Email, live chat, Shopify Inbox, WhatsApp, Instagram, Facebook, TikTok and contact forms — answered by a trained, supervised team working from your policies, your tone and your FAQs.
Fifteen kinds of message. One team answers them all.
Everything below is included on every plan — you're buying hours of trained support, not a per-channel bolt-on. Send us your FAQs and policies and we work from them.
Chat & Messaging
Live conversations, answered in your voice while the customer is still on the page.
A customer asks on Instagram. The team checks your playbook, answers in your voice, and logs it to the monthly report — inside your coverage window, without pulling you in. You hear about it only when it needs a decision that's yours to make.
Mia J. Instagram · new customer
Suppro desk
MJ
Do you ship to Ireland? And how long does it usually take?
S
We do — Ireland is 3–5 working days and fully tracked. I'll send the link the moment it ships.
Answered in 4 minutes · logged to your monthly report
Coverage & response
Response times you can put in writing.
Every plan carries a first-response target. Pick the one that matches how fast your customers expect to hear back — you can move up or down as volume changes.
Monday to Friday, 09:00–18:00 GST. Prefer your own timezone? European and US hours can be arranged on the intro call.
Weekends and public holidays on request — added as a surcharge on your plan rather than a separate contract.
Need it under an hour? Priority Support pulls first response below 60 minutes on any plan.
Nothing gets guessed. Anything needing technical input, or a decision only you can make, is forwarded by email or WhatsApp.
Starter24hFirst response · 10 hrs/week
Growth12hFirst response · 20 hrs/week
Scale6hFirst response · 30 hrs/week
Enterprise4hFirst response · 40 hrs/week
Why teams hand it over
Not a call centre. Your support desk, run by us.
Your brand playbookv3 · live
Refunds under €80 — approve without asking
Always give a tracking link, never a date range
Say "unfortunately" → say "here's what I can do"
Hi Tom — sorry for the wait on #4821. It left our warehouse Tuesday and is out for delivery today. Here's your live tracking link — if it hasn't landed by tomorrow, reply here and I'll send a replacement straight away.
Suppro agent · answering as your store
Trained on your rules before they touch a customer
You send the FAQs, the return policy and the company guidelines. We turn that into a playbook the assigned team answers from — so replies sound like your store, not a script someone else wrote.
Consistent answers — the same question gets the same answer, whoever's on shift.
Your approval thresholds — refunds and goodwill handled inside limits you set.
Updated as you go — send a change, it's in the playbook, not lost in a thread.
Every thread ends somewhere — resolved, or on your desk
Messages from all eight channels land in one place and get triaged. Most are answered outright. Anything that needs technical expertise, or a call only you can make, is forwarded to you by email or WhatsApp — whichever you prefer.
No silent queues. Nothing sits unread waiting for someone to notice it.
Escalations come to you, not to a portal you have to remember to check.
We work in your tools — no migration, no new licence for your team to learn.
Monthly support reportsent 1st
—Tickets handled
—Avg. first reply
—Escalated
W1
W2
W3
W4
W5
A written record of what actually got handled
We track and document every resolved ticket, inquiry and customer message. At the start of each month you get a concise report of what was handled the month before — so you can see where the volume is going instead of guessing.
Volume by channel — see which channel is quietly costing you the most hours.
Recurring issues surfaced — the questions worth fixing on the product page instead.
Right-size your plan — move up or down as the numbers tell you to.
How onboarding runs
From first call to a live inbox in REPLACE_HOURS.
No lengthy contracts, no drawn-out setup — four steps and your support desk is live.
Step 1
Tell us what you need
A short call to map your channels, volume and the hours that fit.
Free 15-minute call, no commitment
Step 2
We train your desk
Your FAQs and policies become the playbook your team answers from.
Trained on your exact rules
Step 3
You go live
Your assigned team takes the inbox across all eight channels.
Escalations still come straight to you
Step 4
We report back
At the start of each month you get a report on what was handled, plus anything worth changing.
Every plan includes all fifteen services across all eight channels. The only things that change are how many hours a month you get, and how fast we answer.
Priority Support — first response under 1 hour+500 / month
Multilingual support, on requestQuoted per language
Included in every plan
Same scope on Starter as on Enterprise.
Email Support
Live Chat
Shopify Inbox
Facebook Messenger
Instagram Direct Messages
WhatsApp Business Chat
TikTok Direct Messages
Contact Form Inquiries
Returns & Exchanges
Order Status Inquiries
Shipping & Tracking
Product Inquiries
Customer Complaints
Gift Card Support
General Customer Support
Not included
Said plainly, so there are no surprises on the invoice.
Phone support
Technical support (IT)
Programming & development
Custom store development
Anything on this list that lands in the inbox still gets triaged — we pass it to you or your developer instead of guessing at it.
Before you ask
The questions that decide it.
What am I actually buying?
A fixed block of support hours each month — 40, 80, 120 or 160 — worked by a dedicated, trained team. All fifteen services and all eight channels are included on every plan, so the plan you pick is really a decision about volume and how fast you want customers answered.
What happens if we go over the hours?
Extra hours are billed at a flat additional-hour rate — shown in the add-ons table above in your chosen currency. If you're consistently going over, we'll say so in the monthly report and suggest moving up a plan, which works out cheaper per hour.
When exactly are you working?
Monday to Friday, 09:00–18:00 GST as standard. If your customers are mostly in Europe or the US, we can align the working window to your timezone instead — that's agreed on the intro call.
Weekend and public holiday cover is available on request and added as a surcharge on your plan.
How does the team know what to say?
You give us a list of frequently asked questions plus your company-specific guidelines — return policy, refund thresholds, tone, anything you'd tell a new hire. We build the playbook from that, and the team answers from it. When something changes, you send the update and it goes into the playbook.
What if a customer asks something you can't answer?
It gets forwarded to you rather than guessed at. If an inquiry needs technical expertise, or can't be resolved from the information we hold, it comes to you by email or WhatsApp — whichever you've told us you prefer.
Do we have to move to a new helpdesk?
No. We work inside the tools you already run — your inbox, your live chat, Shopify Inbox, your social accounts. There's no migration and nothing new for your team to learn.
How does billing work?
Your plan, plus any add-ons used, is invoiced at the beginning of each month. Payment is due within 10 days of the invoice date, and the term can be extended to 30 days on request.
Card payment is available on request via a secure payment link; a 5% processing fee is added to the invoice total for card payments.
"Is the navy one back in stock?"
Answered · 6 min
"Where's my order? #4821"
Answered · 3 min
"Can I swap this for a size M?"
Return started
Let's talk
Ready to scale your customer support and win returning customers?
Fast, on-brand answers are what turn a first order into a second one. Fifteen minutes is enough to work out which plan fits and what we'd take off you first.