Outsource your support, without losing your brand.
We operate your multi-channel customer support — email, chat, phone — as a natural extension of your team. Under your name, with your tone, respecting your SLAs. You keep the strategy, we take execution.
When outsourcing is the right answer
Outsourcing isn't a default, it's an operational choice. It makes sense in specific contexts:
- Highly seasonal volume that doesn't justify permanent hiring (e-commerce, hospitality, tourism — × 3 to × 8 spikes)
- SMBs and startups where the founder spends 2h/day on support instead of growing the business
- Hyper-growth scale-ups needing immediate capacity without time to hire (3 months for hiring vs 4 weeks to start with us)
- European expansion with ad-hoc multilingual needs that don't justify a dedicated per-market team
- Extended coverage (weekends, evenings, holidays) without dealing with the specific HR constraints
Conversely, if your support is core product (very technical SaaS where support is a marketing moment) or if you already have a stable, performing team, outsourcing can dilute quality. We'll tell you straight.
What makes us different from classical call centers
The support outsourcing market is dominated by 2 archetypes: large call centers (Comdata, Webhelp, Sitel) treating tickets as volume, and crowd moderation platforms operating at scale. Our approach is different by design:
A single point of contact, who knows your brand
No anonymous call center with 50 rotating people. You work with one main contact who invests in your brand, tone, products. Your customers don't know we exist — they think they're talking to your internal team, because they technically are.
Under your brand, your domain, your tone
Replies go from support@your-brand.com, with your signature, your typographic style. Agents use first names defined with you (real or pseudonyms — your choice). No client ever sees a "ClientWise" mention.
Co-written macros, not standardized templates
We co-author with you a library of 30 to 80 reply templates covering 70-80% of your cases. Each macro is validated by you before first use. No mass production — each response is tailored to the human.
SLAs differentiated by customer segment
A VIP client (large B2B account, long-time subscriber) shouldn't be treated like a new prospect. We set up a differentiated SLA grid you validate: first response time < 30 min for VIPs, < 2h for standard customers, < 8h for administrative requests — for example.
Our 4-phase ramp-up
Starting outsourced support without breaking the existing customer relationship requires method:
- Phase 1 — Immersion (Week 1): read the last 200 customer interactions, interview your current support people, map products and policies, define brand tone in writing
- Phase 2 — Tooling & macros (Weeks 2-4): joint helpdesk selection, configuration of workflows and SLAs, co-writing 30-50 macros validated by you
- Phase 3 — Progressive handover (Month 2): ramp from 30% to 100% of volume under your supervision, daily 15-min sync
- Phase 4 — Steady state (from Month 3): 100% of L1, escalation on identified sensitive cases, weekly check-in, monthly strategic review
Pricing and commitment
| Format | For whom | Volume/month | Price |
|---|---|---|---|
| Essential | SMBs / solo | up to 500 tickets/mo | 1,990 € excl. VAT / week |
| Growth | Startups, scale-ups | 500-2,000 tickets/mo | 3,500-6,000 € / week (indicative) |
| Custom | High volume, multilingual | 2,000+ tickets/mo | On request |
Exit clause: after the initial 3 months, the contract is terminable with 30-day notice, no fees. At exit, you keep tool, macros, knowledge base and handover dossier — for free, in writing.
FAQ
Will my customers notice? Our #1 obsession. We operate under your brand, from your domain, with your tone. No client knows an external provider is involved — unless you want them to.
How is quality measured? Three mechanisms: (1) post-resolution 1-question CSAT survey, scores in real-time; (2) weekly random sampling of 10 conversations rated against a shared grid; (3) deep monthly review of negative verbatims.
What channels do you handle? Email, web chat, social messaging (Instagram, Facebook, LinkedIn), WhatsApp Business. Phone possible with specific framing. We don't handle public social media (that's community management — a different craft).
And foreign languages? French and English as standard. German, Spanish, Italian, Dutch with specific framing depending on volume.
Let's start with a conversation.
30 minutes to understand your context, volumes, constraints — and see if outsourcing is really the right answer for you.
Book a call