Customer support outsourcing for marketing agencies

AssistBPO's customer support outsourcing for marketing agencies gives your clients a staffed support desk under your agency's brand for website edits, hosting and maintenance tickets, ad account questions, CRM and automation issues and the small requests that otherwise land in an account manager's inbox at 6pm.

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  • A named assistant proposed within 72 hours
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This page Marketing agencies Customer support outsourcing

How does customer support work for agencies?

Agencies with retainer clients run a support function whether they admit it or not, and without a queue it lives in Slack DMs, personal email and memory. AssistBPO builds a support desk in Zendesk, Freshdesk, HubSpot Service Hub or a shared mailbox on your domain, staffed by named agents who work your hours, resolve level 1 requests from your playbooks, route anything needing a developer, media buyer or designer to the right person with a clear ticket, keep the client updated and close the loop. Agencies that support their own software product, membership site or white-labeled platform run that desk the same way. Every agent is employed staff with a backup, and the team lead scores tickets monthly on accuracy, tone and turnaround.

What tasks does customer support cover for marketing agencies?

  • Handle website edit and content update requests within your maintenance scope
  • Answer hosting, plugin, form and email deliverability questions from playbooks
  • Route developer, media buyer and design tickets with clear briefs and priority
  • Support clients using your GoHighLevel or HubSpot white-label platform
  • Keep clients updated at each status change under your agency's brand
  • Maintain macros and the client help center as your scope changes
  • Tag tickets by type so the top recurring requests are visible monthly
  • Escalate complaints to the account manager within 15 minutes

The KPI that matters here

First response time on client tickets and the share resolved without an account manager or developer. Recurring request types feed the retainer scope review.

What rules does customer support follow for agencies?

  1. FTC Endorsement Guides for testimonials and influencers. Client testimonials, reviews and influencer posts the assistant handles carry the disclosures the FTC's Endorsement Guides (16 CFR Part 255) require. We never draft fake reviews, invent testimonials or post undisclosed paid content for a client.
  2. CAN-SPAM and TCPA for client campaigns. Email campaigns built for clients include sender identity, a physical address and a working unsubscribe under the FTC's CAN-SPAM Act. SMS campaigns and outbound calls run with lawful consent and do-not-call scrubbing under the FCC's TCPA rules.
  3. PECR, CASL and the Spam Act outside the US. For UK, Canadian and Australian agencies and their clients, electronic marketing follows PECR (ICO), CASL (CRTC) and the Spam Act 2003 (ACMA): consent captured, sender identified, opt-outs honored within the statutory window.
  4. Client accounts and licensed assets. Assistants access client ad accounts, analytics and social profiles through your agency's business manager or partner access, never shared passwords, and use only stock, fonts and music the agency or client has licensed.

Agencies software we work in

See all 80 tools we work in

More for marketing agencies

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Customer support in other industries

Frequently asked questions

What can the support agents change on a client website?

Whatever your maintenance scope and playbook allow: text and image swaps, new blog posts from approved content, form field changes, menu updates, plugin updates on a staging site where you require it, and redirects from a list. Anything touching theme code, integrations, checkout or DNS goes to a developer as a ticket with the client's request attached. Access is through user roles you assign, and every change is logged on the ticket.

Can you support clients on our white-labeled GoHighLevel platform?

Yes. Many agencies resell GoHighLevel, HubSpot or a similar platform under their own brand, and the agents handle the questions that come with it: logins, pipelines, calendars, automations that did not fire, SMS and email sending questions and reporting. Agents work inside the agency's account with sub-account access, follow your playbooks, and escalate platform bugs to the vendor through your channel. Clients see your brand throughout.

How do we keep support within the retainer scope?

The desk tags every ticket by type and logs time, and the monthly report shows requests by client against the maintenance or retainer scope. Out-of-scope requests get a friendly, scripted response that offers a quote through the account manager rather than silently absorbing the work. Over time the tag report shows which clients need a bigger plan, which is a sales conversation rather than a margin leak.

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Next step

Your desk, staffed. Wherever you are.

Tell us what is overloaded. A named person replies within 1 business day with a staffing plan, and we propose your assistant within 72 hours.

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Or call +1-657-777-0006 during US, UK or Australian business hours, or hear our demo receptionist.

  • A named assistant proposed within 72 hours
  • Employed, screened and managed staff, never freelancers
  • Your hours, your tools, your data
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