Answers before you ask.
If something here is not covered, email support@customercarestudio.com and a person will answer it.
What does white label actually mean here?
Your customer never sees us. We answer from your support address, sign with your brand, and follow the tone rules we agree at handover. If a customer asks who they are speaking to, the answer is your company.
Do you replace our support team or sit alongside it?
Either. Some partners hand us the whole desk. Others keep a senior person in-house and use us for tier-1 and out-of-hours cover so that person is not answering password resets at 11pm.
How fast do you reply?
First reply is under 2 working hours during covered hours. Resolution time depends on the ticket — a copy change is minutes, a reproduced bug that needs your engineers is bounded by your rota, not ours.
Which hours do you cover?
Monday to Friday, 9am to 6pm, with an on-call rota outside those hours. Extended and weekend cover is available where the ticket volume justifies it.
What do you need from us to start?
Access, a playbook session, and a named person on your side for escalations. Each service page lists exactly what that service needs.
Do you work with agencies as well as product companies?
Yes, and agencies are the most common case. If you resell websites, software or GoHighLevel build-outs, we become the support desk your clients think you employ.
How do you handle something you cannot resolve?
We escalate it to you with the reproduction steps, the affected accounts and the severity already written up. You should never have to re-investigate a ticket we pass over.
How do we get started?
Email support@customercarestudio.com with what you sell and roughly how many tickets a week you see. We reply with a scope and a start date.
Still have a question?
Email us and you will get a real answer, not a sales sequence.