FAQ's

We offer monthly options for our services, so you aren’t required to commit to long-term contracts. However, please note that longer contracts typically provide a more cost-effective solution.

Of course! During their onboarding process, our representatives undergo comprehensive training in Shopify, Zendesk, and Gorgias. Making use of different technologies? Not a problem! During Live Training calls, your agent will participate with your team and you will have the chance to go over any other software that they would require access to. In order to make training easier for them to access in the future, we also record these calls.

At Core Channel, we value time. It just takes one to two weeks on average to get your agents up and running. This covers the hiring, orienting, and live training procedures!

Yes! Unlike other customer service agencies that pool together a team of agents to handle tickets across multiple brands, we assign a dedicated agent to your brand! This ensures that your agent becomes an expert on your brand as well as you brand's tone and voice just like somebody that you would hire in-house.

Absolutely! No matter what time of day (or night) you need Customer Support, our agents are willing and ready to work with you! We can even provide 24/7 coverage if needed.

You’ll have a Team Lead who checks in every week to make sure your agent is doing a great job. They will look at how many tickets your agent answers each day, how quickly they respond to customers, and how long it takes to solve problems. They will also randomly check 5 tickets each week to make sure everything is going well! If you have customer satisfaction scores in your helpdesk, your Team Lead will help address any low scores so your agent can keep getting better. All this information will be put together in a weekly report that your team can see, so you’ll always know how things are going. If there’s anything else you want to track, just let us know and we can make it happen!

A "one size fits all" approach to training is not what we support. For this reason, we will retrieve 150 of your previous questions in order to compile a brand-specific guide. Before taking on the task, your agent will carefully go over this document to ensure they fully comprehend your top queries, their responses, your voice, and your procedures. In order to become up to speed on any special procedures or technological platforms you may have, the agent will also participate in two to three Live Training calls with your team. We can always schedule more Live Training sessions as needed to ensure that your agent is a true brand specialist.

Working with Core Channel means you’ll be working with a great group of people, including your Team Lead, Onboarding Specialist, and Customer Success Manager. The agent we hire for your company should feel just like a regular team member. You can easily talk to your whole Core Channel team through Slack or other messaging apps. They can also join any important team meetings you have planned.

We have processes in place to ensure you do not lose coverage even when your agent is out of office. We'll have one of our Senior Customer Service Agents familiarize themselves with your brand by reading through the brand-specific training guide we built out for your team, and then have them jump into the role to continue to provide responses to your customers until your permanent agent is able to return.

Our team members are professional Customer Service Agents! This means they have an average of 4 years of Customer Service experience, with 2 years specific to the E-Commerce space. All agents must also go through 20 hours of intensive training on top E-Commerce platforms to ensure they are up to speed on the tools your team is using.

The hours that your agent will be working are completely based on your teams needs! This includes everything from EST time, PST time, UK time, AEST time, nights, weekends, etc.

Your team is invoiced twice a month each month.

We designed our services to put together a solution for brands of all sizing. Our minimum number of hours per week is just 20 hours per week, allowing you to scale up as your team continues to grow.