01 · Virtual Customer Care
Helpdesk and Ticketing
Every request captured as a ticket with an owner, a deadline and a visible status.
Services
Virtual Customer Care
A trained support team answering your customers on every channel, in your name and tone.
Showing 1 of 5
- 1Learn your product
- 2Set service levels
- 3Staff the channels
- 4Resolve and escalate
- 5Report weekly
A trained team answering your customers by phone, email, chat and WhatsApp under your brand - with an AI assistant handling the repetitive questions and a person taking anything sensitive.
- Unified inbox with conversation threading across voice, email, chat and business messaging.
- Service levels, escalation matrix and backlog ageing controls agreed in writing.
- Grounded AI answering from an approved knowledge base, with warm handover to a person.
- CSAT and first contact resolution measured with response rates reported.
- Quality assurance sampling against a written rubric, feeding individual coaching.
- SLA
- The agreed time within which a request is answered and resolved.
- First contact resolution
- Finishing the issue without the customer coming back.
- Escalation
- Passing an issue to someone with more authority or knowledge.
- CSAT
- A short survey score of how satisfied the customer was.
Explore Each Part of This Service
Helpdesk and TicketingEvery request captured as a ticket with an owner, a deadline and a visible status.Omnichannel SupportPhone, email, chat, WhatsApp and social handled by one team with one history.AI-Assisted Support with Human EscalationAn assistant answers the repeatable questions instantly; a person takes the rest.After-Hours, Overflow and Seasonal CoverCover for the evenings, weekends and busy weeks when your own team cannot answer.Quality, Training and ReportingService measured honestly, coached deliberately, and reported to you every week.
ARRIXBusiness Communications & Contact CentreQualified demand
Business Telephony & Managed Voice Services
Improve business reachability.
Start with: Discovery, an approved numbering and routing plan, configured voice platform, user setup, test evidence, administrator guidance, and support transition.
ARRIXBusiness Communications & Contact CentreQualified demand
Contact Centre & Customer Interaction Services
Improve customer response.
Start with: Interaction and queue plan, configured contact-centre platform, IVR and routing, agent setup and training, service-level reporting, and support transition.
Contacts answered inside target91%
Issues resolved at first contact76%
Weekly reports delivered100%
These are the areas clients most often ask us to improve. Your project sets its own targets, measured and agreed with you.
Not Sure Which One Fits?
Tell us the problem in your own words and we will point you to the right starting point.