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
Outsource the Whole Customer Service Operation
Other agencies supply agents. HelpFlow hires your team and runs the whole operation, from training through QA and performance management.
Without a Managed Team
- Tickets pile up overnight; first-response SLAs slip.
- Agents are hired ad-hoc, trained inconsistently, churn fast.
- QA happens when someone finds time, so coaching runs on anecdotes.
- 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.
- Automated QA with weekly coaching tied to KPIs.
- Volume forecasting and coverage planning for your peak periods.
- AI features (Managed Automations, 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
Instagram, Facebook, and TikTok DMs and comments, answered by the team that runs your other channels.
- 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 Planning
Volume forecasting from your prior seasons and coverage planning for sales events, product launches, and seasonal swings.
- C · 08
Agent Training & QA
Brand-voice training, tone documentation, macro libraries, and Automated QA scoring that feeds weekly coaching.
- 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 Managed Automations 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
Automated QA scores interactions against your quality rubric. The success manager reviews the trends weekly and coaches agents on the KPIs you set.
Output Weekly QA review and coaching - 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 scores interactions against your quality standards, and a manager on our team signs off on the coaching that follows.
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
- Managed Automations, Agent Assist, Automated QA included
- Monthly KPI reporting + business review
- Coverage across tickets, chat, email, phone/SMS, social
Frequently asked questions
Seven things ecommerce operators ask before they hand the desk over.
-
If we outsource customer service to you, who manages the team?
We do. We recruit and train the team, run QA, and manage performance against the targets you set. Staffing agencies supply agents for you to manage.
-
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.
-
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.
-
Do you handle peak periods like BFCM?
Yes. We forecast volume from your prior seasons, then recruit and train the extra agents the plan needs before the peak arrives.
-
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.
-
How do you measure quality?
Your quality rubric sets the standard, and Automated QA scores your team's conversations against it. Agents and the dedicated success manager review weekly KPIs (first-response time, average handle time, CSAT, deflection) and run monthly business reviews.
-
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.