Customer support
Every customer answered in your voice by UK-managed people, evenings and weekends included.
Your food earned the five stars. Don’t let the inbox lose them.
Courier failures, weekend cancellations before the Monday production run, refund requests and review replies. We cover them inside your helpdesk, with refund rules you set and a delivery-delay check that catches problems before customers complain.
Sound familiar?
- The food was never the problem. The waiting was.
- Nobody starts a food business to chase couriers.
- A courier fails on a Friday evening, and your customers find out before you do.
- Refund requests land on you, because there is no written rule that lets your team say yes.
- Every unanswered review is a conversation happening without you.
- Weekend cancellations have to land before the Monday production run.
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.
Evenings, weekends and 24/7 cover
Cover the hours you can’t, at the same rate.
Back office and admin
The admin gets done, the same way every time.
Order management
One person shouldn’t be holding all twelve steps.
Monitoring: cold rooms, alarms and building alerts
Eyes on your alerts around the clock, with written rules for every one.
A day in the life
An example day
- 07:00Bot
The bot reads the messages that came in overnight, sorts and tags them, and checks courier tracking for parcels that are stuck.
- 08:00Bot
Saturday. A courier fails a whole delivery round. The tracking check shows which parcels are stuck, and the bot drafts replies to the common questions. It cannot send any of them.
- 08:15Human
Our person reads each draft, checks the order against your refund rules and sends the reply in your voice.
- 08:30Human
Our person chases the courier, arranges replacement boxes and starts the carrier claims.
- 09:00You
A refund above your limit, or anything unusual, waits for your yes.
- 16:30Human
Our person makes sure the weekend’s changes and cancellations reach fulfilment before your cut-off.
- 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 supplier invoices to deliveries and prepares the batch; never pays anything; your bookkeeper ticks it.
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 people who asked about a table or an event, says she is an AI assistant and takes their details. She promises nothing; a person from our team reads every call and follows up if the guest asks.
Never alone: Promise anything, give a price or say she is a person.
- Bot
Egg
Bot manager
In your business: Checks each morning that the booking, review and stock bots all ran and stayed in budget; any change waits for the owner.
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
Nora
Project manager
In your business: Keeps the menu change or refit on track: one owner, one date per task, a Friday note.
Never alone: Delete anything except its own duplicates; email anyone (each email needs a yes).
Tools we work in
If we don’t know your tool, we learn it in the training week.
- Intercom
- Zendesk
- Freshdesk
- Gorgias
- Slack
- WhatsApp Business
- Trustpilot
- Google reviews
- Courier portals
- Xero
- QuickBooks
- Your own monitoring and alarm systems
Proof
For a London commercial-kitchen group, which rents kitchens, cold rooms and storage to food businesses, we run a 24/7 support and monitoring desk. In year one, our people handled 6,000+ cold-room alerts and entered 1,900+ invoices.
24/7 support and monitoring desk
A London commercial-kitchen group
6,784 hours in year one, 6,000+ cold-room alerts, 1,900+ invoices, now in year three
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
What happens when a courier fails a whole round?
Our people chase the courier, arrange replacement boxes and start the carrier claims. A bot checks tracking and drafts the replies, a person sends them in your voice, and a refund above your limit waits for your yes.
Who decides refunds?
You do. You approve a decision tree, our people apply it, and you get a weekly goodwill total. A refund above your limit, or anything unusual, comes to you.
What do you do about allergen and food safety messages?
We acknowledge them within 10 minutes, agreed per client. Our person collects photos and the batch code, phones and messages your lead, and logs it. We never discuss fault or liability, and we do not give food-safety advice.
Can you watch our cold rooms overnight?
Yes. A bot watches temperature, door-switch and power alerts and filters the noise. A person decides whether it is a real fault, calls your engineer and follows up until the unit is back in range.
Can you catch weekend cancellations before the Monday production run?
Yes. Cover can run evenings, weekends and bank holidays at the same rate, and our people make sure changes reach fulfilment before your cut-off.
Who replies to our reviews?
A bot flags each new review and drafts a reply for our person. Our person checks it, contacts unhappy reviewers privately first and posts the reply in your voice.