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KECOMSOFT
Customer support
Services

Customer support

Email, chat, voice and social. Your tone, your tooling, your SLAs.

The problem

Support is the only part of your product that talks back. When the queue backs up your reviews notice before your dashboard does, and the people you hired to build the product end up answering tickets instead.

Services

What we cover

Take the whole function or just the queues that hurt. You decide the scope.

1 / 4

Direct contact and channels

  • Email and ticketing, in your helpdesk
  • Live chat and in-app messaging
  • Inbound voice and scheduled callbacks
  • Social and marketplace messages
Direct contact and channels

1 / 4 — Direct contact and channels

How it works

How your team gets built

The same three steps for every engagement. You keep control of quality throughout.

  1. 01

    We map the work

    Volumes, channels, tooling and what good looks like. No guesswork on scope.

  2. 02

    We staff and train

    We recruit against your profile and train on your product, not on a generic script.

  3. 03

    We run and report

    Daily queues, weekly quality reviews and a monthly report you can take to your board.

Security and compliance

What we commit to

Not projections. Commitments we write into the agreement.

Agents dedicated to your account. Never shared with another client, never rotated without telling you.

We work inside your helpdesk, your macros and your knowledge base. The history stays yours.

A sample of contacts reviewed every week, scored against your criteria. You get the bad ones too.

Coverage windows agreed in writing, against a holiday calendar we both sign off before we start. Our local holidays are on it, so there are no closures you did not see coming.

Anything that reaches your engineers reaches them with the context attached: what was tried, what the customer said, and how to reproduce it. Your developers should be debugging, not interviewing us.

Questions

Common questions

Customer support
What hours do you cover?

Monday to Friday, 8:00 to 17:00 Central Time — the same working day as your team, not a night shift answering into the void. Your morning is our morning, so an escalation gets a human on it while it still matters. If you need cover beyond that window, say so up front and we will price it honestly rather than promise it and staff it badly.

Do we have to change helpdesk?

No. We work in yours. If you are mid-migration we can run both for a period, but we would rather adapt to your stack than ask you to adapt to ours.

What happens when volume spikes?

We plan peaks with you in advance and staff for them. What we will not do is quietly let the queue grow and report it after the fact.

Tell us what's piling up

Send us your volumes and channels. We will come back with a staffing plan and a number, not a brochure.

Let's talk