Services Details

Managed Customer Care & Technical Support

World-class support across Email, Chat, and Calls — with optional technical tiers (L1–L3) for SaaS and software products.

Support isn’t just answering messages—it’s protecting your brand, reducing churn, and keeping customers confident. XonoDevs provides a fully managed customer support operation with optional technical support tiers. We handle the team, training, playbooks, quality assurance, and reporting—so you get consistent outcomes and a smoother customer experience.

What You Get

• Dedicated Remote Support Team
  Fully trained on your product, policies, and brand voice.

• Omnichannel Coverage
  Email, Live Chat, Phone support (Social & DMs optional).

• CX + Technical Support (L1–L3)
  Coverage aligned with your product’s complexity.

• Quality Assurance & Coaching
  Consistent, professional, and brand-aligned responses.

• CSAT & KPI Reporting
  Actionable insights with continuous improvement recommendations.

• Scalable Support
  From a single agent to multi-agent, multi-shift coverage as you grow.

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Our Service Lanes

A) Customer Care (CX Operations)

Ideal for:

• E-commerce businesses

• Automotive & parts companies

• Service providers & agencies

• Marketplaces & booking platforms

• Subscription-based businesses

B) Technical Support (Support Engineering)

Ideal for:

• SaaS platforms

• Mobile & web apps

• Software products

• Technical and digital solutions

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Channels We Handle

Email Support

• End-to-end ticket handling (first reply → resolution)

• Refunds, returns, replacements, cancellations

• Billing queries & policy explanations

• Complaint handling with empathy

• Templates & macros for fast replies

• Clear tagging and categorization for reporting

Live Chat Support

• Real-time pre-sale and post-sale assistance

• Product inquiries & order updates

• Issue resolution with escalation triggers

• Chat summaries and follow-ups to avoid repetition

Phone Support (Inbound & Outbound)

• Resolution-focused inbound support

• Outbound follow-ups, confirmations & retention calls (optional)

• Call scripts, notes & structured escalation

• Professional, empathy-led communication

Back Office Support

• Order processing & operational tasks

• Ticket hygiene (tagging, cleanup, routing)

• Knowledge base updates (FAQs, help articles)

• Workflow and admin support to keep operations smooth

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Technical Support Tiers (L1–L3)

Tier 1 (L1) — Frontline Product Support

• Onboarding and “how-to” guidance

• Account & access issues

• Basic troubleshooting

• Billing & subscription assistance

• Structured data collection (screenshots, device, browser, steps)

Tier 2 (L2) — Support Engineering

• Advanced troubleshooting & issue reproduction

• Known-issue identification & workarounds

• Clean escalation notes for engineering teams

• Bug reporting with severity, impact & environment details

Tier 3 (L3) — Advanced Technical Support (Scope-Based)

• Incident handling & deep investigation

• Direct coordination with engineering/product owners

• Post-release monitoring

• Root-cause analysis & prevention recommendations

L3 scope is clearly defined based on product complexity and access.

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Premium Support Standards (What Makes Us World-Class)

Brand Voice Consistency

We adapt to your tone—friendly, premium, corporate, or casual—across every channel.

Proactive, Not Just Reactive

We actively improve your support system by:

• Identifying recurring issues

• Reducing ticket volume with better FAQs & templates

• Flagging customer and product pain points

• Suggesting UX and content improvements

Quality Assurance & Coaching

• Daily conversation reviews

• QA scorecards

• Continuous agent coaching & training refreshers

CSAT & KPI Performance

We align around measurable outcomes:

• Customer Satisfaction (CSAT)

• First Response Time (FRT)

• Resolution Time

• Backlog Health

• Escalation Speed

• Quality Scores

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Our Service Cards

1. Email • Chat • Calls
   Omnichannel support aligned with your business hours.

2. Dedicated Support Team
   Trained on your product, policies, and customer tone.

3. Technical Tiers (L1–L3)
   From basic product help to advanced technical escalation.

4. QA & Coaching
   Daily reviews to ensure consistent, high-quality support.

5. CSAT & Reporting
   Weekly insights and performance tracking.

6. Back Office Support
   Operational tasks handled to keep workflows clean.

7. Playbooks & Templates
   SOPs, macros, and escalation rules for fast resolutions.

8. Scale With Confidence
   Start small and expand smoothly as demand grows.

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How It Works

Step 1 — Discovery & Audit

We understand your product, customers, policies, tools, and ticket patterns.

Step 2 — Playbooks & Setup

We create SOPs, templates, macros, categories, and escalation rules.

Step 3 — Training & Shadowing

Agents train using real scenarios and sample conversations.

Step 4 — Go Live (Monitored Launch)

We launch with close oversight and rapid refinements.

Step 5 — Optimization & Growth

Ongoing QA, reporting, and scaling based on ticket volume.

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Tools & Systems

We Work Inside Your Existing Tools

Already using a helpdesk, CRM, chat, or calling system?
We seamlessly integrate into your workflows and follow your processes.

Or We Build the Entire System for You

If needed, XonoDevs can:

• Set up helpdesks, workflows, automations, templates, and reporting

• Build a fully customized support portal tailored to your business

In short: we handle everything—from support operations to the technology behind them.