Omnichannel support delivered by trained agents who work inside your systems, follow your tone of voice and answer to a written SLA. Pick the channels you need covered — we handle the rest.
Queue management, triage, tagging and resolution inside your helpdesk, with macros and canned replies built as we go.
Real-time chat coverage with proactive triggers on high-intent pages — support that quietly doubles as a conversion channel.
Inbound call handling with clear scripting, warm escalation to your team and recordings available for every quality review.
Comments, DMs, mentions and reviews monitored and answered across every platform your brand is active on.
WISMO enquiries, tracking, exchanges, returns and refund processing handled directly in Shopify or WooCommerce.
Tier 1 and Tier 2 troubleshooting with structured bug reports, reproduction steps and clean escalation to engineering.
Help centre articles, FAQs and internal SOPs written from your real ticket data — documentation you own permanently.
Monthly CSAT, response time, resolution rate and ticket-driver analysis, with recommendations to cut volume at the source.
Sampled ticket reviews, scorecards and coaching sessions so quality holds steady as your volume climbs.
We take ownership of your inbox rather than just skimming the easy tickets. Agents work a defined queue order, tag every conversation for reporting, and escalate anything outside their remit through an agreed path to your team.
Within the first month we typically build 30 to 60 macros from your recurring questions, which is where the real speed gains come from. Those macros stay in your account permanently.
Chat is the channel most brands under-resource and it is the one that moves revenue fastest. A visitor asking whether a product ships to their country is a sale waiting on a two-minute answer.
We staff chat with proactive triggers on pricing, checkout and product pages, and report separately on chat-assisted conversions so you can see the return rather than guess at it.
Every hour a developer spends on a Tier 1 password reset is an hour not spent shipping. Our technical agents absorb the first two tiers — troubleshooting, environment checks, known-issue triage — and only escalate genuine bugs.
When something does reach your engineers it arrives with reproduction steps, screenshots, browser and version details and a severity rating, so it can be worked immediately rather than investigated from scratch.
Most support reports are a wall of numbers nobody acts on. Ours lead with ticket drivers: the specific product, policy or page generating the most contacts that month.
That turns your support function from a cost centre into a feedback loop — fix the top three drivers and next month’s volume falls, which is the only sustainable way to keep support costs down as you grow.
We review your last 90 days of tickets, your response times and your current tooling to establish a baseline you can measure us against later.
Channels, coverage hours, headcount and SLA are scoped into a written plan. You approve it before anything is signed or billed.
Agents are recruited or assigned, trained on your product, and put through live simulations until they hit our internal quality bar.
Monthly reviews of CSAT, response time and ticket drivers, with concrete recommendations to reduce volume rather than just absorb it.
Yes, and most clients do. Email-only is the most common starting point because it is the easiest to hand over cleanly. Chat, social and phone can be layered on later once you have data showing where the volume actually sits.
That is part of onboarding. We build a tone-of-voice guide from your existing replies, marketing copy and any style rules you already have, then quality-check against it during the first six weeks. Customers should not be able to tell where your team ends and ours begins.
English is our core offering with native-level written and spoken fluency. Additional language coverage is available on Enterprise plans and is scoped case by case based on your customer mix.
You do, entirely. Everything is built inside your own systems and stays there. If you ever leave SupportBull you keep every macro, knowledge base article and SOP we wrote for you, with no export fee or licensing catch.
Send us 90 days of ticket data and we’ll tell you where the volume really is — free of charge, no obligation to sign anything.