Overview
When customers need technical help at any hour, response speed and brand consistency matter. Red Shore Solutions delivers white-label help desk outsourcing so your users experience one cohesive support brand while we run day-to-day execution.
Common Challenges We Solve
- Support queues spike outside business hours.
- Internal teams cannot staff 24/7 coverage sustainably.
- Escalation handoffs are inconsistent across shifts.
- Customer experience suffers when overnight support quality drops.
Scope of Service
- Omnichannel intake across email, chat, and voice.
- 24/7 shift coverage with schedule governance.
- Tiered triage, incident classification, and escalation routing.
- Knowledge base usage standards and update feedback loops.
- Executive and operations reporting cadence.
KPI and Governance Focus
- SLA response and resolution adherence by queue.
- First Contact Resolution (FCR) by issue class.
- Average Handle Time (AHT) and quality trends.
- CSAT trend tracking by channel and shift window.
How Delivery Works
- Service design: channel mix, queue taxonomy, escalation matrix.
- Readiness setup: tooling alignment, playbooks, and reporting baseline.
- Launch: phased go-live with quality checkpoints.
- Stabilization: weekly operations reviews and monthly KPI governance.
Ideal Fit
- SaaS, e-commerce, and platform businesses needing 24/7 continuity.
- Teams that want branded support but not internal overnight staffing burden.
Frequently Asked Questions
Will customers know support is outsourced?
No. This is delivered as a white-label model aligned to your brand voice, policies, and workflows.
Can you support multiple time zones?
Yes. We design coverage to your customer distribution and priority support windows.
How do escalations work for critical incidents?
Escalation tiers, response SLAs, and notification workflows are defined during setup and enforced in daily operations.
Can this integrate with our existing ticketing stack?
Yes. We work within your support tools and escalation systems.