Questions? We’ve got answers.

A multilingual customer support agency. We build and manage native speaking support that answers your customers in their own language, inside your tools and in your voice.

Marina, our founder and CEO. She has proven experience building customer service teams from scratch, and she personally leads every new client.

In Spain, inside the EU. We work on European time.

Businesses that sell in more than one country, especially e-commerce, DTC and SaaS brands. We only work with businesses, not consumers.

Native speakers that we find, select, train and manage for your account.

You buy support coverage, not the time of specific people. We aim for continuity, but Kirvat decides who works on your account, including holidays and replacements.

Through your account coordinator. You set the rules and priorities, and we organise the team to follow them. You don’t manage the agents directly.

From Essential upwards, backup cover is included, so your support continues. On Starter, we agree a plan for absences with you before you start.

Tell your account coordinator why. If it’s justified, we’ll replace them. This doesn’t give right to a refund.

English, Spanish, French, Italian, German, Portuguese and Arabic, with more languages on the way.

It depends on your plan: 1 plus English on Starter, 2 on Essential, 3 on Growth and 4 on Scale. Custom plans can include more.

Yes, at no extra cost, with at least 15 days’ written notice so we can prepare the right people.

Tell us where your customers are, for example Spain or Latin America, France or Canada, the UK or the US, and we’ll match the right people. If we can’t, we’ll tell you.

Choose your plan on our Get started page and send your request. Within one business day, we confirm it and send your order with the bank transfer details.

Once we confirm your order in writing and your first month is paid. Sending the request doesn’t commit you to anything.

About three weeks after your first payment, depending on your languages and hours.

Access to your tools, your policies (shipping, returns, refunds), your tone of voice and a contact person for escalations.

Zendesk, Gorgias, Intercom, Freshdesk, Help Scout, Salesforce, Aircall, Shopify, Gmail, Outlook and Slack, among others.

From €890 a month (Starter) to €6,690 a month (Scale), plus VAT. Custom plans are quoted on request. See our pricing page.

Your plan includes 1, 3, 5 or 7 hours of support a day, depending on the plan. These are hours of service for your whole account, shared by your team, not hours per person.

Monday to Friday, excluding Spanish national public holidays. Weekends and holidays are only available on Custom plans.

Yes. You choose the time slot when you sign up. On Scale, you can split the hours across time zones.

Each plan is based on an expected volume of messages. If it stays more than 30% higher for two weeks, we’ll propose extra hours or a bigger plan. You can also add extra hour packs at any time.

Yes. Upgrades apply from your next billing month. To downgrade, tell us in writing at least 15 days before your billing month ends.

Plan hours don’t carry over and aren’t refunded. Extra hour packs roll over for one month, then expire.

A programme for five companies each quarter, with priority onboarding, a preferential rate and a quarterly review with our CEO. You can apply from our contact page.

By bank transfer. Card and direct debit are coming soon.

Plans are invoiced monthly in advance. Every invoice must be paid within 3 days of its date.

If it’s still unpaid 24 hours after the due date, your plan is cancelled automatically, without notice.

No. Prices are in euros and VAT is added where it applies.

No. You can cancel at any time.

Email billing@kirvat.com at least 15 days before your billing month ends, and your plan ends on the last day of that month. If you tell us later, it ends at the end of the following month, which is invoiced as usual.

No. Once paid, fees aren’t refunded, including the rest of a month if you stop early, unused hours and expert services that have already started.

Tell us in writing before it’s due. Please don’t ask your bank to reverse a payment without contacting us first.

Every week, a senior member of our team reviews a sample of replies in every language.

Yes, on Growth and Scale. If we miss the reply time in your plan in a given week, we take 2.5% of that month’s plan fee off your next invoice, up to 10% a month. Conditions apply, as set out in our terms and conditions.

A weekly summary on every plan. On Scale, also a monthly report on what your customers say and a quarterly strategy call.

Only as a tool, from authorised providers, and never to train AI models with your data. Every reply your customers receive is written or reviewed by a person.

Yes, from Growth upwards. We pick up the conversations your bot can’t solve.

Yes, on Scale and Custom plans.

Yes. We’re based in the EU, work under GDPR and sign a data processing agreement with every client. We’re happy to sign your NDA too.

Only the people on your account who need it, with the access permissions you choose.

We remove our access to your tools and delete or return your data, as you prefer.

Extra hours for admin, Shopify store management, reviews, bookkeeping, social media or project coordination. From €450 a month for 10 hours.

No. We reply to reviews and invite real customers to leave one, but we never write, buy or fake reviews.

No. It covers expenses, invoices and records only.

We contact your support like real customers, in your customers’ languages, and send you a report with what to fix first. From €990.

No, but if you start a monthly plan within 30 days, we take it off your first month.

Your support set up for a new market, including the first month of Essential. €5,490.