel stuck in a depot on Friday is a one-star review by Monday.
We answer your customers across your helpdesk and Slack, check orders before customers chase, handle returns and carrier claims, and add trained people for your peak.
Sound familiar?
- Your inbox is full of “where is my order?”
- Returns, reships and carrier claims eat your week.
- Customers find the stuck parcel before you do.
- A peak season arrives faster than you can hire.
- You are still answering customer emails at 10pm.
What we take on for you
Each job has a page of its own: what we take on, who does what and who says yes.
Review management
Every review answered within 24 hours, in your voice.
Back office and admin
The admin gets done, the same way every time.
Order management
One person shouldn’t be holding all twelve steps.
Credit control (payment follow-up)
Polite, persistent, on schedule.
A day in the life
An example day
- 07:00Human
Monday. The weekend queue, cleared before the team logs in. Over the weekend our people answered what came in, in your voice.
- 07:10Bot
The bot’s tracking check lists the parcels that are still stuck, so the person can reach those customers before they chase.
- 07:30Human
Our person contacts those customers in your voice, chases the carrier and starts a claim where one is due.
- 08:30You
A refund above your limit, or anything unusual, is waiting for your yes.
- 09:00You
Your team logs in to a queue that is already clear, with a note of what was done.
- 17:30Human
Our person sends you an end-of-day note: what was done and what is still pending.
Bots for your industry
These bots are from our own team, and each one has a job card. Here is what each would do in your business. A named person from our team approves what a bot prepares, and a bot acts on its own only after you say “go ahead with this kind of item”. That list is written down. What we would set up depends on your business, so we scope it with you on a call.
A bot earns trust one step at a time, and demotion is automatic. See how the trust ladder works
- Bot
Penny
Finance
In your business: Matches payouts to orders and supplier bills, and flags duplicates.
Never alone: Pay, delete or void anything; approve or email an invoice; email a supplier; put anything new in the books.
- Bot
Lucy
Phone calls
In your business: Calls back customers who asked for a call about an order, says she is an AI assistant and writes up the problem. She never promises a refund; a person from our team reads every call and follows up if the customer asks.
Never alone: Promise anything, give a price or say she is a person.
- Bot
Egg
Bot manager
In your business: Spots a missed order-email run or a cost spike and proposes the fix; changes nothing without a yes.
Never alone: Change any bot’s instructions, schedule or budget; move a bot up the trust ladder; create, retire or delete a bot; send, publish, buy or delete anything.
- Bot
Clyde
Engineer and analyst
In your business: Looks into why checkouts dropped and writes up a fix plan.
Never alone: Send, post, buy or delete anything; change another bot’s instructions, schedule or pause; start a new routine.
Tools we work in
If we don’t know your tool, we learn it in the training week.
- Shopify
- WooCommerce
- Gorgias
- Zendesk
- Intercom
- Freshdesk
- Slack
- Trustpilot
- Courier portals
- Mailchimp
- Xero
- QuickBooks
- Stripe (view only, no card handling)
Proof
For a German print-on-demand company, our people check orders for out-of-stock items and address problems, so issues are caught before customers complain. Replies go out the same day, with every pending item tracked to closure.
Print-on-demand key accounts
A German print-on-demand company
Live since September 2025; about 850 Slack conversations in the first full month
What it costs
You only pay for the hours we cover. The first week is free, and live work is charged from week 2.
One all-inclusive hourly rate, typically 38 to 40% less than the true cost of an equivalent UK hire. See what a UK hire costs
Questions people ask
A parcel is stuck in a depot. What do you do?
A bot checks tracking and spots stuck parcels before customers chase. Our person tells the customer in your voice, chases the carrier and makes the claim, and a refund above your limit waits for your yes.
Can you cover our peak season?
Yes. We train extra people ahead of known peaks such as January and Christmas, at the same rate. In a sudden spike, extra trained people normally join within an hour.
Can you work in Shopify and our helpdesk?
Yes. We work in Shopify, WooCommerce and helpdesks such as Gorgias, Zendesk and Intercom, and if we don’t know your tool we learn it in the training week.
What about returns and reships?
They are part of the job: returns, reships, swaps, address changes, delivery date changes, pauses and cancellations, all against the refund rules you set.
Do you chase failed subscription payments?
Yes. Failed-payment follow-up for subscription businesses is part of our payment follow-up service. Customers are sent to your own payment pages, and we never take card details.
Can you reply in our customers’ languages?
Every person works in English, and across the team we cover Arabic, French, Spanish, Italian, Turkish, Vietnamese, Tagalog and Hindi. German is handled with approved templates and translation tools. Tell us which languages your customers use and we will check with the team.