Your customers
write and call.
We answer as you.
A complete customer service department covering the inbox, the chat widget, the ticket queue and the phones. South African talent, multilingual, and trained on your business before they answer anything.
Every channel your customers use, and most of it is written
Written support carries the bulk of modern CX volume. Email, chat, tickets and DMs are where most customers start, and where most of the work sits.
Email support
Full inbox ownership, from first reply through to resolution, in your tone and inside your SLA.
Live chat
Real people on your website chat, running several conversations at once and keeping every one of them human.
Help desk tickets
Zendesk, HubSpot, Freshdesk or whatever you run. Agents work in your queue, your macros and your tags.
Social and DMs
Instagram, Facebook, TikTok, X and WhatsApp, answered in public and in DMs at the speed social expects.
Reviews and marketplaces
Trustpilot, Google, app store and marketplace reviews answered properly, plus the buyer messages that come with them.
Voice
Inbound calls answered as your brand, covering bookings, order changes and anything a customer would rather say out loud.
Your customer service department. Your brand, our people.
Your agents sit together as one team, trained on your product, your tone and your escalation rules before they answer anything. They work in your systems, under your name, to your KPIs.
- Agents trained on your product before they answer anything
- Your tone of voice, your macros, your escalation rules
- Card details taken for bookings and orders run inside our PCI DSS scope
- Team leads and quality assurance included in the rate
- Most clients' customers never know the difference
Built for businesses whose customers get in touch all day.
Hospitality, e-commerce, telecoms, insurance, logistics, SaaS and utilities. If your customers contact you in volume, in more than one language, we have run a desk like yours.
Answering is the easy part. Running the desk is the job.
Your team does the replying, and everything that keeps the replies good. Here is what a day on an Outsource-X support desk actually looks like.
Queue and SLA management
Tickets triaged and prioritised so first response times hold, and the backlog is worked down rather than left to build over a weekend.
Quality assurance and coaching
Team leads score real replies every week and coach on them, so tone, accuracy and grammar stay sharp as volumes grow.
Knowledge base and macros
Agents keep your canned replies, macros and help articles current as products change, and flag the repeat questions worth a new article.
Reporting and escalations
Weekly numbers on volume, response time and resolution, plus clear escalation paths into your team for anything that needs you.
Support that reads like it was written in-house
English your customers recognise
South African agents write in the English your customers already read every day. Emails, chats and ticket replies land clear, warm and correctly spelled, so a message from your support desk sounds like it came from your own office.
Eight languages, every one tested
Every agent passes a C1 test before going anywhere near your account. English, French, Portuguese, Spanish, Italian, Dutch and more, in writing as well as on the phone.
Experienced people, sensible rates
A customer support agent in New York costs around $3,400 a month in salary alone. The same budget in South Africa staffs a full written support desk with experienced people on it.
Industry churn runs at 30 to 37%. Ours sits at 7%.
The agent who learned your product in month one is still answering your customers two years later. It shows in the writing. Tone stays consistent, product answers stay accurate, and your macros and help articles stay current because the people using them keep them that way. New starters learn from a team that already knows your account inside out.
See your number before you talk to us
Put in your channel mix and your volumes and you will get a realistic monthly range for the desk, before anyone asks you for a budget.
Agents
How many seats you need
Channels
Email, chat, tickets, social, voice
Hours of cover
Your working day, or extended
Languages
English plus any of the other seven
Estimated monthly total
00 000
Before you ask
Do you handle written support as well as calls?
Written support is the larger part of most of our desks. Email, live chat, help desk tickets, social comments and DMs, plus reviews and marketplace messages. Voice sits alongside it rather than in front of it.
Do you work in our ticketing system?
Yes. Zendesk, HubSpot, Freshdesk, Intercom, Gorgias or whatever you already run. Agents work in your queues, your macros and your tags, so your reporting stays in one place.
How do you keep the tone consistent?
Team leads score real replies every week and coach on them. Agents keep your macros and help articles current, and because our churn sits around 7% the people writing to your customers this year are the same ones who learned your tone last year.
What does the hourly rate cover?
Recruitment, product training, salary, statutory contributions, the seat, equipment, connectivity, team leads and quality assurance. One all-in hourly rate, billed only when the agent is in the seat, whether they spend the day in the inbox or on the phone.
Which languages can you support, and how are agents tested?
Eight, including English, French, Portuguese, Spanish, Italian and Dutch. Every agent passes a C1 test before going onto an account, and written proficiency is tested as well as spoken.
What size companies do you work with?
From a single agent covering an inbox up to desks of well over a hundred. What actually matters is your contact volume and how many channels it arrives on. Send us a month of ticket and call numbers and we will size it properly.
Bring us your volumes. Leave with a plan.
Send us a month of ticket and call numbers and we will show you the desk we would build around them.