Email Support
Every email answered quickly, accurately and in your brand voice, so no customer waits in an inbox.
Our email support agents manage your helpdesk queue end to end: order questions, returns, billing and escalations, all tracked against response-time targets.
How we help with Email Support
- Ticket Management. Triage, tagging and prioritization so urgent emails are handled first.
- Order & Account Support. Order status, address changes, billing and account questions.
- Returns & Refunds. Returns, exchanges and refunds processed within your policy.
- Macros & Templates. A library of on-brand replies that keeps answers fast and consistent.
- Escalation Management. Clear escalation paths to your team for complex or sensitive cases.
- Multilingual Support. Support in English and additional languages for international customers.
What you get
- Agreed first-response SLAs
- Inbox zero every shift
- Macro and template library
- Escalation playbooks
- Weekly ticket reports
- Monthly improvement reviews
Technologies
Gorgias, Zendesk, Freshdesk, Help Scout, Gmail & Outlook, Shopify, ReCharge, Loop Returns
Email Support questions
What response times can you offer?
We agree first-response and resolution targets with you during onboarding, based on your volume and coverage hours.
Can you use our existing helpdesk?
Yes. We work inside your current helpdesk, or help you set one up if you do not have one.
How do you handle refunds?
Agents follow your refund policy exactly and escalate anything outside it for approval.