01
Follow-the-sun coverage
24/7 staffing across voice, chat, email and social from Philippines hubs — paired with your model's deflection layer so humans only touch what humans should.
All servicesThe conversations your model deflects to a human.
98%
Blended CSAT across pods
< 45s
First response on chat
3 wks
Average ramp to steady state
// What we operate
The capability set
02
Tone calibrated to your product
Every agent is trained on your style guide and product writing. We run weekly tone QA so responses read like your own team wrote them — because, functionally, they did.
03
Escalation that routes to humans
No ticket purgatory. Edge cases, billing disputes and trust-and-safety calls land with a named operator, not a queue — with full conversation context attached.
// What ships
Every pod ships with this on day one
- Named ops lead + senior agent pod
- Runbook authored in your repo
- Weekly QA scorecards + calibration calls
- CSAT, AHT and deflection dashboards
- On-brand macros and reply templates
- Crisis & VIP escalation protocols
// How we engage
Pilot to scale in four moves
01
Map
We shadow your existing CX, capture tone, edge cases and the quality bar we'll be graded on.
02
Staff
Senior operators only. No junior bait-and-switch. Credentialed against your runbook before go-live.
03
Loop
Daily QA scoring, weekly calibration, your team in the same Slack channel as ours.
04
Scale
Add languages, channels or volume without re-staffing — same ops lead, same standards.
// Where this lives
Industries already running this play
// Common questions
Before you ask
Can you match our existing tone of voice?
Yes — tone calibration is part of onboarding. We train on your style guide, past tickets and product writing, then audit weekly until variance is below 5%.
What channels do you cover?
Voice, live chat, email, in-app messaging, SMS, WhatsApp, Messenger, Instagram, X/Twitter, Discord and any custom channel reachable via API.
How do you handle escalations?
Tiered playbook authored with your team. Edge cases route to a named senior operator, then to your on-call engineer or trust-and-safety lead — never to a generic queue.
Spec a customer experience pod
Tell us your volumes, tooling and quality bar — we'll come back with a staffing plan and a price within 24 hours.
// Other services