Email, Chat and Social Support
Written support that sounds like your brand, on every channel.
Customers write to you by email, live chat, messaging apps and social media. We manage those channels together, answer in your tone of voice with British or American spelling as appropriate, and keep a single record of each customer conversation.
What changes for you
The outcomes this service is designed to deliver.
Quicker replies
Inboxes and chat queues are worked continuously during your agreed hours rather than in occasional batches.
A consistent voice
Agents write to an agreed style guide, so every reply sounds like it came from your company.
Nothing lost between channels
Conversations are recorded in one place, so a customer who emails and then chats is not asked to repeat themselves.
Scope
What is included.
- Shared inbox management
- Live chat on your website
- Messaging apps and text messages
- Social media replies and comment moderation
- Responses to public reviews
How automation and people share the work
Automation
- Drafts replies to common questions for agent review
- Answers straightforward chat questions directly
- Tags and prioritises messages by topic and urgency
People
- Review and personalise every sensitive reply
- Handle public complaints carefully
- Protect your brand voice in difficult conversations
The exact balance is agreed with you. Some clients prefer every conversation to be handled by a person.
How it runs
From first conversation to steady operation.
- 01
Agree your voice
We write a style guide with you covering tone, spelling and approved phrases.
- 02
Connect your channels
Inboxes, chat and social accounts are connected with appropriate permissions.
- 03
Set response priorities
We agree which messages are urgent and how quickly each channel is handled.
- 04
Review quality
Written replies are reviewed against your style guide and feedback is shared with agents.
A good fit for
Who this service tends to suit.
- Ecommerce and direct to consumer brands
- Travel and hospitality
- Subscription services
Related industries: Ecommerce and Retail, Technology and SaaS, Travel and Hospitality
Questions
Email, Chat and Social Support: common questions.
Will replies use British or American English?
Can AI reply to customers on its own?
Your customers deserve better. Let’s make it happen.
Tell us about your customers, your volumes and the hours you need covered. We will come back with a clear recommendation and a written proposal.