Support programmes, staffed like your own team
From inbound support and omnichannel messaging to technical support, outbound, back-office work and the quality layer over all of it, ClearLine designs the programme, trains the team, and reports on the numbers that matter — so your customers get a real answer every time.
However your customers reach out
Phone
Advisors answering every call, in your name.
Chat & SMS
Real-time messaging where customers already are.
Email & Social
Inbox and DMs, on tone and on time.
One conversation history
Every call, message and chat in a single thread.
Inbound Customer Support
The core of what we do. Your customers call, write or message; our advisors answer in your brand's voice, in your systems, against a service level agreed in writing. Advisors are assigned to your programme rather than shared across a floor, so they learn your product instead of reading a script cold. Everything is measured — speed to answer, resolution, satisfaction — and reported to you weekly, whether the numbers flatter us or not.
- Named advisors assigned to your programme, not a shared pool
- Your CRM and helpdesk, your macros, your tone of voice
- Service levels agreed in writing and reported against weekly
- Escalation paths that end with a person, never a dead end
- Seasonal ramp up and down without renegotiating the contract
Omnichannel Messaging
Customers do not think in channels. They ask on chat, follow up by email and complain on social — and they expect whoever answers to know what happened last time. We work your messaging channels as a single queue with one conversation history per customer, so nobody is asked to repeat themselves and nothing is answered twice by two different people.
- Live chat, Instagram, Facebook, X, WhatsApp and SMS in one queue
- One conversation history per customer, across every channel
- Advisors handling several conversations at once, without dropping tone
- Public replies reviewed before they go out where the risk warrants it
- Response-time targets set per channel, because expectations differ
Technical Support
Technical queues fail when the person answering cannot actually fix anything. Our technical advisors are trained on your product and given real permissions — refunds, resets, provisioning, whatever Tier 1 should own — so most contacts end on first touch. What genuinely needs engineering gets escalated with logs, reproduction steps and a written summary, not forwarded as a one-line ticket.
- Tier 1 and Tier 2 handling, with a defined boundary between them
- Diagnostics run before escalation, with logs and repro steps attached
- Product training before an advisor takes a live contact, not during
- Known-issue tracking fed back to your engineering team weekly
- Documentation gaps reported as they're found, not at quarter end
Outbound & Retention
Outbound is where a support programme can quietly create legal exposure. We run win-back, renewal, onboarding and follow-up campaigns against consent records we check before dialling, with do-not-call handling and call recording disclosure applied per jurisdiction. Advisors are briefed on what they may and may not offer, and every outcome is written back to your system so your team sees the same picture we do.
- Consent and do-not-call status verified before a number is dialled
- Recording disclosure applied to the rules of the customer's location
- Campaign outcomes written back to your CRM the same day
- Scripts reviewed with you before launch, and re-reviewed when they drift
- Call outcomes reported by cohort, not just as a total dial count
Back-Office Support
Behind most support queues sits work customers never see and always feel: orders to process, claims to check, refunds to apply, records to reconcile. It is unglamorous, it is exactly the work that slips when a team is stretched, and it is why a customer's third email is angrier than their first. We staff it as its own queue with its own turnaround targets so it stops competing with live contacts.
- Order, refund and claims processing to an agreed turnaround
- Data entry and record reconciliation with a documented error rate
- Dual checking on anything that moves money
- Backlog clearance as a defined project, priced separately
- Daily throughput reported alongside your live-contact numbers
Quality & Analytics
Most support reporting says how busy the team was, not what customers actually wanted. Every programme includes quality scoring against a rubric we agree with you, plus contact-driver analysis that tells you why people got in touch and what would stop them needing to. Where the answer is a fix on your side rather than more advisors, we say so — it is a shorter engagement for us and a better outcome for you.
- A scoring rubric agreed with you, applied to a sampled set every week
- Contact-driver analysis — what customers wanted, grouped by root cause
- Recommendations that include 'stop this contact happening at all'
- Weekly operational reporting and a monthly review with your team
- Raw data available to you, not just our summary of it
The difference is in what your customers feel
Anyone can staff a phone line. Fewer can make an outsourced team feel like your own — consistent, well briefed, and genuinely able to resolve things, every single time.
One team, fully accountable
A dedicated team owns your customers end to end — trained on your product, working in your tools, measured on your targets.
Quality built into the program
Independent QA scores every program against a rubric you approve, so consistency holds as you scale — not just on day one.
Insight you can act on
Live dashboards and a weekly review mean you hear about a trend from us — before it becomes a spike in readmissions or escalations.
Tell us what you need — we'll design the program
Partner with a support team trained on your product, measured against your service levels, and priced to your programme rather than a rate card. Estimate it yourself, or tell us what you need.