Every email answered within your SLA

Plans depend on hours, desks and coverage. Get a staffing plan within 1 business day. For orientation, published cost guides put managed offshore support and admin staff at $7 to $15 an hour, or about $640 to $2,400 a month for a full-time person (Wishup, Cherry Assistant and Zedtreeo, 2026), while US virtual assistants average $19.45 an hour on PayScale. An AssistBPO email agent is priced per person for a block of hours, so a heavy week of tickets does not change the invoice.

Yes. Before the first live day we build a tone guide from your best past replies: greeting, sign-off, how you apologize, when you offer a refund and what you never say. The agent answers from your macros and adapts them to each customer rather than pasting. The team lead reads every reply for the first five days, then samples them weekly, and you can flag any email that misses the tone so the guide is updated the same day.

Zendesk, Gorgias, Help Scout, Freshdesk, Intercom and HubSpot Service Hub are the ones we see most, and a plain Google Workspace or Microsoft 365 shared inbox works too. The agent uses a seat you create with the permissions you choose, so every reply, tag and internal note sits in your account and your reporting. If you are moving between help desks, the agent can migrate macros and saved views as part of onboarding.

You set the target and we staff to it. During the discovery call we look at your daily volume, the hours you want covered and how fast you want first replies and full resolutions, then size the desk so the target is realistic. The end-of-day report shows first response time, resolution time and how many tickets are still open, so you see whether the target was met every single day rather than finding out at month end.

They are escalated, not guessed. During onboarding we agree an escalation map: which questions go to you, which to engineering, billing or the warehouse, and how urgent each type is. The agent sends the customer a holding reply, tags the ticket and passes it on with the account details and a one-line summary so the owner does not have to reread the thread. Anything escalated appears in the end-of-day report until it is closed.

Yes, within the limits you set. Most clients give the agent a refund ceiling and a list of account changes they can make without sign-off, with anything above that routed for approval. Every action is taken inside your own system, Shopify, Stripe or your admin panel, under the agent's own login, so there is an audit trail. Card numbers are never requested or handled by email; customers use your payment portal.

Tell us the date and the expected volume. For a launch, a sale or the holiday season we add a second agent or a short-term pod under the same team lead, trained on the same macros, and remove them when the queue settles. For an existing backlog, the first week is usually a clearing sprint: oldest tickets first, duplicates merged, then a steady state where new mail is answered the same day.

One named agent works your inbox every day, with a trained backup who covers leave and breaks and a team lead who runs the weekly review and the QA scorecard. The backup shadows the desk from the start so cover days do not feel different to your customers. Agents are employees of the group, not freelancers, which is why the same person can stay on your desk for years.