Outsourced customer support
A dedicated team answers your customers in writing, in your tools and within the response times agreed with you. Every reply is written by a person trained in your tone of voice and your procedures.
Multichannel customer service
Hi, my order was supposed to arrive yesterday and the tracking hasn't changed in three days.
Hi, I'm looking into it right now. The package is stuck at the sorting center: I'm opening an inquiry with the carrier and will get back to you before noon tomorrow.
Sample conversation, for illustration purposes.
Human in the loop
Do you use a chatbot or canned responses? Our agents take over as soon as a conversation calls for it.
Simple question
Opening hours, order tracking, passwords: your tool answers on its own.
Signal
Out-of-scope request, unhappy customer, sensitive situation, uncertain automated reply.
Handoff
They read the history, reply in your tone of voice and close the request, or escalate it to your teams.
Writing quality
Greetings, formal or informal address, words to avoid: a style guide is written with you before launch.
Accuracy, spelling, tone, resolution: each agent is evaluated on a sample of their replies.
First response time and resolution time are set with you, then tracked in the reporting.
Reviews and moderation
Our agents reply to reviews, positive and negative alike, following guidelines approved by you. Reviews that point to a problem are passed on to your teams.
Comments on your social media, messages in your community spaces: we apply your moderation guidelines and flag sensitive cases to you.
Discuss your guidelinesOur agents work in your ticketing, chat or messaging tool, with your credentials and on an isolated network.
Help Scout
LiveChatFrom
6€excl. VAT
per hour
Frequently asked questions
Live chat, email and tickets, messaging apps such as WhatsApp and Messenger, social media and review platforms. A single team can cover several channels.
Tell us your channels, volumes and hours. We will propose a team and a quote.
Outsourced customer support
A dedicated team answers your customers in writing, in your tools and within the response times agreed with you. Every reply is written by a person trained in your tone of voice and your procedures.
Multichannel customer service
Hi, my order was supposed to arrive yesterday and the tracking hasn't changed in three days.
Hi, I'm looking into it right now. The package is stuck at the sorting center: I'm opening an inquiry with the carrier and will get back to you before noon tomorrow.
Open tickets
CustomerToday, 9:12 AM
Hi, I can't download last month's invoice from my customer account. Could you send it to me?
Reply from Thomas, CSS agentDraft
Hi, please find your invoice attached. The link in your customer account has been fixed: you will find future invoices in the same place. Have a great day.
invoice-september.pdf
Today
Hi, can I still change the delivery address for my order?2:03 PM
Hi, yes, the order hasn't shipped yet. What is the new address?2:04 PM · Read
12 rue des Lilas, 69003 Lyon2:05 PM
Got it, the address has been updated. You will receive tracking by text message.2:06 PM · Read
Messaging apps
WhatsApp Business MessengerOur new collection is now online. Free delivery through Sunday.
I've written to customer service three times with no reply. This is unacceptable.
Hi Léa, we sincerely apologize for not getting back to you. We are sending you a direct message to resolve your request right away.
Decent product, but the promised delivery time wasn't met. I had to follow up twice.
Response from the owner2 days ago
Thank you for your feedback, Julien. We are sorry for the delay and have passed your comment on to our logistics department. Write to us at [email address] so we can track your order.
Reply written and posted by a CSS agent
Order received in two days, carefully packaged. Would recommend.
Reply being drafted
Sample conversation, for illustration purposes.
Human in the loop
Do you use a chatbot or canned responses? Our agents take over as soon as a conversation calls for it.
Simple question
Opening hours, order tracking, passwords: your tool answers on its own.
Signal
Out-of-scope request, unhappy customer, sensitive situation, uncertain automated reply.
Handoff
They read the history, reply in your tone of voice and close the request, or escalate it to your teams.
Writing quality
Greetings, formal or informal address, words to avoid: a style guide is written with you before launch.
Accuracy, spelling, tone, resolution: each agent is evaluated on a sample of their replies.
First response time and resolution time are set with you, then tracked in the reporting.
Reviews and moderation
Our agents reply to reviews, positive and negative alike, following guidelines approved by you. Reviews that point to a problem are passed on to your teams.
Comments on your social media, messages in your community spaces: we apply your moderation guidelines and flag sensitive cases to you.
Discuss your guidelinesOur agents work in your ticketing, chat or messaging tool, with your credentials and on an isolated network.
Help ScoutLiveChatFrom
6€excl. VAT
per hour
Frequently asked questions
Live chat, email and tickets, messaging apps such as WhatsApp and Messenger, social media and review platforms. A single team can cover several channels.
First response and resolution times are set with you for each channel, based on your volumes and hours. They are then tracked in the weekly reporting.
Yes, following response guidelines approved by you. Reviews that reveal a product or service issue are flagged to your teams.
Our agents can work with the tools you already use. They step in where an automated reply is not enough, and every reply an agent sends is written and checked by that agent.
Tell us your channels, volumes and hours. We will propose a team and a quote.