More customers now prefer to type than to call. Written support needs a different skill set: clear, accurate writing, the ability to handle several conversations at once, and judgement about tone in a channel where nothing is softened by voice.
Agents chosen for writing
We recruit non-voice agents on written English assessments and train them on your style guide, approved responses and policies. Macros and templates speed things up, but every reply is checked to make sure it answers the question the customer actually asked.
Social and public channels
Public replies on social media are part of your brand. We monitor your pages and mentions, answer questions, move complaints into private channels and flag anything sensitive to your team straight away, following escalation rules you approve.
Fewer contacts over time
Because we read every conversation, we see the questions that keep coming back. We report them to you with suggested fixes: a clearer FAQ, a better order-confirmation email, a product page that answers the question before it is asked.