Frequently Asked Questions

We help businesses handle non-core but critical operations including customer support for applications, e-commerce platforms, digital products and remote business models – so you can focus on growth and revenue. We also offer consulting services and transparent pricing to match your needs.

We support a wide range of industries: software & SaaS companies, e-commerce stores, businesses selling digital products and remote/distributed teams. Whether you are just starting out or scaling up globally, we adapt to your size and model.

This refers to support for software applications (web, mobile and desktop) – handling user queries, onboarding, troubleshooting, feature requests, bug reports etc. Our team acts as your front-line support engineers or agents so your users get fast, high-quality help.

E-commerce support typically covers order processing, returns, product enquiries, live chat, payment issues, multi-channel enquiries (website, marketplace and social) and often 24/7 or multiregional coverage. We tailor our support to your specific e-commerce workflows so customers have smooth purchase and post-purchase experiences.

Digital products include downloadable items, subscriptions, SaaS, online courses, memberships etc. Support for these often involves license/key issues, access questions, refunds, content updates, integrations and user-help. We specialize in handling these nuances so your customers stay satisfied.

Remote businesses or distributed teams often have unique needs: global time-zones, asynchronous communication, scattered user base and multiple tools/platforms. We provide support that matches your remote model – multilingual, multi-channel, flexible shifts and we integrate with your remote workflows.

Outsourcing support allows you to reduce overhead (hiring, training and infrastructure), focus your team on strategic tasks, scale faster, access specialised expertise and deliver better customer experience. 

We aim to get things moving rapidly. After we receive the necessary access, documentation and your brand/customer guidelines, we can typically start the setup/pre-training in a short timeframe and schedule go-live as soon as you are ready.

We deploy well-trained agents, follow SLA (service-level agreement) standards, use quality-control checks (audit tickets, customer feedback and metrics) and integrate with your systems so nothing falls through the cracks. Accuracy, speed and customer satisfaction are key.

Our pricing is transparent and built to suit your needs – whether you are a small team or a fast-growing e-commerce business. We provide clear pricing tiers, no hidden fees and adjustments as you scale or change requirements.

No, we believe in transparency. Any setup or onboarding fees will be clearly communicated up-front. You won’t find hidden charges once the contract is signed.

Our consulting services involve assessing your current support/back-office setup, identifying gaps or inefficiencies, recommending improvements (tools, process and team structure) and helping you implement those changes. Think of it as strategic support operations design.

Ideal clients are those who recognise that customer support/back-office operations are vital for growth but want to free up internal resources to focus on core business. Whether you are launching an app, running an online store, selling digital products or managing a remote team – we are built to support you.

We take data security very seriously. We operate secure systems, access controls, encryption and comply with relevant regulations for your industry. When outsourcing your support/back-office, ensuring confidentiality and compliance is crucial.

Absolutely. We plan for peak workloads and have flexible staffing models to cover spikes. With advanced communication, we ensure your support operations remain smooth during high-volume events.

We track key KPIs such as response time, resolution time, customer satisfaction (CSAT), first-contact resolution, ticket backlog and quality audits. We provide reports so you can see how we are performing and where we can improve.

We have a feedback loop in place. If you are not satisfied, we review the issues quickly and proactively implement corrective actions. Our goal is a partnership – we succeed when you succeed.

Very customizable, we tailor workflows to your product, brand voice, escalation paths, knowledge-base, reporting structure and preferred tools (CRM, ticketing systems and live chat). We adapt to how you operate.

Yes – we work with many common tools and platforms. During onboarding, we map your existing tool stack and ensure seamless integration so support agents have access to what they need.

We are set up to serve clients globally – both in terms of time-zones and languages. Our model supports remote and distributed operations which aligns well with businesses selling digital products or operating internationally.

We offer flexible contract terms. Depending on your needs, you can choose monthly, quarterly or annual commitments. The specific term will be clearly laid out in our agreement.

Pricing depends on factors like volume of support inquiries, complexity of product, number of channels, language support, hours of coverage required (e.g., 9-5 vs 24/7) and any additional consulting or specialised tasks. Our pricing page breaks down standard tiers and we customize beyond that if needed.

It’s simple: contact us (via form or call), share your current support/back-office situation and goals and we will provide a proposal outlining services, pricing and timeline. Once agreed, we begin onboarding: access, training your team/agents and setting up workflows – then support goes live.