Customer Support Outsourcing
Customer support outsourcing for tech, SaaS, eCommerce and service businesses. Tier 1 deflection, Tier 2 troubleshooting and clean escalation paths to your engineers, all under one SLA.
Why Choose 1Point Solutions for Customer Support Outsourcing
- Tier 1 deflection rates of 70-85%
- Tier 2 troubleshooting on your product
- Live chat, email, phone and ticket queues
- Knowledge-base building included
- SLA-backed response and resolution times
- Seamless escalation to your engineering team
- Customer satisfaction surveys after every contact
- Lower cost per ticket every quarter
UK-Based, Worldwide Reach
Six Divisions
One partner across technology, marketing, support, dispatch, eCommerce and operations
24/7 Available
Round-the-clock service
No Contracts
Flexible month-to-month plans
Free Business Audit
We check your site, ads, reviews and socials before you commit to anything
How We Deliver Customer Support Outsourcing
Our proven process ensures seamless implementation and exceptional results.
Step 1
Map your top 50 ticket reasons from real data
Step 2
Build canned responses, decision trees and macros
Step 3
Train agents to your Tier 1 and Tier 2 specs
Step 4
Set up shared queues in your helpdesk
Step 5
Run a parallel pilot for 2 weeks
Step 6
Optimise monthly using ticket and CSAT data
Customer Support Outsourcing Pricing
Every business is different, so is the quote. Tell us what you need and we'll price it properly, no generic plan that half-fits.
Tier 1 Pod
Quoted around your business, not a generic plan
- Email and chat Tier 1
- Business hours
- Knowledge-base authoring
- Macros and canned responses
- Weekly QA
Full Tier 1 + 2
Quoted around your business, not a generic plan
- Phone, email, chat, ticket
- Tier 2 technical
- Extended hours
- Engineering escalation
- Custom CSAT surveys
- Real-time dashboards
Mission Critical
Quoted around your business, not a generic plan
- 24/7/365 cover
- SLA penalties
- Sub-15-min response
- Dedicated tech lead
- On-call engineering bridge
- Quarterly capacity planning
What This Can Look Like
Fintech Cut Cost-Per-Ticket From £6.20 to £1.85
A regulated UK fintech outsourced Tier 1 and 2 support to us. Cost per ticket fell from £6.20 to £1.85 in six months while CSAT rose to 96% and SLAs were hit 99.4% of the time.
Talk to Us About Your BusinessFrequently Asked Questions
Get a Free Customer Support Outsourcing Quote
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Ready to Get Started with Customer Support Outsourcing?
Free business audit.No contracts. Custom pricing, quoted around what you actually need.