Customer Support
English Customer Service Management
Handle English emails and online inquiries by brand guidelines, covering U.S. business hours to prevent lead loss overnight.
Issue
Common Pain Points
- 01
No responses during US hours cause inquiries to be lost overnight.
- 02
Inconsistent response guidelines leading to repeated escalation of after-sales issues.
- 03
Building an in-house English support team is costly and requires a long training cycle.
Scope
Services Offered
- Connect customer accounts via official platform sub-account authorization without requesting or storing passwords.
- Email and live chat responses must follow brand guidelines and approved message templates.
- FAQ and upgrade path maintenance; escalate complex issues to the customer team.
- Coverage periods and first response times per gear tier (see table below).
Account access uses only official sub-account authorization from the platform. We will never ask for your account password, nor will we store login credentials on our own.
Deliverables
Deliverables
- Customer service account integration and script library.
- Consultation and Ticket Records (Exportable by Platform).
- Weekly Service Summary: Issue Types and Resolution Status.
Pricing
Three-tier pricing
Each tier specifies a clear scope of work. Confirm before starting.
Basic Edition
01$599/month
5×8 coverage, business days ET. First response within 24 hours.
- Email Ticket Managed Services
- Brand Copy Library
- Weekly Service Summary
- First response within 24 hours
Standard Edition
02$1,299/month
7×12 coverage with live chat. First response within 8 hours.
- Email & Live Chat
- Upgrade Path Maintenance
- Weekly Service Summary
- First response within 8 hours
Professional
03$2,499/month
7×24 shift coverage with multi-channel routing. First response within 4 hours.
- Multi-channel routing
- Prioritize response
- Weekly Review
- First response within 4 hours
Subject to the confirmation order; complex cases will be quoted separately.
Process
Service Process
- 01
Requirement Confirmation
Confirm the channel, coverage period, and question types requiring a response.
- 02
Authorize Access
We'll connect based on the sub-account authorization you complete in the platform backend.
- 03
Script Construction
Consolidate FAQs and brand messaging to build a script library.
- 04
Go Live
Reply by gear coverage period and submit weekly summary.
FAQ
FAQ
Do you need to provide an account password?
Not required. Access is granted solely through official sub-account authorization on the platform; we do not request or store your password.
Which channels are supported?
Primary channels are email and online chat; other channels will be confirmed based on whether the platform provides an official API.
How should non-overlapping periods be handled?
Executes based on the coverage hours of the selected shift. Consultations exceeding these hours are deferred to the next available coverage period.
Can I use a template for the script?
Will be adjusted according to brand guidelines first, then used after your confirmation.
How is billing handled?
Monthly fees are charged based on the selected tier. The service scope and coverage hours are detailed in the confirmation form.
Inquiry
Consulting Services
Leave your contact details and requirements. We'll respond with the feasible scope and a quote—no upfront payment required.