How it works
From first call to happy customers,
with a team built for you.
We find, hire and train the right agents for your business, and our CEO leads it all personally. No tenders, no hassle and no surprises.
Six steps, one person in charge
Marina, our CEO, has proven experience supporting businesses and building their customer service teams from scratch. She finds the right people for you and leads every step, from the first call to the day you go live.
- Day 1
A free call with our CEO
We talk about your customers, your markets, the channels you use and what’s not working today. Ten minutes, no sales script.
With our CEO - Day 2 to 3
Your proposal
You get a clear plan: which languages, how many hours of support, how your Kirvat team will work and what it costs. No small print.
With our CEO - Week 1 to 2
We find and build your Kirvat team
Our CEO finds and selects native speaking agents for your languages and your kind of business. A team built for you, not borrowed from someone else, with backup for when anyone is away.
With our CEO - Week 2 to 3
Onboarding
We train your new Kirvat team on your tools and products, and write your reply playbook in every language. Before going live, we test it with real cases.
With your Kirvat team - Week 3
Go live
Your Kirvat team starts answering your customers. During the first weeks we check in with you more often to fine tune everything.
With your Kirvat team - Every month
Better every month
A weekly summary, a monthly review call and quality checks in every language. You can change hours from one month to the next, and languages with 15 days’ notice.
With our CEO and your Kirvat team
What we need from you
Very little. Just enough for us to sound like part of your team.
Access to your tools
Your helpdesk, inbox or chat, with the permissions you choose.
Your product basics
FAQs, policies for shipping, returns and refunds, and anything customers ask a lot.
Your tone of voice
A brand guide if you have one. If not, a few examples of replies you love.
Someone to escalate to
A contact on your side for the rare cases only you can decide.
Your first month live
What to expect, week by week.
Live
Your Kirvat team answers your customers. Quick daily check ins if you want them.
Fine tuning
We adjust replies, hours and escalation rules based on real conversations.
Settling in
Your Kirvat team knows your products and customers well, and fewer cases need you.
First review
A call to look at the numbers together and agree on what to improve next.
How we keep quality high
Good support isn’t luck. It’s a system, built from proven experience.
- Quality checks in every language. Every week, a senior member of our team reviews a sample of replies.
- Your playbook, always up to date. Every new case becomes a better reply, and the playbook is yours to keep.
- Backup cover. Holidays and sick days never leave your customers waiting.
- Clear reporting. A weekly summary and a monthly review call, so you always know what’s happening.
- Reply time guarantee. On Growth and Scale, if we miss the reply time in your plan, you get a credit on your next invoice. Conditions apply.
Good questions
How fast can you start?
Most clients go live about three weeks after the first call, depending on how many languages and hours of support you need. If you’re in a hurry, tell us and we’ll do our best to go faster.
Do we need to train the agents?
No. We find the agents, train them on your products and write the playbook ourselves. We only need your basics and someone to answer our questions in the first days.
Will we stay in control?
Always. You decide the rules, see every conversation in your own tools and can change anything at any time.
What if we’re not happy?
Tell us. We’ll fix it, change agents if needed, and you can always cancel by letting us know 15 days before the end of your billing month.
Ready for step one?
Book a free 10 minute call with our CEO. No pressure, just a friendly chat about your customers.
Book a free call