Customer support desk
Customer emails and chat answered in your name, within agreed response times.
GradaxEuropean companyOrder outright
Founded 2014·Built and operated in Europe·Ongoing, reported monthly
About this service
A customer support desk for small and growing businesses: email, live chat and contact forms answered by trained agents in your voice, using your help desk tool. We write the knowledge base and saved replies first, agree response times and escalation rules, and report monthly on volumes, response times and recurring problems.
Consistency starts with the knowledge base
Customers notice when they get different answers to the same question. That usually happens when support depends on individual memory rather than shared information. New agents guess, experienced ones improvise and policies drift.
Before answering any messages, we build a knowledge base and saved replies with you: products, policies, delivery, returns, common problems and escalation rules. Every agent uses the same source, so answers stay consistent.
Support as a source of improvement
Support tickets are a record of everything that confuses or frustrates customers. Most businesses only see them as a cost. Patterns in tickets often point to problems that could be fixed at source, such as unclear product descriptions or delivery issues.
Our monthly report groups conversations by topic and highlights recurring problems. Fixing one common cause can remove dozens of tickets a month and improve customer experience at the same time.
Escalation rules make sure refunds outside policy, complaints and technical issues reach the right person quickly, with the full conversation attached.
- Knowledge base and saved replies before go-live
- Agreed response times
- Clear escalation rules
- Monthly report on topics and recurring problems
What you get
Everything below is in the price. Nothing here is an upgrade.
- Knowledge base and saved replies
- Help desk setup or configuration
- Daily support coverage
- Escalation process
- Monthly support report
What changes
- Customer messages answered within agreed response times
- Consistent answers from a shared knowledge base
- Refunds, complaints and technical issues escalated to the right person
- Monthly report on volumes, topics and recurring problems
How it runs
Learn
Products, policies and tone captured in a knowledge base.
Set up
Help desk, saved replies and escalation rules configured.
Answer
Messages handled within agreed response times.
Improve
Recurring problems reported so they can be fixed at source.
Compare the sizes
The standard price for each size. Extras are priced beside it, not hidden behind a call.
| Included | Email support€290per monthOngoing, reported monthly | Email and chat€500per monthOngoing, reported monthly | Extended support€1,050per monthOngoing, reported monthly |
|---|---|---|---|
| Email and contact forms | Included | Included | Included |
| Working-day coverage | Included | Included | Included |
| Knowledge base | Included | Included | Included |
| Monthly report | Included | Included | Included |
| Live chat during business hours | Not included | Included | Included |
| Order lookups and changes | Not included | Included | Included |
| Customer satisfaction survey | Not included | Included | Included |
| Evenings and weekends | Not included | Not included | Included |
| Second language | Not included | Not included | Included |
| Monthly improvement review | Not included | Not included | Included |
| Order | Select | Select | Select |
Add what you need
Choose the size
Add what you need
Your total€500
ContinueThe standard price, plus whatever you add. Confirmed in writing before anything starts; nothing is charged until you accept it.
Questions
Will customers know you are external?
Agents reply in your name and voice, using your help desk. How you describe the arrangement is your choice.
Which help desk tools do you use?
Zendesk, Freshdesk, Gorgias, Help Scout, Intercom, or Gmail and Outlook shared inboxes.
Do you handle phone support?
Not in these plans. Phone coverage can be quoted separately.
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Order it
Standardised enough to order on its own. The price is confirmed in writing before anything starts.