Customer support · for ecom brands $1M–$20M

Your support team. Hired, trained, managed by us.

The same agency running your retention email runs your customer support. Live chat, email, tickets, phone, SMS, social. Day-one coverage. No long-term contract. We own the SLA, you own the customer.

Book a free call → See pricing ↓
hwm-cs > handover --status
  first response: < 3 hours
  channels: chat / email / phone / sms / social
  coverage: 24 / 7
  team: agents + ops + qa
  stack: your existing tools
  ✓ ramp in 10–14 days
  ✓ 90-day initial, then month-to-month
  ✓ same data feeds your email engine
Problem 01 Customer asks "where's my order" at 2am Saturday. Nobody answers until Monday.
Problem 02 Hiring 3 agents + a manager + QA is a $15K+/mo commitment with onboarding tax.
Problem 03 Support is fragmented from email, ads, ops. Same customer treated as a stranger every time.
Problem 04 Quality drifts after month 3. Tickets pile up. Refunds eat conversion.

Every channel your customer reaches you on. One team.

Frontline support across the channels ecom shoppers actually use, staffed by humans who know your brand voice. AI runs in the background, never customer-facing.

01
Live chat & email

The 80% of tickets where speed wins.

Shipping questions, order edits, product clarifications, refund triage. First response under 3 hours, target under 30 minutes during business hours.

  • Gorgias, Zendesk, Help Scout, Front
  • Macros + SOPs built around your products
  • Brand-voice trained, not script-read
02
Phone & SMS

For the 20% that needs a voice.

Returns, escalations, high-LTV customers, urgent shipping. US business-hours coverage standard, 24/7 available on the higher tier.

  • Inbound + outbound handled
  • SMS reply within 5 minutes target
  • Recording + transcript fed back to your CRM
03
Social & reviews

The channel marketing forgets.

DMs, comments, Trustpilot, Google Reviews, BBB. Every public response is a prospect-facing impression. We treat them like ads.

  • Reply within 1 hour during business hours
  • Negative review recovery playbook
  • Conversation logs feed your email segments

Live in 10 to 14 business days.

You hand us the keys. We audit, build the playbook, recruit the pod, and ship coverage. No surprises, no hand-holding.

hwm-cs @ rollout — week 1 → live
STEP 01 · DAY 1–3

Audit & SOPs.

We read every macro, every help doc, every old ticket. You get a full teardown: what's repeated, what's broken, where revenue is leaking through bad replies.

>hwm-cs audit --depth=full
STEP 02 · DAY 4–8

Pod assembly.

Agents recruited from our trained bench, matched to your category. Ops manager assigned. QA framework wired. Macros + tone training shipped.

>hwm-cs pod --recruit --train
STEP 03 · DAY 9–14

Stack integration.

We plug into Gorgias / Zendesk / your stack. Shadow your team for 2–3 days, then take over. Daily standups during ramp, weekly after.

>hwm-cs deploy --stack=yours
STEP 04 · DAY 15+

Manage & improve.

Weekly QA scoring, monthly metrics review, quarterly playbook update. Same pod every month. Coverage backups baked in for sick days and holidays.

>hwm-cs run --weekly --qa

The numbers ecom support is measured on.

Targets locked into the SLA from day one. We report against them weekly. If we miss, you keep your money.

< 3h
First response, email
Down from 15h+ industry baseline
< 30m
First response, chat
During business hours
75+
Tickets / agent / day
Top performers hit 90+
92%+
CSAT target
QA-scored weekly, aligned to rubric

We work in your tools, not ours.

No platform migration. No tool consolidation pitch. Your team logs into Gorgias today, our team logs in tomorrow.

Gorgias
Zendesk
Help Scout
Front
Freshdesk
HubSpot
Shopify
Klaviyo

Per agent, per hour. No per-ticket games.

Flat hourly rate. You scale up or down by the headcount you need. Includes ops manager, trainer, QA, and backup coverage at no extra cost.

// Starter pod

1–3 dedicated agents.

$14 / agent / hour
  • 1–3 dedicated agents on your account
  • Ops manager + QA framework included
  • All channels (chat, email, phone, SMS, social)
  • Macros, SOPs, brand-voice training
  • Weekly metrics + monthly QA review
  • Backup coverage built in
Quote a starter pod →
Most popular // Scale pod

4–9 dedicated agents.

$12 / agent / hour
  • 4–9 dedicated agents on your account
  • Same ops + QA structure as starter
  • 24/7 coverage available
  • Customer Success Manager assigned
  • Quarterly business review with founders
  • Email + SMS + CS data unified into one view
Scope a scale pod →
// Enterprise pod

10+ dedicated agents.

$10 / agent / hour
  • 10 or more dedicated agents
  • Multi-pod structure with team lead per pod
  • 24/7 coverage included
  • Sales concierge + EA agents available on same model
  • Optional AI deflection layer (30–50% auto-resolve)
  • Custom SLAs and dedicated success ops
Quote an enterprise pod →
01 90-day initial commitment so the pod has time to learn your brand. Converts to month-to-month after.
02 No per-ticket fees. No volume surcharges. The hourly rate is the rate.
03 Email + CS bundle: existing email retainer clients get $1/hr off all CS rates. Same data, one team.
04 AI deflection add-on (Enterprise tier): we layer agent-assist + auto-resolve macros to deflect 30–50% of routine tickets. Quoted separately.

The questions ecom founders ask first.

If yours isn't here, ask on the call. Same-day reply.

Q.01
How is this different from hiring agents off Upwork or a BPO?
Three things: operational leadership (ops manager + QA built in, not just bodies in seats), systems that prevent quality drift after month 3 (the moment most BPOs break), and integration with your email engine if you're a retention client. We're not a staffing agency, we're an outsourced support department.
Q.02
Are agents dedicated or shared across clients?
Dedicated. One pod per client. Backup coverage exists for sick days, but day-to-day, your agents work on your brand only. They learn your products, your tone, your edge cases.
Q.03
Do I have to switch helpdesks?
No. We work in your existing stack — Gorgias, Zendesk, Help Scout, Front, Freshdesk, HubSpot, whatever you have. We can recommend optimizations but the platform is your call.
Q.04
Will customers know they're talking to an outsourced team?
No. Agents reply from your domain, in your brand voice, signed off as your team. The customer has one experience: yours.
Q.05
How does AI fit in? Will my customers chat with a bot?
No customer ever talks to a bot under our brand setup. AI runs internally for agent assist, draft suggestions, automated QA scoring — the things that make humans faster and more consistent. The customer always gets a human reply.
Q.06
What happens after the 90-day initial term?
Converts to month-to-month. Cancel with 30 days notice. We'd rather you stay because the work is good than because you're locked in.
Q.07
Do I have to be an HWM email client to use CS?
No. CS is a standalone service. But if you do both, the bundle saves $1/hr per agent and we connect support data to your email segments — winback triggers from cancelled orders, VIP tags from high-touch tickets, replenishment timing from product questions. That's the unfair advantage.
Q.08
What's the smallest brand you take on?
Roughly $1M annual revenue minimum. Below that, the math on a dedicated pod doesn't work for either side — you'd be better with a freelancer or a part-time hire. Above $1M, we win on speed-to-coverage and quality consistency.
Q.09
Where are your agents located?
Vietnam. We have offices in Bien Hoa and Hanoi. Agents are fluent English (near-native written, conversational on phone), trained for US/UK/AU brand voice. We staff in shifts to cover US business hours, US evenings, and 24/7 on the Scale and Enterprise tiers. Most "US-based" CS BPOs hide that their agents are offshore. We don't — the cost structure is exactly why our pod is sustainable at $10–$14/hr without quality compromise.
Q.10
Can you place roles other than support agents?
Yes, on the Enterprise tier. Same dedicated-pod model, different role: executive assistants, marketing assistants (campaign QA, social DM monitoring, influencer outreach), e-commerce sales concierges (live-chat-driven upsell + cart recovery). Pricing follows the same $10/hr Enterprise rate. Most clients start with CS, then add 1–2 specialist roles once the rhythm is proven.
Next step

A 30-minute call. No pitch deck.

Tell us your ticket volume, your stack, and your current coverage. We tell you what a pod looks like and what it costs. If it fits, we send the SOW the same day.

Book the support call → Or email Emma direct ✉