“Our first reply takes a day.”
Customers ask twice, then leave a bad review.
Customer Support Outsourcing Services
Customers don’t care how busy you are. They want a fast, friendly answer that fixes their problem. We give you a trained support team that learns your product, speaks in your tone of voice and gets checked for quality every week.
Hi, I was charged twice for my order.
Sorry about that, Maya. I can see both charges. I’ve refunded the extra one now. It will show in 3–5 days.
Wow, that was fast. Thanks!
- Live chat
- Help desk tickets
- In-app
- Social media
- Phone (where staffed)
When support falls behind, customers leave
“Every launch or sale buries the team.”
You can’t hire for two busy weeks.
“Each agent answers differently.”
Customers get mixed messages.
“We have no idea how good our support really is.”
You only hear about the bad ones.
We fix these with trained people, a shared knowledge base, weekly quality checks and staffing that follows your volume.
Three things we get right from day one
We learn your product like an employee would
Before we answer a single customer, the team studies your product, your policies and your past tickets. We build a knowledge base and ready-made replies, and keep them up to date.
- Product and policy training
- Tone-of-voice guide
- Tested before going live
Can’t log in
Reset link works → solvedStill failing → check SSO settings
Not a known issue → escalate
Escalation to your engineersSteps to reproduce · logs · account ID · browser · screenshots
We score real conversations every week
Our QA team reviews a sample of real tickets and scores each one: was it correct, did it follow policy, was it kind, was it clear? Low scores lead to coaching, not blame.
- Weekly QA scorecards
- Calibration sessions with your team
- One-to-one coaching
Correct answer96%
Followed policy100%
Tone & empathy88%
Clear notes74%
Coaching booked · Calibration with your team on Thursday
You get a clear report, not a mystery
Every week you see how many tickets we handled, how fast, how well, and what customers complained about most. We tell you what we changed and what we need from you.
Volume12,480
SLA met98%
QA score95
- Top issue: refund policy unclear → guide updated
- Staffing next week +2 for sale
- 3 cases need your decision
Questions we answer every day
We handle the full customer journey, from the first question to after-sales help.
- Pre-sale questions
- Account and login help
- Order and delivery updates
- Billing questions
- Complaints
- Returns and refunds
- New user onboarding
The numbers you will see
We agree targets with you, then report against them every week.
First reply timeHow fast customers hear back.
Resolution timeHow fast problems are solved.
Customer satisfactionWhat customers say about the help.
Quality scoreOur QA score on real tickets.
BacklogHow many tickets are waiting.
SLA metShare of tickets inside your targets.
I spent years on the buyer’s side, checking outsourcing vendors. I saw what good looks like and where vendors cut corners. I built SenBPO to be the partner I always wanted to hire.
How we take over customer support
- Step 1
Read your tickets
We review a sample of past tickets to find the top reasons customers write in.
Top-issues list
- Step 2
Build the answers
Macros, steps and escalation rules, checked and approved by you.
Knowledge base and tone guide
- Step 3
Shadow, then go live
Agents draft replies for your review first, then answer on their own once quality is proven.
Shadow-period scorecard
- Step 4
Improve every week
We report the top reasons for contact and suggest what to fix in your product or help centre.
Weekly report
Timings depend on volume and complexity. We agree them with you in writing before the pilot starts.
How we protect your customers and your brand
Quality scoringTickets scored on accuracy, tone and following policy.
Escalation pathsRefunds, legal issues and angry customers go to your named owner.
Access limitsAgents see only the customer data the task needs.
Response targetsFirst reply and resolution times agreed and reported.
Who benefits on your side
Head of customer experience
Steadier response times and a view of what customers really ask for.
Product and engineering
A weekly list of bugs and confusing features, backed by real tickets.
Finance
A predictable cost per ticket you can plan around.
Try us with a support pilot
Start with one channel, one language or one type of ticket. After a few weeks you will have real numbers to decide on, not promises.
What you get
- Team trained on your product
- Knowledge base and ready replies
- Pilot on real tickets
- Weekly QA and SLA report
- Plan and quote to scale up
Straight answers
Still have a question? Ask us directly.
Which languages can you support?
Tell us the languages and channels you need. We confirm we have the right people before we propose a team, instead of promising a long list.
Can you cover our time zone?
Yes. Hanoi is UTC+7. We plan shifts from your hourly volume, including nights and weekends where needed.
Will customers know you are outsourced?
Our team works in your help desk, under your brand and in your tone of voice.
How fast can we launch?
It depends on team size, training material and tool access. We confirm the timeline in your plan. A small pilot is usually the fastest start.
What if quality drops?
You will see it in the weekly QA score. We coach, retrain or change the setup, and we tell you what we did.
Do you offer phone support?
We confirm channels for each program based on your languages, hours and volume. Ask us early, and we will say honestly whether a channel is a good fit.
Ready to build better operations
Tell us what you need to run, fix, or growWe will map out the right team and a pilot plan