Customer support desk: staffed, trained and connected
You have a system and your customers need help with it. We set up the whole support service for you: people, training, channels and processes, so your customers get answers and your key people get their time back.
Who it is for
- Companies with a product, a device or a software system whose customers need help every day.
- Owners and key specialists who answer customer calls themselves and have no time left for their real work.
- Businesses that sell in several countries and need support in their customers' time zones.
What we set up
- Support staff: we hire the people, in every time zone you need, and train them on your system.
- Channels: telephony, chat on your website and messengers, so customers can reach you the way they prefer.
- Knowledge base: clear answers to common questions, written together with your experts and kept up to date.
- Exam and certification: every support specialist passes an exam on your system before talking to your customers.
- Tiered support: several support lines. The first line solves most questions; harder cases go to the second line; only what really needs your experts reaches them.
What you get
The owner and the most valuable employees can rest and work at their own pace. Only the necessary minimum of questions reaches them, and they can handle those during their working hours, while the customer stays satisfied.
Why people, not AI
We love new technology, but we do not recommend handing customer support over to AI. In many markets an AI agent in place of a person looks like disrespect for the customer and is more likely to push them away than to help. Your customers deserve to talk to someone who knows your system.
How we work
- Understand. We learn your system, your customers and the questions they ask today.
- Build. We set up the channels, write the knowledge base, hire and train the team and agree on the support lines and escalation rules.
- Run and improve. Support goes live, and we keep the knowledge base and the training up to date as your system changes.
Frequently asked questions
Do you use AI chatbots instead of people?
No. In many markets customers see an AI agent in place of a person as a lack of respect, so we build support around trained people.
Which channels can customers use?
Phone, chat on your website and messengers. We choose the channels your customers actually use.
Can you provide support around the clock?
Yes. We hire support staff in all the time zones you need.
How do you make sure support staff know our system?
Through a knowledge base written with your experts, training, and an exam with certification that every specialist must pass before working with your customers.
How much of our own time will support take?
As little as possible. With several support lines, only the questions that truly need your experts reach them, during their working hours.
Want your customers looked after without losing your own time? Write to info@kuorelab.fi.