Customer support
Every customer answered in your voice by UK-managed people, evenings and weekends included.
You’re running a 24/7 operation with a 9-to-5 team.
We answer guest messages and booking changes, reply to reviews and cover the night, with a person checking what the bots draft.
Sound familiar?
- Guests message at night, and the reply waits for the morning.
- Booking changes arrive after the desk has closed.
- Messages from booking sites pile up between shifts.
- Reviews wait for a reply while the team is busy with guests.
- A peak season is coming, and the team is already stretched.
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.
Call answering and reception
Calls answered in your name by a person; enquiries answered in minutes.
A day in the life
An example day
- 22:00Human
Our evening person takes over from the day team and reads the handover report.
- 23:30Bot
A guest changes a booking and asks about parking. The bot sorts the message and drafts a reply from the FAQ we built with you. It cannot send it.
- 23:35Human
Our person checks the draft, makes the change inside your booking rules and sends the reply in your voice.
- 06:45Human
Our person writes the end-of-shift report: what happened, what was done and what is still open.
- 07:30You
You read the report when your day starts. A change outside your booking rules is waiting for your yes.
- 08:10Bot
The bot spots a new unhappy review, sorts it and drafts a reply in your reply style.
- 08:20Human
Our person reads the review and the draft, then contacts the guest privately first.
- 09:30Human
Our person checks the reply and posts it. The reply is logged.
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
Ada
Executive assistant
In your business: Sorts the owner’s inbox, drafts replies to suppliers and big bookings, tracks licence renewals.
Never alone: Send, reply to or forward any email; delete anything; write to shared calendars; accept or decline invites; message anyone; pay or renew anything.
- 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).
- Bot
Clyde
Engineer and analyst
In your business: Turns a month of till and booking data into a one-page report; changes nothing.
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.
- Your phone system, or a UK number
- WhatsApp Business
- Microsoft Outlook and Teams
- Google Workspace
- Slack
- Intercom
- Zendesk
- Freshdesk
- Trustpilot
- Google reviews
Proof
New for us. Here’s the closest work we’ve done. It is overnight and weekend cover. We run a 24/7 support and monitoring desk for a London commercial-kitchen group, in three 8-hour shifts. It started with weekend cover in May 2024 and is now in its third year.
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
A guest changes a booking late at night. Who deals with it?
Our evening person does, in your voice, using the FAQ we build with you. A bot sorts what arrives overnight so the person sees what matters first, and a change outside your booking rules waits for your yes.
Can you cover the hours our team is off?
Yes. Cover can run evenings, nights and weekends, or the whole clock, with a trained backup on every account.
Do you reply to guest reviews?
Yes. A bot flags new reviews and drafts a reply in your reply style. Our person checks it, contacts an unhappy guest privately first and posts it, and anything offered to the guest waits for your yes.
Will guests know if they are talking to a bot?
Yes, always. Any bot that talks to your guests says it is a bot at the start. Every conversation is logged and read by a person, and anything outside the bot’s rules waits for a person.
Do you take card details for bookings?
No. We never take card details by phone, chat or email, and guests are sent to your own payment pages.