CUSTOMER
SUPPORT
There are two kinds of customer support;
- The first, the easy one, is about keeping the inbox clean.Tickets in, tickets out. “Sorry for the inconvenience.” “We’ll get back to you soon.” Maybe a help centre, if you’re fancy.
- The second is different. It’s the kind of support that actually shapes the business. The kind that listens, learns, and evolves with your customers. It doesn’t just solve problems — it prevents them.
Our focus isn’t on improving reply speed.
Your Customer Support exists to retain customers, keep them happy and up for buying again and to handle the day-to-day that needs doing. Our goal is to make the customer feel heard, automate things that take time and have your customer support agents focus on cases they haven’t encountered yet.
Chapter 1:
Optimise SOPs
Support chaos usually hides behind words like “we’ll figure it out” or “just forward it to me.” Which translates to you hiring more customer support agents when the business is expanding.
Instead, why not build systems that make sense: clear, repeatable processes that anyone on your team can follow without needing a 12-tab browser and a prayer. From auto responses, to response template flows and escalation paths your SOPs become the map that keeps everyone aligned.
And remember - Good SOPs don’t just make agents happier, they also kill confusion.
Chapter 2:
Improve CRM
Is your CRM mostly a graveyard of old tickets? For every company that manages to avoid this, there are a thousand companies that pile old tickets like they’re worth investing into.
If a CRM isn’t a helpful tool to help, then it’s a burden.
So, let’s redefine it by cleaning data, integrating tools, and designing workflows that let your agents actually see the customer — not just their last complaint. Because when you know who you’re talking to, support stops being reactive and starts being personal.
Let’s turn your CRM into something your team loves opening — not something they curse before their morning coffee.
Chapter 3:
Automate Menial Work
No one joins customer support dreaming of sending tracking numbers all day.
Our usual focus is simple;We take the grunt work — refunds, password resets, “where’s my package?” — and give it to smart systems that handle it instantly, reliably, and politely.
Your customer support requires less manpower.Your customers get answers faster.Support becomes less about firefighting and more about building trust.
CUSTOMER SUPPORT
There are two kinds of customer support;
- The first, the easy one, is about keeping the inbox clean.Tickets in, tickets out. “Sorry for the inconvenience.” “We’ll get back to you soon.” Maybe a help centre, if you’re fancy.
- The second is different. It’s the kind of support that actually shapes the business. The kind that listens, learns, and evolves with your customers. It doesn’t just solve problems — it prevents them.
Our focus isn’t on improving reply speed.
Your Customer Support exists to retain customers, keep them happy and up for buying again and to handle the day-to-day that needs doing. Our goal is to make the customer feel heard, automate things that take time and have your customer support agents focus on cases they haven’t encountered yet.
Chapter 1:
Optimise SOPs
Support chaos usually hides behind words like “we’ll figure it out” or “just forward it to me.” Which translates to you hiring more customer support agents when the business is expanding.
Instead, why not build systems that make sense: clear, repeatable processes that anyone on your team can follow without needing a 12-tab browser and a prayer. From auto responses, to response template flows and escalation paths your SOPs become the map that keeps everyone aligned.
And remember - Good SOPs don’t just make agents happier, they also kill confusion.
Chapter 2:
Improve CRM
Is your CRM mostly a graveyard of old tickets? For every company that manages to avoid this, there are a thousand companies that pile old tickets like they’re worth investing into.
If a CRM isn’t a helpful tool to help, then it’s a burden.
So, let’s redefine it by cleaning data, integrating tools, and designing workflows that let your agents actually see the customer — not just their last complaint. Because when you know who you’re talking to, support stops being reactive and starts being personal.
Let’s turn your CRM into something your team loves opening — not something they curse before their morning coffee.
Chapter 3:
Automate Menial Work
No one joins customer support dreaming of sending tracking numbers all day.
Our usual focus is simple;We take the grunt work — refunds, password resets, “where’s my package?” — and give it to smart systems that handle it instantly, reliably, and politely.
Your customer support requires less manpower.Your customers get answers faster.Support becomes less about firefighting and more about building trust.