Omnichannel & Digital Support
Non-voice digital support across chat, social, and messaging
Why this matters
Customers expect to message a brand the same way they message a friend, and increasingly they expect a reply in minutes. We run non-voice digital support programs across live chat, social media DMs, WhatsApp, SMS, in-app messaging, and review platforms. Agents are hired for written communication first, trained on your brand voice, and held to response-time, resolution, and CSAT targets specific to each channel. Programs work inside your existing helpdesk, social management, or messaging stack, with workflows that handle concurrency, routing, and escalation to voice or specialist queues. Coverage spans UK, US, Canada, and Australia hours, with 24/7 cover where the channel mix demands it. Whether you need a chat team supporting paid traffic or a full social-care operation across a global brand, we structure the program around speed, tone, and the quality bar you set.
Key benefits
Hired for writing, not just talking
Agents are recruited against a written communication standard with assessments before training begins.
Concurrency that protects quality
We staff to channel-specific concurrency targets so response speed does not come at the cost of tone.
Tone of voice as a QA criterion
Brand voice is built into the scorecard and calibrated weekly across every active channel.
Social and review handling included
DMs, comments, and review responses run inside the same program with documented escalation rules.
Services in Omnichannel & Digital Support
5 services available in this group.
Live Chat Support
Live chat support staffed by trained agents who answer on time.
We staff and run live chat support on your website and app so customers get fast, accurate answers during the hours you…
Learn moreSocial Media Support (Facebook, Instagram, X, LinkedIn)
Social media support across Facebook, Instagram, X, and LinkedIn.
We monitor and reply to customer messages and comments across Facebook, Instagram, X, and LinkedIn so your brand answers on time, in…
Learn moreWhatsApp Business Support
Verified WhatsApp Business support that meets customers on their preferred channel.
We run WhatsApp Business support with verified profiles, message templates, and trained agents to handle conversations at scale.
Learn moreSMS Support
Two-way SMS support and notifications managed by trained agents.
We run SMS customer support and notification programs with trained agents, compliant opt-in flows, and helpdesk integration.
Learn moreTicketing System Management (Zendesk, Freshdesk, Intercom)
Ticketing platform setup, administration, and optimization across Zendesk, Freshdesk, and Intercom.
We configure, run, and tune ticketing systems like Zendesk, Freshdesk, and Intercom so your support team can focus on customers.
Learn moreOur approach
Channel & tone mapping
We document the channels in scope, target response times, and the tone of voice for each.
Tooling & workflow
We integrate with your helpdesk and social tools and define routing and concurrency rules.
Train & certify
Agents pass a written assessment, train on brand voice, and shadow before independent work.
Measure & calibrate
Weekly QA on tone, accuracy, and resolution, with monthly reviews on response-time targets.
Frequently asked questions
Which tools do you work inside?
How do you handle concurrency on live chat?
Can you cover social DMs and public comments?
Do you blend digital with voice in one program?
Want help with omnichannel and digital support?
Book a 30-minute call. We will scope the right path for your goals.