24/7 Email Support Outsourcing
Email support teams for consumer brands in the US, UK and Australia, working inside your helpdesk around the clock.
Email support that keeps pace with volume
We answer your customers’ emails for you: order status, returns, refunds, billing and product questions, written in your brand’s voice. Our teams run email support for fast-growing consumer brands and DTC companies in the US, the UK and Australia, inside the helpdesk you already use, across every US time zone and in 11+ languages.
When ticket volume climbs across markets, channels and seasons, first responses slip, backlogs build and service levels are missed. An outsourced email team absorbs that growth without you hiring, training and scheduling more agents in-house, and you can start with a trial on a slice of your queue.
Brands on Shopify can see the full setup on our Shopify customer service page, and the wider picture is on the customer experience page.
98%
Average QA
Score
4.8
Average CSAT
Rating
up to60%
Cost Savings vs
In-house Teams
What our email teams handle, and how fast they reply
Most email volume falls into four kinds of work, and we cover all four: customer inquiries before and after purchase; orders and delivery, from tracking to missing parcels; returns, refunds, billing and subscription changes; and complaints and technical help.
Agents log in to your own helpdesk, including Zendesk, Gorgias, Re:amaze, Richpanel, Freshdesk and Intercom, and work with CRMs such as Salesforce and HubSpot, so your macros and reporting stay where they are.
AI and agents on the same inbox
Triage and routing
Each incoming email is categorized by type (order issue, refund, technical) and routed to the right agent, so urgent messages are not buried under newsletters and receipts.
Suggested replies
Agent-assist tools put the context and a suggested reply in front of the agent, who checks it against your brand's tone and edits it before it goes.
Automation with a human check
Repeat questions such as order status or a policy answer can be resolved automatically, with QA guardrails on the output, and complex issues go to an agent with the context attached. More on our AI customer support page.
A person on every reply that needs judgment
AI on its own answers the easy tickets and misses the hard ones. We use it to take routine work off agents, and automate 30 to 80% of repeat queries with QA guardrails.
Discovery, a playbook in your voice, a trial on your queue, then scale
From a few dozen emails a day to thousands
Up to 60% less than in-house
Measured against a fully loaded in-house agent: salary, benefits, recruiting, management, tooling and the seat sitting idle between peaks.
What that includes
Hiring, training, team leads, quality assurance and reporting, all inside the price.
Priced on coverage and volume
Hours of cover, daily ticket volume, the languages needed and how complex the tickets are set the number, so a quote follows a short call.
How the team is sized
A few dozen emails a day: a small team on your business hours. Hundreds: dedicated agents on shifts with a team lead. Thousands, or seasonal peaks: 24/7 shifts, automation on the repeat questions, and a team that can scale up to 200% within two weeks.
Start with a trial
A small team on a slice of your queue, with replies and quality scores you can read before you commit.
What you see first
Real replies, response times and quality scores, before a team size is fixed.
Why brands outsource email support
Email is where customers take their complex questions, because it leaves a written record both sides can go back to. That also makes it the channel that backs up first when a team is stretched. Outsourcing it changes three things.
Lower cost, same standard
No salaries, benefits, office space or extra software licenses for an in-house team. Our teams in India and the Philippines work where operating costs are lower, and brands save up to 60% against in-house.
Faster, more consistent replies
A team that only works the email queue answers faster, and every reply follows the same playbook and quality checks. Our average QA score across accounts is 98%, and our average CSAT is 4.8.
Room for peaks, around the clock
Agents are added for sales, launches and the holidays and released when volume drops, so you never pay for an idle team. Coverage runs 24/7 across Eastern, Central, Mountain and Pacific time, in 11+ languages.
Talk to us about your email queue
Tell us your volume and your helpdesk, and we will come back with a trial plan.
Email Support Outsourcing FAQs
Hiring an outside team to answer your customers’ emails on your behalf. The provider hires, trains and manages the agents, who work in your helpdesk, follow your policies and write in your brand’s voice. It covers inquiries, order updates, returns, refunds, escalations and back-office tasks such as order processing.
Agents, supported by AI tools, read every inbound email, answer routine questions from your agreed protocols and pass difficult matters to your team through an escalation matrix. It gives you round-the-clock cover without hiring staff in-house.
Cost and flexibility. You avoid the salaries, benefits, recruiting, training and tools an in-house team needs, and the team grows and shrinks with your volume. Brands save up to 60% against in-house, and you get trained agents, quality processes and 24/7 cover from the start.
Under one hour within business hours, and under two hours for clients with 24/7 coverage. The exact targets follow your coverage hours, ticket volumes and agreed service levels, and we adjust staffing through the day to stay inside them.
Usually faster. A team that works only your email queue, with ticketing and shift cover in place, clears backlogs that build up when in-house staff are pulled between tasks.
Through an escalation matrix built around your workflows. Agents are trained to spot urgency from the wording, keywords or account type, and priority emails are tagged and routed straight to a team lead or your internal contact. Every escalation is tracked until it is resolved, with optional Slack or email alerts for critical cases.
Anything from a few dozen tickets a day to thousands. We watch incoming volume, adjust staffing ahead of it and can scale a team up to 200% within two weeks for seasonal peaks and launches.
We plan the peak with you in advance, add agents and shifts for it, and bring the team back down when volume falls, so you pay for the cover you use rather than an idle team.
Yours. We work in all the major helpdesks, including Zendesk, Gorgias, Re:amaze, Richpanel, Freshdesk and Intercom, alongside CRMs such as Salesforce and HubSpot.
It depends on the hours you need covered, your daily volume, the languages and how complex the tickets are, so a quote follows a short call. Brands moving from in-house save up to 60%, and you can start with a trial before committing to a team size.
Yes. Agents work inside your own helpdesk with the access you grant, and we protect customer data with secure infrastructure, encryption and controlled access. We work to SOC 1, GDPR, CCPA and ISO standards. We also help US businesses support compliance requirements such as HIPAA and SOC 2.
Not when a person checks them. An agent reviews and edits suggested replies that need judgment before they go, and routine answers are automated with QA guardrails on the output.
Yes. We write to your brand guidelines and can adjust tone for different US regions and customer groups, with quality reviews checking replies against the standard you set.
We focus on Shopify stores, DTC brands and ecommerce companies: order questions, returns, refunds, subscription changes and escalations, handled to your service levels. See our ecommerce customer service page for the full scope.
Yes. Agents are trained to spot sales opportunities in customer emails, such as a question that leads to a purchase or an upgrade, and pass qualified leads to your sales team. A good reply to a complaint is often what keeps the customer.