ALL OF IT, OR ONLY THE PART YOU DON’T WANT.
Your team keeps the work it should own and unloads the part that was breaking it.
Managed support, done so your customers cannot tell the difference. You want support that is genuinely good, without building a department to run it.
We take the delivery. You keep the direction.
If the answer is that you should keep it in house, we will tell you, and we will tell you what to fix.
New markets get covered by the same agreement. No recruitment, no training, no overheads.
What outsourced customer support actually covers
What We Offer
We work in your systems
Zendesk, Intercom, Freshdesk, HubSpot, ServiceNow, whatever you run. Your helpdesk, your chat, your phone system.
Nothing to migrate. Your customers see no seam. Your data stays where it is, because it was always yours.
Some of it, or all of it
Some clients only need us for the peaks, the evenings and the weeks someone is off. We connect to your queue and take what your team cannot get to. Nothing about your setup has to change.
Others hand over the whole function. Same people, same mandate. Only the scope is different.
What we're accountable for
We agree the numbers before we start. Total resolution time first, then satisfaction, then the recurring issues we remove.
If we miss them, we reduce the invoice. Most suppliers work to a KPI. We take the consequence of one.
Our teams are allowed to decide
A refund up to a value you set. A goodwill gesture. An exception where the policy does not fit the person in front of them.
Limits are agreed at onboarding and reviewed after the first month. They usually widen. You cannot move resolution time with people who have to ask first.
You can see what's happening
Total resolution time, satisfaction, and the recurring issues we are removing. Live, not in a monthly summary.
Handing over support should not mean finding out how it went four weeks later.
How fast this happens
Where we have capacity on a team already running, we can be taking your tickets within 24 hours. The limit is usually how quickly you can give us access. Where we need to build a team for you, two to three months. We tell you which one you are before you sign.
Email is not the cheap tier
Most suppliers pool email into the slowest queue and answer with an acknowledgement.
We treat it as priority work, and the first reply is an attempt to solve the problem rather than confirmation that someone received it.
What we cover:
Coverage: whatever your customers need, office hours through to around the clock
Levels: first and second line, so only five to ten per cent of tickets reach your own team
Languages: Swedish, Macedonian, Albanian and English today, and we build the language you need rather than routing your customers through one hub
Channels: email, chat, phone, WhatsApp, social and in-app. Whatever you already run
Systems: yours. Zendesk, Intercom, Freshdesk, HubSpot, ServiceNow, or whatever you run. Nothing migrates
Recruitment, onboarding and training included
Data: full GDPR policies and checks, Swedish contracts, EU handling
Managed support. Is It for You?
You want support that is genuinely good, without building a department to run it.
We take the delivery. You keep the direction.
If the answer is that you should keep it in house, we will tell you, and we will tell you what to fix.
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Ideal For:
Companies where support has stopped being manageable in its current shape. Scaling brands, product launches, and anyone opening a market they cannot staff yet. -
We take the mandate, not just the headcount
Some suppliers will employ the people and let you manage the work. We do it the other way round.
You cannot hold us to a resolution time if our people have to ask you first. That is why the invoice reduction is possible at all.
Frequently Asked Questions
Is it cheaper to outsource support or hire your own?
It depends on volume, but the comparison people make is usually wrong. A hire is a salary, a recruitment cost, three months of training, holiday and sick cover, a desk, tooling, and a manager's time. And one person cannot cover evenings, weekends or a second language. We will start at a couple of cases a day.
What does managed support cost?
It depends on volume, coverage hours, languages and how much of the function we take. We do not publish a rate because those four move it more than anything else. Send us last month's ticket volume and we will give you a shape.
Do you do overflow, or only the whole thing?
Either. Some clients use us only for the peaks, the evenings and the weeks someone is off. Others hand over the whole function. Starting small and widening later is normal, and it is usually the sensible way in.
How quickly can you start?
Where we have capacity, within 24 hours. Where we need to build a team for you, two to three months, and we tell you which one you are before you sign.
What happens if you miss the agreed KPIs?
The invoice moves with the service delivered. We agree the numbers before we start, total resolution time first, and you see them live rather than in a monthly summary.
It moves in both directions. We earn less if we miss and more if we beat what we agreed.
Do we get the same people, or a rotating pool?
The same people. They learn your product, and after a few months they know the edge cases better than a new hire would.
What happens if it does not work out?
You get back more than you handed over, because what was in people's heads is written down by then.
What is the smallest engagement you take?
A couple of cases a day. Most outsourcers will not talk to you below ten seats, and at that volume you cannot justify a hire either.
Can your people make decisions, or does everything come back to us?
They can decide. A refund up to a value you set, a goodwill gesture, an exception where the policy does not fit the person in front of them. Limits are agreed at onboarding and reviewed after the first month.
Do your people work in our systems?
Yes. Zendesk, Intercom, Freshdesk, HubSpot, ServiceNow, or whatever you run. Nothing migrates and your customers see no seam.
Swedish company Global Reach.
Based in Göteborg, delivering from sites across Europe, Asia and the Americas.
Engineers across the Nordics and northern Germany.
Global teams, local care
