Customer Support Outsourcing
A support team that knows your product, not a queue that knows your name.
Dedicated agents trained on your product, your tone and your definition of a resolved ticket. Phone, email and chat from one team, on US and EU hours, with the same weekly QA we run on sales floors.
Who This Is For
You will recognise yourself in at least one of these.
- Support has become the founder's evening job and it is slowing everything else down
- Your in-house team is drowning in tier-1 tickets that follow a pattern
- You are a SaaS or e-commerce company with growing volume but not enough to justify a full support department
- You have tried a shared-pool provider and customers noticed the agents did not know the product
- You need coverage across US and European hours without hiring in three time zones
Not a fit: We are not a fit if you want agents shared across other companies or a support line staffed without product training. Every Nexus-Tel support team is dedicated to one client.
By the Numbers
50+Agents across support, sales and QA
US & EUBusiness-hours coverage, extended or 24/7 by arrangement
2021Serving US and European clients since
What You Get
What is actually included.
01One sentence firstBefore launch we agree, in writing, what counts as a resolved ticket. Every bad outsourcing story starts with two different answers to that question.
02Product trainingAgents learn your product, your help centre and your escalation map before they answer a single customer. Refresher training when you ship changes.
03Phone, email and chat togetherOne team on your helpdesk (Zendesk, Freshdesk, Intercom, HubSpot Service or your own) so context follows the customer across channels.
04Tiered escalationClear tier-1 scope, a written escalation path to your engineers or account managers, and a log of what was escalated and why.
05Weekly QA on real ticketsTickets and calls sampled and scored every week: accuracy, tone, resolution, follow-through. Scores shared with you.
06Reporting you can readVolume, first-response time, resolution time, CSAT where you collect it, and the top five issue drivers, delivered daily or weekly.
How It Works
Live in two to three weeks.
1
Map
Your channels, volumes, tools, top issues and what "resolved" means.
2
Build the knowledge base
We turn your docs and tribal knowledge into an agent playbook.
3
Train and shadow
Agents train, then shadow your team before taking tickets alone.
4
Go live in tiers
Start with tier-1 on one channel, expand as QA scores hold.
5
Review
Weekly QA, monthly issue-driver review, playbook updates as your product changes.
Want to see what step one looks like for your campaign?
Book a Strategy Call→How Every Team Is Run
The part most vendors skip.
Whatever the campaign, the operating system underneath is the same. It is why clients stay.
- A named team lead who owns your campaign and joins your weekly call
- Weekly QA: calls or tickets pulled for every agent and scored against a written card
- Scores shared with you in the same week they are given to the agent
- Daily reporting in a format you can check without asking
- Your tools, your data: we work inside your CRM, dialer or helpdesk
- Confidentiality agreements signed by every agent; least-privilege access you control
Free Checklist
Support Outsourcing Readiness Checklist
Eleven questions to answer before you sign with any support vendor, including the one sentence most contracts skip: what counts as a resolved ticket.
Frequently Asked
Before you book the call.
How many agents do we need?−
It depends on ticket volume, channels and hours. A useful starting point is your average weekly tickets and target response time; from that we propose a team size and a coverage roster on the strategy call.
Do you work inside our helpdesk?+
Yes. We work in whatever helpdesk you run, for example Zendesk, Freshdesk, Intercom, Gorgias or HubSpot, under your rules and your data. You keep the history if we ever part ways.
Can you cover weekends and nights?+
Business-hours coverage across US and EU zones is standard. Extended hours, weekends and 24/7 rosters are available depending on team size.
How do you protect customer data?+
Agents work in your systems with least-privilege access you control, on office machines in Lahore, with confidentiality agreements in place. We are happy to align with your security questionnaire before launch.
What if the agents do not know an answer?+
They follow the written escalation path and tell the customer honestly what happens next. Unknowns are logged, answered by your team once, and added to the playbook so they are known next time.
How is this different from an answering service?+
An answering service takes messages. A support team resolves tickets. Our agents are trained on your product and measured on resolution, not on calls answered.
Industries We Run This For
SaaSDedicated SDR teams that book qualified demos, and support teams that know your product well enough to resolve tickets rather than route them..Read more
E-commerceDedicated agents for online stores: where-is-my-order, returns, pre-sales chat and marketplace messages, on your customers' hours, with peak-season capacity planned in advance..Read more
EU → US Market EntryEuropean companies selling into the United States face two problems at once: the time difference and the first conversation.Read more