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Customer Support

Every customer answered, day or night, on every channel.

A dedicated support team, trained on your products and policies, answers your customers around the clock by phone, chat, email, and social media.

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What we handle

Everything the team can take on.

Pick one, or combine them. Every seat is a dedicated agent assigned to your account.

  • 24/7 phone support

    Inbound calls are answered around the clock by agents trained on your products and policies.

  • Overflow & after-hours

    We pick up when your in-house team is busy or offline, instead of calls going to voicemail.

  • Escalation handling

    Complex and sensitive cases are handled, or escalated to your team, following your rules.

  • Live chat

    Real-time chat on your website or app, staffed by the same trained team.

  • Email & ticket support

    Your shared inbox and support queue worked in your own ticketing software, to your response times.

  • Social media support

    Replies to customer messages and comments on your social channels.

  • Order & billing support

    Order status, returns, refunds, and billing questions resolved on your behalf.

How it works

From discovery call to a team on the job.

  1. Step 1: Discovery

    We learn your products, policies, channels, volumes, and the hours you need covered.

  2. Step 2: Knowledge and access

    We build the knowledge base and escalation rules with you, and get access to your ticketing system and phone lines.

  3. Step 3: Training and KPIs

    Your agents are trained on your brand and processes, and the KPIs are agreed in week one.

  4. Step 4: Go live

    The team starts on your chosen channels and hours: overflow, after-hours, or full 24/7 coverage.

  5. Step 5: Reporting and quality

    You get CSAT, response times, and QA results on the cadence you set, reviewed with you regularly.

What we measure

KPIs agreed in week one, reported your way.

These are the measures we typically agree for this service. You choose the ones that matter to you, and the reporting cadence and format.

CSAT
Customer satisfaction after each interaction.
First response time
How quickly each chat, email, or ticket gets its first reply.
Average handle time
The time taken to resolve each contact.
First contact resolution
The share of issues solved without a follow-up.
QA score
Interaction quality against your standards.

Tools our agents work in

Inbound calls

  • Connix AI

Tickets

  • Your own ticketing software

Tickets are handled inside each client's own software, including custom-built systems.

Why CCS

Costs you can plan around. Results you can see.

Dedicated support

Your own dedicated unit of experts, immersed in your brand and processes for consistency. We invest in continuous, specialized training so the team performs and solves problems before they reach you.

Predictable cost

We price on a fixed monthly seat rate rather than per minute, so your cost per seat is known in advance and does not spike with volume. You carry no recruitment, training, facilities, or technology overhead, and no idle-time cost when volume dips.

Measured and reported

Every program runs against KPIs agreed in week one, reported on the cadence you set, in the format you specify. If a metric slips, you see it in the same report we do.

Other services

Tell us what the team should handle.

We’ll model the saving against your own loaded cost per seat before you commit to anything.

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