Customer service processes that grow with your store
Good service comes from clear rules, not heroic effort. We set up the playbook, templates and routines that let anyone on your team give a quick, accurate and friendly answer.
- Playbooks
- Reply libraries
- Agent training
What’s included
Three ways to work on customer service processes. Each can be booked on its own or combined with other services.
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Your rules in one place
Service playbook
The policies and standards your team needs to answer with confidence.
- Tone of voice and response time targets
- Escalation rules and who decides what
- Clear wording for delivery, returns and refund policies
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Templates and routing
Reply library and helpdesk set-up
Ready-made answers to the questions you get most, organised inside your helpdesk.
- Templates for your most frequent questions
- Tags, views and routing so nothing waits unseen
- Versions adapted for each market you sell in
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One-off or ongoing
Agent training and quality reviews
Training for the people answering customers, followed by regular quality checks.
- Practical sessions using your real tickets
- Monthly review of a sample of conversations
- Simple scorecards and specific feedback
How it runs
A clear sequence, so you always know what happens next and what we need from you.
Review
We read a sample of recent conversations and reviews to find patterns.
Design
We agree policies, targets and the structure of your reply library.
Build
Templates, tags and routing are set up and tested in your helpdesk.
Train
Your team is trained, and we review quality after the first month.
What changes for you
- Faster first replies and fewer back-and-forth messages
- Consistent answers across channels and team members
- Fewer escalations to the founder
- Clear data on why customers get in touch
Common questions
Which helpdesk tools do you work with?
Common ones such as Gorgias, Zendesk, Freshdesk and Help Scout, as well as shared inboxes and marketplace messaging.
Can you answer our customers for us?
Our focus is building your processes and training your team. Short-term help during busy periods can be discussed.
Do you write templates in other languages?
We prepare the structure and English versions, then help you adapt them for each market you sell in.
Ready to talk about your store?
Send a few lines about your business and what you would like to improve. We will reply by email and suggest a sensible next step.