Always-On Support That Builds Customer Trust
Omnichannel coverage across live chat, email, phone, and social. Trained agents with deep brand knowledge and clear escalation paths. We handle Tier 1–3 so your team can focus on the product.
tengenx · customer support
LiveSupport coverage model
Channels · Tiers · Coverage · Reporting
Channels
Coverage tiers
Staffing models
Reporting
First response
<2 hrs
QA reviews
Weekly
Ramp time
5 days
<2hr
Average first-response SLA across client accounts
5 days
Fastest agent ramp from brief to live
Weekly
CSAT & NPS reporting cadence
Where this fits
Built for the moments you can't postpone
We don't take work just to take work. This service exists because the problems below are the ones we keep being hired to solve, and the ones we've shipped through more than once.
- Support ticket backlog growing faster than your in-house team can handle
- CSAT scores dropping because response times are slipping on weekends and evenings
- Your engineers are fielding customer emails instead of shipping product
- Seasonal volume spikes (BFCM, launches) leave customers waiting for days
- You have a great product but no consistent voice or tone in support interactions
- Entering a new market or language and need rapid support coverage
What we ship
Solutions, not slide decks
Each line below is a real deliverable shipped on past engagements, with an honest scope and a metric where it makes sense.
01 / Scope
Omnichannel agent coverage
Trained agents handling live chat, email, phone, and social DMs under your brand voice. Every channel covered, every ticket owned to resolution.
02 / Scope
Tier 1–3 escalation system
Structured triage from basic FAQs through complex cases to your internal escalation path. Nothing gets abandoned. Every ticket is tracked to a close.
03 / Scope
CSAT & NPS tracking
Weekly reports covering customer satisfaction scores, first-response times, resolution rates, and ticket volume trends. Data your team can act on.
04 / Scope
Escalation playbooks
Custom playbooks written with your team covering edge cases, refund policies, returns, and product-specific scenarios. Updated as your product evolves.
05 / Scope
Knowledge base management
We build and maintain your help center articles, FAQs, and internal agent runbooks. Fewer escalations, faster resolution, more self-serve deflection.
06 / Scope
Agent onboarding pipeline
Structured brand immersion: product walkthrough, tone-of-voice guide, shadow shifts, and QA sign-off before any agent handles a live ticket solo.
How we work
A delivery rhythm you can forecast
No mystery sprints. Each phase has a real artefact at the end of it, and you'll always know what's coming next.
- 01 Day 0
Brief
30-min call covering channels, ticket volume, brand voice, escalation paths, and SLA targets.
- 02 Day 1–3
Playbook
We write escalation playbooks, tone-of-voice guides, and FAQ drafts. You review and approve.
- 03 Day 3–5
Onboarding
Agent training: product walkthrough, shadow shifts, QA review. You sign off before go-live.
- 04 Day 5
Go live
Agents handle live tickets. Daily check-in in week one, then weekly CSAT/NPS reporting.
- 05 Month 1+
Optimise
Monthly playbook reviews, knowledge base updates, agent QA scores, and volume scaling.
Engagement
Pick the shape that fits, we'll suggest the rest
We don't pretend one engagement model fits everyone. Pick the closest, and we'll right-size on the call.
Industries we ship for
Part-time agent
A single trained agent covering 20 hours per week across your primary channels. Ideal for early-stage brands with manageable ticket volume.
- One dedicated trained agent
- 20hr/week coverage window
- Escalation playbook included
- Weekly CSAT report
Indicative
From $3,500 / mo
Timeline
1-month minimum
Full-time coverage
A full-time agent (or rotating team for 24/7) covering all channels with a dedicated QA lead. Includes weekly reporting and monthly playbook reviews.
- Full-time agent or rotating team
- All channels covered
- Dedicated QA review
- Monthly playbook update
Indicative
From $6,500 / mo
Timeline
Rolling, 3-month minimum
Scale team
Multiple agents across languages or time zones for high-volume brands. Built around your volume, SLA targets, and seasonal peaks.
- Multi-agent team
- Multi-lingual coverage
- 24/7 coverage option
- Custom SLA targets
Indicative
Custom
Timeline
Flexible ramp
Stack
The tools we reach for
We're not religious about tools, these are the ones we know deeply enough to ship and operate without surprises.
Helpdesk platforms
CRM & ops
Channels
Reporting
Common questions
Honest answers, no sales theatre
How do you price customer support services?
We price by dedicated agent headcount or blended hour banks, depending on your volume. Monthly retainers start from $3,500 for a part-time agent (20hr/week) and scale to fully staffed teams. We scope the right model on the brief call. No padded estimates.
What languages can your support agents cover?
Our distributed team covers English natively, with strong coverage in German, Arabic, and Thai. For other languages we work with vetted partners and always QA the output before it reaches your customers.
How quickly can you ramp a support team?
First agent live in 5 business days for standard product categories. We run a structured brand immersion: product walkthrough, tone-of-voice guide, escalation playbook, and shadow shifts before agents go solo. You review and sign off before we go live.
How do you handle quality assurance?
Every agent has a weekly QA score based on a sample of tickets reviewed against your brand rubric. We share CSAT, first-response time, and resolution rate in a weekly report. Agents below the threshold get coaching or replacement. Your delivery doesn't slip.
What happens when a ticket escalates beyond Tier 1?
Escalation playbooks are defined with you during onboarding. Tier 2 goes to a senior agent or your in-house team lead, depending on the case type. Tier 3 follows your existing escalation path. We never auto-close or abandon tickets. Every escalation is logged and tracked to resolution.
Ready when you are
Let's get support live in five days.
Tell us your channels, ticket volume, and SLA targets. We'll come back with an agent profile, a playbook structure, and a rate. Usually within 48 hours.