Customer Service That Keeps Customers
We learn your voice, your products, your quirks. Then we handle the inbox so you can stop firefighting and start growing.
UK-based team. Real hours. Real answers.
The Problem
Customer Service Shouldn't Be Your Second Job
You built this brand. The question is how long you can keep being its entire customer service department too.
- 50 emails before coffee
- You wake up to 50 emails before you've had coffee. Every day starts on the back foot.
- Outsourcing gone wrong
- You tried outsourcing once. They sounded like robots and made your brand look cheap.
- Unanswered questions, lost sales
- Questions go unanswered in the chat widget – and every unanswered "does this come in blue?" is a lost sale.
- Putting out fires
- You know customers keep complaining about the same thing, but you don't have time to spot the pattern. You're just putting out fires.
- Founder in the inbox
- You're the founder. You spent four hours yesterday tracking a lost parcel. That's not a good use of your time.
The Hidden Cost of "I'll Get to It Later"
You paid £50 to acquire that customer. Losing them because it took three days to answer a return request isn't just bad service. It's expensive.
78%
Buy from whoever responds first
78% of buyers choose the first vendor that responds. Industry average? 42 hours. Every hour you're slow, someone else is fast.
47%
Abandon carts over unanswered questions
47% of customers abandon carts because nobody answered their question. "Does this come in blue?" left hanging is money walking out the door.
40%
Of tickets are repeat issues
40% of support tickets are the same problems recurring. You're not solving issues – you're just handling them, over and over.
The Solution
Customer Service That Actually Understands Your Business
We handle your customer emails, chats and calls – after spending time learning your products, your tone, and the answers your customers actually need.
- The Answer Pool
- We don't wing it. We build a living knowledge base from your past tickets, your FAQs, your product quirks. It gets smarter over time.
- Your Voice, Not Ours
- We learn how you talk to customers. Formal or friendly. Emoji or no emoji. We match your tone so replies feel like they came from you.
- Where Your Customers Are
- Email, live chat, phone – we meet customers where they already are, not in some clunky ticket portal.
- Patterns, Not Just Replies
- We don't just clear the inbox. We spot the trends – "15% of tickets are about sizing on Product X" – so you can fix problems at the source.
We Answer Our Own Phones Too
We run customer service for our own eCommerce brands. And we learned something that changed how we think about support.
We added a phone number to the site. No time limits on calls. If a customer wanted to talk for an hour, we talked for an hour.
On paper, those calls weren't profitable. But the lifetime value told a different story. Those customers came back. They told their friends.
They became the kind of loyal that no Meta ad campaign can buy.
That's the philosophy we bring to your brand. Customer service isn't a cost to minimise. It's a relationship to build.
The Results
What we've achieved
The Journey
How We Become an Extension of Your Team
We don't just answer emails. We learn your business, your voice, and your customers. Here's how we build a customer service operation that feels like you.
FAQs
Everything you need to know about working with us. Can't find the answer you're looking for? Let's chat →.
- What systems do you work in?
- We've used Zendesk, Missive, shared inboxes – there's no one-size-fits-all. We work with whatever makes sense for your customers and your workflow.
- Will I lose control of how things are handled?
- No. You set the guidelines. We handle the volume. You can see everything, jump into any conversation, and we escalate anything that needs your input.
- What if you can't answer something?
- We ask. We're not afraid to say "let me find out" and come back with the right answer. We don't make things up.
- How do you handle complaints or refunds?
- By the guidelines you set. Most clients, we'd suggest being generous here – it keeps customers coming back. But it's your call.
- Can I just use you for customer service on its own?
- Honestly? No. We've found we can't deliver the quality we want unless things are joined up. When your customer service team can walk into the warehouse, or talk to the web team, everything works better. We take on customer service as part of a broader relationship – fulfilment, website, marketing – because that's where the real value is.
- Isn't it cheaper to just hire a VA?
- Possibly. But a VA needs managing, training, and covering when they're off. We provide a managed outcome with redundancy. And when customer service sits alongside fulfilment and web under one roof, you get joined-up thinking that a standalone VA can't offer.
What Happens After You Get in Touch
No pitch deck. No pressure. Just a straightforward conversation to see if we're a good fit.
We Talk
A conversation about your customers, your products, and what's currently eating up your time. No sales pitch – just figuring out if this makes sense.
We Listen
We dig into your past tickets, learn your tone, and build your Answer Pool. This is the foundation.
We Shadow
We draft responses. You approve them. Nothing goes out until you're confident we sound like you.
We Take the Weight
Routine tickets come to us. You get time back. And you get insight reports showing what's really going on with your customers.