24/7 Customer Support
That Scales With You

Absolutely. We offer true 24/7 coverage with follow-the-sun support across multiple time zones. Our team includes native-speaking agents in North America, Europe, and Asia-Pacific to ensure someone is always available during your customers' active hours. We maintain consistent service quality around the clock with dedicated night and weekend teams, not just overflow coverage. Each shift has supervisors and escalation procedures to handle urgent matters immediately.

We can typically implement 24/7 coverage within 2-3 weeks from contract signing. This includes comprehensive agent training on your products, brand voice, and processes, setting up all technical integrations, and conducting quality assurance testing. For urgent scaling needs, we offer expedited onboarding in 7-10 days with our dedicated implementation team. We start with core hours coverage and gradually expand to full 24/7 as agents complete training modules and pass certification tests.

We maintain enterprise-grade security with SOC 2 Type II compliance, ISO 27001 certification, and GDPR compliance. All agents sign comprehensive NDAs before accessing any client data. Our secure facilities feature biometric access controls, encrypted workstations, and monitored network connections. Customer data is processed through VPN connections with end-to-end encryption. We conduct regular security audits, penetration testing, and provide detailed compliance reports. Your data never leaves our secure environment and is automatically purged according to your retention policies.

Yes, we sign comprehensive Non-Disclosure Agreements and can accommodate custom confidentiality requirements. Our standard NDA covers all customer data, business processes, pricing information, and strategic discussions. We also offer mutual NDAs for enterprise clients and can work with your legal team on specific confidentiality clauses. All our agents and supervisors are bound by these agreements, and we maintain strict access controls to ensure only authorized personnel handle your sensitive information.

We conduct comprehensive brand onboarding including detailed product training, tone of voice guidelines, custom scripts, and role-playing scenarios. Our training program spans 2-3 weeks with daily assessments and practical exercises. Agents learn your brand personality, customer personas, common objections, and escalation procedures. We create custom knowledge bases with your FAQs, policies, and procedures. Ongoing training includes weekly QA sessions, monthly refreshers, and immediate coaching for any brand guideline deviations to ensure consistent, authentic representation.

Yes, we manage the complete returns process according to your specific policies, including refund processing, RMA handling, exception approvals, and policy enforcement. Our agents are trained on your return windows, condition requirements, and approval workflows. We can process refunds directly in your systems or route them through your internal approval process. We also handle warranty claims, exchanges, store credit issuance, and shipping label generation. Monthly reporting includes return analytics to help identify trends and reduce future returns.

Yes, we support both US and global businesses across North America, Europe, Asia-Pacific, and other regions. Our international experience includes understanding different market requirements, cultural nuances, payment methods, and regulatory compliance (GDPR, CCPA, etc.). We handle currency conversions, international shipping inquiries, and local market customs. Our multilingual teams provide culturally appropriate support that resonates with local customers while maintaining your global brand consistency.

English is included by default in all plans. We offer native-level support in Spanish, French, German, Portuguese, Italian, Dutch, and other languages based on your needs. All agents are native speakers with cultural knowledge of their markets, not just language translators. We can provide same-language support for specific regions (Mexican Spanish vs. Argentinian Spanish) and handle technical terminology correctly. Multilingual support includes localized scripts, cultural training, and region-specific compliance knowledge.