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Built for e-commerce brands that care about reputation
Founder-led and system-driven.
We design and manage your customer support infrastructure so every interaction protects revenue, reviews, and brand trust as you scale.
Support Architecture, Not Just Agents
Before tickets are handled, we design the system.
Workflows. SLAs. Escalation paths. Tone rules. AI boundaries.
Support becomes structured — not reactive chaos.
Human Judgement First
AI handles predictable questions.
Humans handle nuance, refunds, delivery issues, and emotion.
Your customers never feel trapped inside automation.
Founder-Level Oversight
Limited client capacity.
Direct accountability.
Every channel monitored.
No ticket ages past SLA without visibility.
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The Human Judgement-First Support System™
Most brands don’t have a support strategy.
They have inboxes.
We design and operate a structured support architecture that balances automation, human judgement, and brand control — so support protects revenue instead of quietly damaging it.
The 4-Layer Support Stack™
Layer 1 — Structured Self-Serve
Clear FAQs, order tracking, return logic, delivery policies.
If a question is predictable, it should be solved instantly without friction.
Layer 2 — Customer-Facing AI
AI handles repetitive, structured questions:
• “Where is my order?”
• “How do I return this?”
• “What’s your delivery time?”
Fast. Accurate. No queue.
But AI never handles sensitive refunds, emotional complaints, or complex edge cases alone.
Layer 3 — Human Judgement
When something doesn’t fit the script, a real person steps in.
- Refund decisions.
- Damaged goods.
- Emotional customers.
- Grey areas.
This is where your brand feels human — through thoughtful replies, flexible decisions, and tone that understands context. Customers always remember how they were treated when it mattered.
Layer 4 — Assisted Intelligence (Internal AI)
AI is heavily used behind the scenes:
• drafting responses
• pulling order data
• suggesting macros
• highlighting sentiment
• flagging high-risk tickets
Humans make the final call. AI increases speed and clarity.
What You Get
Structured. Measured. Human.
We design clear workflows around recurring questions, response times, and escalation rules. AI supports internally and handles obvious queries. Our customer success managers handle nuance and edge cases. Nothing sits unanswered. Nothing escalates unnoticed.
Built for e-commerce in mind.
From delivery delays and refund logic to ad comments and review recovery — we understand the operational pressure behind every ticket. Support is not a cost centre.
Handled properly, it protects revenue and reputation.
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Unified Support. One Voice.
Your customers don’t think in channels. They just want answers. We manage every touchpoint under one tone system, so your brand sounds consistent everywhere.
Email. Live chat. Social. Paid ad comments.
Managed Infrastructure. Clear Pricing.
Support isn’t one-size-fits-all. Pricing depends on message volume, channels, coverage hours, and product complexity. Most partnerships start between £900–£1,500 per month.