Print-on-demand key accounts
A German print-on-demand company
Live since September 2025; about 850 Slack conversations in the first full month
Customer support
Every customer answered in your voice by UK-managed people, evenings and weekends included.
Suits online shops, subscription brands and food businesses, and any founder-led business where customer messages arrive faster than the team can answer them. A team across several countries and time zones, managed from London.
What we take on
- First-line replies by email, live chat, social media DMs (Facebook, Instagram) and WhatsApp, in your voice, using approved macros and templates.
- Phone answering in or out of business hours, through your phone system or a UK number. No card details taken.
- Order help: where is my order, address changes, delivery date changes, swaps, pauses, cancellations, returns and reships.
- Courier chasing, replacement boxes and carrier claims.
- Refunds, credits and replacements against a decision tree you approve, with a weekly goodwill total.
- Review replies, with unhappy reviewers contacted privately first.
- Proactive work in quiet periods: checking tracking for problems before customers notice, updating the FAQ, tagging feedback themes and preparing the weekly report.
- Working behind an AI chatbot: answering what the bot cannot, and checking what it promised.
Who does what
Bots do the repetitive work. A person checks, decides and says yes, and nothing goes out without it.
Human
Replies and applies your refund rules.
Bot
Sorts, tags, drafts and checks tracking before customers chase.
Never alone: Send a reply, give a refund.
Who says yes: You, on the rules themselves, refunds above your limit and anything unusual.
A task, from start to finish
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.
- 07:05Bot
It drafts replies to the common questions. It cannot send any of them.
- 07:20Human
Our person reads each draft, checks the order and applies your refund rules, in your voice.
- 07:40You
A refund above your limit, or anything unusual, waits for your yes.
- 07:55Human
Our person sends the replies, chases the courier and logs what was done.
- 17:30Human
Our person sends you an end-of-day note: what was done and what is still pending.
Tools we work in
If we don’t know your tool, we learn it in the training week.
- Intercom
- Zendesk
- Freshdesk
- Freshchat
- Chatwoot
- Gorgias
- Slack
- WhatsApp Business
- Shopify
- WooCommerce
- Trustpilot
- Courier portals
- HubSpot, Zoho, Pipedrive or your own CRM
Typical targets
Typical targets we agree with clients: live chat and phone picked up within 2 minutes, email and social first reply within 15 minutes, urgent issues acknowledged within 10 minutes, and reviews answered within 24 hours. Always agreed per client.
Proof
For a print-on-demand company, our people checked orders for out-of-stock items and address problems, so issues were caught before customers complained.
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
Industries where this matters
Questions people ask
Will customers know it’s outsourced?
Only if you want them to. Our people work inside your tools, under your brand and with a name you choose, following your templates.
An outsourced team won’t get our tone. How do you handle that?
Tone is something we document and train, not something we hope for. In the first week we build a brand-voice pack from your best replies, and your team reviews our replies during the trial. You can read every transcript before deciding.
Can you handle our complicated cases?
Tell us the hardest case you had this month. We’ll show you how we’d handle it, and we write clear rules for what our person decides and what comes to you. Anything outside the rules, like legal threats, food safety or big refunds, is escalated the same day.
Is this just AI? Why not use a chatbot?
No, you get real, trained people. AI is a tool they use: it sorts messages, tracks deliveries and drafts replies, so they’re faster and more accurate. A person handles every customer conversation, and nothing goes out without a human yes.
Can you work behind our chatbot?
Yes. We answer what the bot cannot and check what it promised. Most clients keep their own team and add us for the volume, the hours and the repetitive work.
Where is your team?
A team across several countries and time zones, managed from London. That’s how we cover evenings, weekends and 24/7 at one rate. Once we’re discussing a proposal, we’ll share the specifics.