Customer Obsessed Support

Our goal is to provide seamless, scalable support, even across volume peaks. At scale, the majority of your team is dedicated, with an additional 10-40% in shared resources, which is what allows us to flex up and down with your volume.
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We manage our team so you don’t have to! Your account team sits in Slack account and any feedback, updates and gifs can go straight to us! We ask that you treat us as one agent and we believe we’re only as good as our weakest link.

Think of us as one superhuman agent. You hire and train us once. We can then scale from hundreds to hundreds of thousands of tickets as needed. You pay based on volume.

No magic, just software. We build tools in-house that empower our agents to be more efficient without sacrificing brand voice or quality. Imagine if your company’s engineers spent all of their time building better tools for your customer service team instead of building features for your customers.

That’s what we do.

We bake processes and automation into what we do - it’s how we make sure that little details like notes, refunds, replacements aren’t forgotten - but the reply to the customer is never automated.

We try to make everything else faster so our agents can personalize genuine replies to your customers!

Ultimately, we want to be helpful for you. Though there are exceptions, we’ve found that if you get fewer than 3,000 tickets a month, we often aren’t that impactful just because there are a lot of edge cases that require your input.

If you’re on the scale of 10,000 to 100,000 tickets a months, we can comfortably ramp up in a few weeks. If you are significantly bigger than that, we can offer partial coverage immediately, but things will be much smoother with a month or two of lead time.

Not sure where you fall? Email us at hi@hioperator.com!

Your account team sits in Slack and will help surface any urgent trends day to day. Depending on your business, we can also send weekly or monthly reports that include breakdowns of common issues so you know what your customers are writing in about! We start off with weekly review meetings for the first two months and then meet monthly as needed.