Managed Automations
Managed automations built to quickly respond and resolve routine situations — order status, returns, sizing — so Agents can go deep on the complex tickets.
Service · Customer Support Operations
Customer support operations, built and managed .
HelpFlow runs the whole customer-support operation — recruiting, training, QA, performance management, and AI tooling — so your in-house team can ship the rest of the business.
- $500M+ Direct CX revenue managed since 2015
- 43–80% Response-time improvements across clients
- 100+ eCommerce brands running CS on HelpFlow
- 10–14d From kickoff to a live, managed desk
What an unmanaged CS desk costs you. What a managed one earns back.
Most ecommerce brands try to build CS in-house, then patch with a BPO, then bolt on AI. HelpFlow runs the whole operation as one accountable partner.
Without a managed team
- Tickets pile up overnight; first-response SLAs slip.
- Agents are hired ad-hoc, trained inconsistently, churn fast.
- Quality is sampled at 2% — coaching feedback is anecdotal.
- Peak-period volume spikes overwhelm in-house capacity.
- AI tools get bolted on without QA or accountability.
What HelpFlow owns
- Single SLA across every channel, met by a managed bench.
- Dedicated agents recruited and trained for your brand voice.
- 100% Automated QA with weekly coaching tied to KPIs.
- Volume forecasting and on-demand staffing — built for BFCM.
- AI features (Automated Tickets, Agent Assist) governed by humans.
What we cover
Every channel. Every workflow. One operation.
The desk runs against a single SLA, with one team, one quality bar, and one accountable success manager.
- C · 01
Ticket triage
Inbound triage across Gorgias, Zendesk, Kustomer, Re:amaze and Freshworks — routed to the right agent against your SLA.
- C · 02
Live-chat coverage
Pre- and post-purchase live chat with sub-minute response targets, including session handoffs between shifts.
- C · 03
Email-volume management
Inbox triage, branded replies, escalation routing, and macro maintenance inside the help desk you already use.
- C · 04
Phone & SMS
Inbound voice and text on your numbers, with ticketed handoffs and call-recording for QA review.
- C · 05
Social-media response
DMs, comments, and brand-mention replies on Instagram, Facebook, and TikTok — handled by the same bench.
- C · 06
Escalation handling
Tier-2 escalation playbooks, refund/replacement workflows, and direct lines to your in-house leads when needed.
- C · 07
Peak-period staffing
Volume forecasting and on-demand staffing for BFCM, product launches, and seasonal swings — booked in advance.
- C · 08
Agent training & QA
Brand-voice training, tone documentation, macro libraries, and Automated QA scoring on 100% of interactions.
- C · 09
Performance reporting
Weekly KPI reporting (FRT, AHT, CSAT, deflection) and monthly business reviews with a dedicated success manager.
How a HelpFlow customer service operation runs.
Five stages across the lifecycle of the operation — from the audit that defines the desk to the monthly review loop that keeps it improving. Every step has an owner and a measurable output.
- STEP 01
Strategy & audit
We map your volume, channels, current SLA gaps, and the help-desk and AI tooling your team uses today.
Output Staffing plan + AI configuration - STEP 02
Setup & onboarding
We recruit and train dedicated agents, document tone and macros, and configure Automated Tickets and Agent Assist inside your help desk.
Output Live in 10–14 days - STEP 03
Daily operations
A managed bench runs your tickets, chats, emails, calls, and DMs against your SLA — with a dedicated success manager owning the number.
Output Single SLA across every channel - STEP 04
Automated QA loop
Every interaction is scored by Automated QA. The success manager reviews trends weekly and coaches agents tied to your KPIs.
Output 100% interaction coverage - STEP 05
Continuous improvement
Monthly business reviews surface volume trends, deflection wins, training updates, and the next AI workflows to deploy.
Output Compounding leverage
AI that empowers great human experiences.
We leverage AI to empower the team to provide great brand experiences.
Agent Assist
Real-time AI suggestions during agent interactions — pulled from your knowledge base, brand voice, and prior tickets so every reply is on-tone and on-policy.
Automated QA
AI evaluates every interaction against your quality standards — coverage moves from a 2% sampled audit to 100% automated review with human sign-off on coaching.
Real results from real desks.
All case studies →One number. No seat licenses.
Per-agent hourly rate, billed on actual hours worked. Recruiting, training, QA, AI infrastructure, and management all included. Available month-to-month.
Managed Customer Support
Per-agent hourly rate, billed on hours worked. No seat licenses, no setup fees.
$14 / hr per agent · all-in
- Dedicated agents recruited and trained for your brand
- Dedicated success manager owning the KPIs
- 4-week onboarding with help-desk + AI configuration
- Automated Tickets, Agent Assist, Automated QA included
- Monthly KPI reporting + business review
- Coverage across tickets, chat, email, phone/SMS, social
Frequently asked questions
Six things ecommerce founders ask before they hand the desk over.
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How fast can you onboard?
Most clients are live in 10–14 days from kickoff. Onboarding includes recruiting and training agents on your brand voice, configuring help-desk macros and AI tooling, and standing up Automated QA before any ticket is handled.
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What tools do you support?
Shopify, Gorgias, Zendesk, Kustomer, Re:amaze, HubSpot, Freshworks, Klaviyo, Recharge, and more. We are platform-agnostic — agents work inside the help desk you already use, not a separate HelpFlow tool.
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Do you handle peak periods like BFCM?
Yes. We forecast volume using your prior seasons, staff up the bench in advance, and have managed BFCM for 100+ ecommerce brands. Volume spikes do not require new contracts — capacity is part of the operating plan.
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Are agents dedicated to my brand?
Yes. Each agent is recruited, trained, and managed for your brand specifically. They learn your tone, your products, and your edge cases — not pooled across a shared queue.
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How do you measure quality?
Automated QA evaluates 100% of interactions against your quality rubric. Agents and the dedicated success manager review weekly KPIs (first-response time, average handle time, CSAT, deflection) and run monthly business reviews.
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Is there a contract?
Month-to-month. We earn the renewal each month — no long-term commitment, no early-termination fees. The relationship lives or dies on the operational results.
Ready to delegate your support operation?
Fifteen minutes on a call and we'll map your volume, channels, SLA gaps, and the staffing-plus-AI configuration that gets you live in 10–14 days.