Customer Experience02
Outsourced live chat, email and social media support
Writers who reply quickly, accurately and on brand across chat, email, social messages and reviews.
What's included
What our chat, email & social support team handles
Live chat on your site or app
Email and ticket queues
Social DMs and review replies
Help-center articles and macros
Written support that keeps up with your customers
Customers expect a chat reply in under a minute and an email answer the same day. Our written-support agents are hired for their writing, trained on your tone of voice and measured on response time, resolution and quality.
They work inside your help desk, use your macros and suggest new ones when they see the same question repeatedly. Over time that turns into better help-centre articles and fewer contacts.
What a typical programme covers
- Live chat on your website or app, including pre-sales questions
- Email and ticket queues with agreed response-time targets
- Social media messages, comments and public review replies
- Help-centre articles, saved replies and macro upkeep
Who it is for
Online retailers, D2C brands, marketplaces, travel companies and software businesses with growing written-contact volumes.
Calls answered within 30 seconds
Average post-contact CSAT
Typical time to go live
Why teams choose SS Universal for chat, email & social support
Neutral, trained English
Agents pass accent, grammar and empathy assessments before they join your programme.
Coverage on your clock
Day, night, weekend and overflow shifts aligned to Gulf, Indian, UK, North American or Australian time zones.
Measured on outcomes
Weekly QA scorecards on resolution, handle time and CSAT, not just call counts.
Scale up in weeks
Add seats for launches and peak seasons without a recruitment drive of your own.
How it works
From first call to a running team
- 01
Discovery call
A 45-minute call to map your volumes, hours, systems and quality bar.
- 02
Proposal and pilot plan
A written scope, transparent pricing and a 30-day pilot with clear success measures.
- 03
Train and go live
Your team trains on your playbooks and tools. Most pilots go live in two to three weeks.
- 04
Report and improve
Weekly scorecards, monthly business reviews and a named account manager you can call.
Questions buyers ask us
Straight answers about chat, email & social support with SS Universal.
Typical targets are under 60 seconds for chat and under four business hours for email, agreed in your service level agreement and reported weekly.
Yes. We draft and post replies to reviews on Google, Trustpilot and marketplace platforms using guidelines you approve.
Yes. Agents handle the conversations your bot hands over, and we report the common hand-off reasons so you can improve the bot.
Industries we run this for
Related services
Ready to talk about chat, email & social support?
Tell us what you need. You will get a scoped proposal and a pilot plan within two business days.