Tier 1 Help Desk

Overview

What we deliver

We run your front line support across phone, email, and chat, resolving routine issues and routing complex ones to the right team.

We provide outsourced Tier 1 help desk support for B2B and B2C teams that need consistent first response across channels. Our agents answer phones, reply to email, and staff chat queues during your chosen coverage hours. We use your knowledge base and scripts to resolve common issues such as password resets, account questions, order status, and basic troubleshooting, and we escalate anything outside Tier 1 scope through documented paths. We measure first contact resolution, response time, and customer satisfaction every week, and we tune scripts and routing based on what we learn. Our supervisors run daily huddles, weekly QA reviews, and monthly business reviews with your team. Because we staff in pods, you get continuity even when individual agents are off. Book a Call to discuss coverage hours, expected volume, and the systems we will work inside.

Fit Check

Built for teams like yours

Who it's for

Growing SaaS companies
Ecommerce brands
Healthcare service providers
Financial services firms
Utilities and telco resellers

Pain points we solve

Long wait times on phone and chat
Inconsistent answers across agents
Internal teams pulled into routine tickets
Limited coverage outside business hours
Unclear escalation paths

What's included

Capabilities

Everything we cover in this engagement.

Phone, email, and chat handling
Password and account resets
Order and account status questions
Basic product troubleshooting
Ticket creation and tagging
Knowledge base updates
Escalation to internal teams
Daily and weekly reporting

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Scope

We map ticket types, volume, and current handle times with you.

02

Knowledge

We build or refine the macros, scripts, and KB articles agents will use.

03

Training

We train agents on your tools, policies, and tone.

04

Launch

We start with a small queue and add channels as quality stabilizes.

05

Review

We meet weekly to review QA, volume, and improvement areas.

What you get

Deliverables & outcomes

What you get

Staffed Tier 1 help desk team
Updated macros and KB articles
Daily ticket and call logs
Weekly QA reports
Monthly business reviews
Escalation matrix document

Outcomes you can expect

Shorter response and handle times
Higher first contact resolution
More consistent customer experience
Internal teams freed for higher value work
Cleaner ticket data

Timeline

2 to 4 weeks to go live

Engagement

Monthly retainer, Project, Sprint

Tools we use

Zendesk, Freshdesk, Intercom, ServiceNow, Salesforce

KPIs we track

First response time, first contact resolution, average handle time, CSAT, abandon rate

Client stories

What clients say

"

Our old site was a Frankenstein of three previous agencies. We gave them a hard launch date tied to a trade show and they actually hit it. 47 templates, full product catalog migration, no broken redirects on go-live day. Our previous vendor missed the same deadline twice. This time my phone stayed quiet on launch morning.

Marcus L.

"

Our SDRs were spending two hours a day copying lead data between Salesforce, Outreach, and a Google Sheet nobody owned. They mapped the whole flow, stitched it together in n8n, and added a dedupe step we did not even know we needed. Got 38 hours a week back across the team. The SDRs were the ones who pushed to expand it further.

Rebecca F.

Proof