Customer Support
Meeting the Customer Where They Are
In today’s dynamic world, connecting with customers on their preferred channels is essential. We support email, phone, SMS, live chat, and social, combining expert agents with human led AI to keep service fast, consistent, and on brand. When a situation needs care, we hand off smoothly to a human.
General Support
We handle customer questions, troubleshooting, and issue resolution with speed and clarity. Agents use human led AI support to find answers faster and stay consistent across tickets, while keeping the conversation human.
Call Center
Our call center solutions support inbound and outbound needs with a mix of AI voice automation and expert agents. Handle common questions and scheduling quickly, then route to a human when nuance or trust matters.
Live Chat
Engage customers in real time with live chat support that feels personal and on brand. We ensure quick response times, with Agent CoPilot support to keep answers accurate and consistent.
We manage customer inquiries and follow-ups via email with accuracy and a consistent brand voice. Agent CoPilot helps agents respond faster, reduce back-and-forth, and keep tone and policy consistent.
Messaging
Provide quick support through SMS, WhatsApp, and other messaging platforms. Human led AI helps speed up routine replies and keeps responses consistent, with humans leading the conversation when it matters.
Multi-Channel
We integrate support across phone, chat, email, and messaging so customers get a seamless experience across channels. The QA Dashboard and CoPilot help keep quality and coaching consistent across agents and shifts.
24/7 Availability
Offer round-the-clock support across time zones without stretching your team thin. Human led AI helps increase coverage and consistency, and humans stay available for higher touch conversations.
Full Outsourced Team Solution
Get a dedicated, fully managed support team tailored to your business. We handle hiring, training, leadership, and optimization, backed by the QA Dashboard for consistent auditing and clear coaching summaries.
Hybrid Cosourced Solution
Combine your in-house team with our agents for flexible coverage and collaboration. Agent CoPilot supports both teams with faster answers and consistent guidance, while you keep control of what stays internal.
No Long Term Commitments
Enjoy flexible support solutions without being locked into long-term contracts. Scale your support team up or down as needed with our hassle-free month-to-month plans.
Part Time Agents
Need support during peak hours or specific time frames? Our part-time agents provide flexible, cost-effective solutions to meet your business needs.
Full Time Agents
Dedicated full-time agents work as an extension of your team, providing consistent and high-quality customer support. We match agents to your business needs to ensure seamless operations.
Live Video Support
Offer live video support when customers need extra clarity, reassurance, or step-by-step guidance. Ideal for complex products, troubleshooting, onboarding, and high value customer moments.
Co-sourcing and Outsourcing
Choose between full outsourcing for a hands-off approach or co-sourcing to integrate our team with yours. Both models enhance efficiency while reducing costs and improving customer satisfaction.
What
Our Clients Say
What Our Clients Say Before…
We could not find or keep agents that worked night and weekend shifts. As soon as we trained someone they were leaving us it was costing a lot of time and money!
We did not know or appreciate the right ways to integrate the human service touch with powerful support technologies to create a good consistent experience and were totally lost with trying to use customer service to deliver truly differentiating experiences.
We did not know what the drivers were of our customer questions and issues into our support team; we knew our total volume but did not understand what was driving it.
What Our Clients Say After…
Now thanks to CertainlyCX we are able to blend their resources with ours and cover all the overnight and weekend shifts without the pain of constant attrition, for a fraction of the cost, and we benefit from their expertise and system.
CertainlyCX, who is a technology agnostic partner, were able to help us select the proper technology stack and get the most of the solution we purchased. They helped us seamlessly integrate the latest technology and our support agents to improve efficiency and quality while delivering a very personalized human centric service experience that our customers love!
Now thanks to CertainlyCX we leverage our support system and the data within to not only understand why customers reach out but to also deliver proactive and personalized support through the use of individual-level customer data.
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