Delight every customer, round the clock
Support benchmarks
How we measure great support
Measured across tens of thousands of live tickets.
On live chat during covered hours.
Split across shifts or a single timezone — your call.
Why it matters
Support as a moat, not a cost centre
The difference between a queue and a customer experience worth paying for.
With a scrappy in-house queue
- Founders and engineers answering tickets at midnight
- Response times measured in hours, not minutes
- Nobody watching CSAT, ticket themes or churn signals
- Canned replies that sound like canned replies
- Weekends and holidays? The queue just waits.
With a South Assistants team
- Dedicated agents who know your product cold
- Sub-2-minute replies on chat during covered hours
- Weekly QA, CSAT reporting, top-themes summary
- Responses written in your brand voice, reviewed daily
- True 24/7 coverage without burning out your team
What we deliver
Omnichannel support that feels local
Your team, your voice, your SLAs — extended across every channel your customers live in.
Live chat
Sub-2-minute replies in Intercom, HelpScout or your in-app widget. Proactive flows and handoff rules baked in.
Phone support
Neutral-accent agents trained for US, UK and EU callers.
24/7 coverage
Follow-the-sun shifts, or after-hours overflow — your call.
Email ticketing
Zendesk, Front or Gmail — triaged, tagged, and replied to within SLA with a cohesive brand voice.
CSAT & QA reporting
Weekly CSAT scorecards, themes, deflection rate and a prioritised list of product papercuts hurting support.
Macros & knowledge base
A living library of macros and KB articles so answers compound, not repeat.
Trained on your product before day one
Every agent completes a product immersion: guided tours, ticket replays, edge-case drills and written assessments. They arrive with opinions — not scripts.
How it works
Support team live in 10 days
A compressed onboarding that gets agents answering real tickets with confidence — fast.
- Step 01
Scope & SLA definition
Channels, hours, volumes, tone. We produce a one-page support spec you approve before we hire.
- Step 02
Product immersion
Agents complete guided tours, watch ticket replays and pass a written product assessment.
- Step 03
Shadow & reply drills
Agents shadow your queue for 3 days and reply under supervision for 2 more — zero live tickets until ready.
- Step 04
Live + weekly QA
Agents go live. Your QA lead runs a weekly scorecard, 1:1s with each agent, and a monthly report for your team.
Tools we master
Fluent in your support stack
Zendesk, Intercom, Front, HelpScout — we arrive trained and we keep the macros clean.
...and many more. If you use it, we can learn it.
“Our CSAT went from 4.1 to 4.9 in the first quarter. The team sounds so on-brand that our customers keep assuming they're sat next to me in the office. They're not — they're in Cape Town.”
FAQ
Frequently asked questions
Common support-ops questions.
Do you work inside our helpdesk?
Yes. We operate in your Zendesk, Intercom, Front, HelpScout or Gmail. You own the tickets, macros and data. We don't bring our own platform.
How do you guarantee 24/7 coverage?
We staff across shifts with agents in South Africa plus partner timezones when needed. For most clients, two agents covering staggered shifts gives full weekday coverage with weekend overflow.
How do you train on niche products?
A 5-day product immersion: guided tours, documentation deep-dive, ticket replays from the last 6 months, and a written assessment before the agent replies to a single live customer.
What about escalations?
Every queue has clear escalation rules. Tier-2 questions get routed to the agent lead; anything requiring engineering or billing gets tagged and surfaced — with a proposed response — to your team.
Can you run QA and CSAT scoring?
Yes. Every week we audit a sample of tickets, score them against your rubric, and publish a CSAT + themes + coaching report. Your QA lead owns the feedback loop with each agent.
What about data security?
NDAs, 2FA across all tools, 1Password vaults with granular permissions, and SOC2-aligned working policies. Access is always provisioned by your team, revocable in a click.
Support your customers deserve
Book a 30-minute call. We'll audit your queue and scope a support team you can brag about.