Voice
Inbound calls and outbound follow-ups, handled by agents trained on your product, your tone and your escalation rules. Calls are recorded and available for review.
Services · Customer Support
Your support queue, staffed and run end to end
Voice, email, live chat, messaging apps, social and tickets, handled by dedicated agents trained on your product and your rules. Every conversation is monitored for quality, and AI does the repetitive work around it so people can spend their time on the customer.
THE APPROACH
Support is not a side department here
In most companies customer support sits at the edge of the organisation. It is the first thing to be under-staffed when budgets tighten and the last thing to be measured properly. At EpsiDesk it is the core of the business, so it gets the attention it rarely gets in-house: managers who came up through queues and call floors, training built for support work, and tooling that exists to make agents faster and more accurate.
That focus shows up in practical ways. Agents are recruited against your product and your customers rather than pulled from a general pool. Handover from your internal team is run as a project with a defined start and finish, not an email of login details. And every conversation we handle can be reviewed, because the quality of that conversation is the thing we are accountable for.
CHANNELS
The channels your customers already use
Structured inbox handling with agreed templates and a house tone, so replies read consistently whoever writes them and older messages are worked through rather than left at the bottom of the queue.
Live chat
Chat on your website or inside your app, with agents holding concurrent conversations without letting the quality of any one of them slip.
Messaging apps
The messaging channels your customers already use day to day, worked in the same queue and to the same standard as everything else.
Social
Public comments and direct messages, answered in public where that is the right call and moved to a private channel where it is not.
Tickets and self-service
Ticket queues, backlog clearance, and the help-centre articles that stop the same question arriving again next week.
SCOPE
From the first question to the difficult escalation
First-line support
The front door. Questions answered, accounts checked, straightforward problems closed on first contact and logged properly so the pattern is visible later.
Second-line support
The harder tier. Agents with deeper product knowledge who pick up what first-line cannot close, so fewer cases ever reach your own engineers or account managers.
Order and account queries
Order status, changes and cancellations, delivery chasing, billing questions, account access, refunds and returns, all processed to rules you set.
Technical triage
Reproducing the issue, gathering the logs and detail, ruling out known causes, and handing your engineers a ticket they can act on without going back to the customer first.
Escalation handling
Angry, sensitive or high-value cases routed to senior agents trained to slow the conversation down, take ownership of it and close it out.
Retention saves
Cancellation and downgrade conversations treated as a save opportunity, working from offers and reasoning agreed with you in advance rather than improvised on the call.
COVERAGE
Cover that follows your customers, not our clock
Our teams work across multiple time zones, so evenings, weekends and public holidays are staffed rather than left to pile up until Monday morning. You set the hours you need covered and we build the roster around them, including overnight cover for markets where your customers are awake and your head office is not. Because we have 269+ people across our global teams, holiday, sickness and sudden volume spikes are absorbed inside the rota instead of landing on your customers.
- Extended hours, overnight, weekend and public-holiday cover
- Follow-the-sun rotas across our global delivery teams
- Seasonal and campaign peaks staffed ahead of time, then stood back down
- Absence and attrition covered by people already trained on your account
- Overflow-only cover if you want to keep the core queue in-house
QUALITY
How we know the work is good, conversation by conversation
01
We agree what good looks like
Before go-live we write the scorecard with you: what a correct answer contains, what tone you expect, what must never be said, and what counts as a resolution rather than a deflection.
02
Every conversation is scored, not a sample
AI-assisted quality monitoring runs across the whole volume rather than a handful of calls picked at random, so weak spots surface as patterns instead of anecdotes.
03
People review what the scoring flags
Team leads and QA reviewers re-check flagged conversations by hand. Scores are calibrated in regular sessions so two reviewers grading the same conversation reach the same place.
04
Coaching is scheduled, not occasional
Agents get their own results, their own examples and time with a team lead. Repeated errors become training material for the whole pod rather than a private correction.
05
You see what we see
Volumes, contact drivers, resolution outcomes and quality results are reported back to you, with a standing service review where we agree what changes next.
AI IN DELIVERY
Where AI helps, and where a person still decides
We fold AI into delivery to hold cost per contact down and keep quality consistent. It handles the repetitive, high-volume work that surrounds a conversation. The judgement, the tone and the decision stay with the agent, and nothing reaches your customer without a person approving it.
Quality monitoring across every conversation rather than a sampled few
Automatic summarisation and wrap-up, so agents spend their time on the customer instead of on notes
Drafted replies that an agent edits and approves before anything is sent
Intent routing, so a query reaches an agent who can actually close it
Knowledge retrieval that puts the right answer in front of the agent mid-conversation
Trend and dissatisfaction detection, so a rising issue is visible while it is still small
Forecasting and scheduling, so the roster matches the volume you actually receive
QUESTIONS
What clients ask before they hand over a queue
Dedicated. Agents are assigned to your account, trained on your product and your escalation rules, and stay with you. On a managed pod they sit under a team lead and a QA reviewer who also work on your account only. Cover for holiday and sickness comes from people already trained on you.
Bring us your queue and we will tell you how we would run it
Tell us the channels you handle, the hours you need covered and the volume you are seeing. We will come back with a delivery model, the staffing shape behind it and the package that fits. Book a call, or email Support@epsidesk.com and we will arrange a time.