Contact centre
We answer your technical support line
Your product works. Most of the calls about it are the same eight questions, and they are eating the people who should be building the next version.
Context
What this covers
A technical support line is a different animal from a general enquiry line. The caller has already tried the obvious thing, they are usually mid-problem, and a message taken and passed on means they wait twice and explain twice.
We staff that line. Password resets, account lockouts, connectivity and device problems, configuration questions, the known issue with a known workaround — the volume that makes up most of a support queue gets resolved on the call rather than logged for someone else. Anything genuinely novel goes to your engineers with the diagnostic work already done.
Two kinds of business buy this. Software and hardware companies whose support volume has outgrown the founders answering it, and internal IT teams drowning in first-line tickets from their own staff. The work is the same either way: we answer, we resolve what is resolvable, and we hand over cleanly when it is not.
Scope
What is included
- Phone, email, and chat answered under your name
- Resolution against your runbooks, not just message-taking
- Escalation to your team with the diagnostics already gathered
- Ticketing in your platform, so your reporting stays intact
- Business hours, after hours, or overflow only
- Volume and resolution-rate reporting by category
Detail
What we need from you to start
Your runbooks, or an afternoon with whoever currently answers these calls so we can write them. That document is usually the first time a business sees its own support process written down, and it is worth having whether or not you outsource the line.
After that the work is ours. You review the monthly summary and tell us where the answers should change.
Delivery
Canada or Global
Both delivery tiers are available, and this is the one where Canada is usually the answer. Technical support calls involve staff accounts, access, and whatever is on the screen when someone calls for help — the kind of information that shows up in vendor security reviews and residency clauses. Global is available where your own contracts genuinely permit it.
FAQ
Questions people ask
How is this different from your general customer support?
Scope and the people on the line. General support answers questions about your business; a technical support line diagnoses problems with your product or systems. The agents work from your runbooks and are expected to resolve, not just capture, which means the training investment up front is larger and the resolution rate is what we report on.
Can you work in our ticketing system?
Yes, and it is usually the right answer. Your reporting, your SLAs, and your history stay in one place rather than being split across two systems and reconciled later.
Do you white-label?
Yes. Several arrangements are exactly that — answering a partner’s support line under their brand, on their runbooks, so they can offer coverage hours their headcount does not support.
What share of tickets get resolved on first contact?
It depends entirely on your product and how complete your runbooks are, so we will not quote you a number before measuring yours. What we will do is report it monthly from the first month, so the figure you get is your own rather than a marketing average.
Related
Next step
Find out what this would look like for you
A 20-minute call. We ask what breaks, what it costs you, and who handles it now. If we are not the right fit we will say so.