Service
Customer support that answers in seconds, around the clock
Your customers do not care what timezone you sleep in. We staff trained, English-fluent support teams that cover chat, email and voice 24/7 — at a per-agent price a growing company can actually sustain.
Overview
Customer support outsourcing, explained
Customer support outsourcing means a dedicated team, trained on your product, working your queues — live chat, email, tickets and voice — under your brand and your quality bar. Aadhya has run support desks from Indore, India since 2010, for e-commerce stores, SaaS products and service businesses in the US, UK and Australia.
Engagements start with a two-week pilot on real tickets, priced per agent per month with published rates on our pricing page. Specialised desks: live chat, e-commerce support and back-office processing.
At a glance
- Channels
- Live chat, email, tickets, voice, social DMs
- Coverage
- 8×5 to 24/7, follow-the-sun rosters
- Tools
- Zendesk, Freshdesk, Intercom, Gorgias, HubSpot
- Pricing
- Per agent / month — published, no gate
- Start
- 2-week paid pilot on your real queue
- QA
- Weekly scorecards: CSAT, FRT, resolution rate
What you get
Built for accountability, not activity
- Dedicated agents, not a shared pool. Your team works only your queues, learns your product, and stays — attrition backfill is our cost, not yours.
- Your stack, your data. We work inside your helpdesk with role-limited seats. Nothing is exported; access is revocable in one click.
- Real QA cadence. Every agent scored weekly on CSAT, first-response time and resolution quality, with transcripts you can audit.
- A named delivery manager in your Slack or email — escalation is a message, not a ticket.
- Documented playbooks. Macros, tone guide and escalation matrix written during onboarding, owned by you.
How it starts
- Week 0
- Scope call: channels, volumes, hours, tools, tone. You get a written pilot plan and a fixed per-agent quote within 48 hours.
- Week 1–2
- Paid pilot: 1–2 agents on your live queue with your macros. You watch every conversation.
- Week 3
- Review against agreed metrics (CSAT, FRT, resolution). Scale, adjust or stop — no lock-in.
- Ongoing
- Weekly scorecards, monthly reviews, roster changes on 2 weeks notice.
Pricing shape
How this service is priced
Exact rates live on the pricing page — published, because serious buyers filter on it.
- Per agent
- A dedicated full-time agent on your queue, monthly rate. The default for steady volumes.
- Shared desk
- Fractional coverage for <300 tickets/month. Smallest sensible starting point.
- Per ticket
- For spiky seasonal volumes, priced per resolved conversation.
- Team + lead
- 4+ agents with a working team lead and QA analyst included.
Fit check
Built for some teams. Wrong for others.
Honest scoping saves both sides a month. This desk fits when:
- E-commerce and SaaS teams past ~300 tickets/month, where the founder or engineers are still answering email
- Companies expanding into US/UK/AU timezones without wanting a night shift
- Support teams that need overflow, weekend and holiday cover without hiring for peaks
Probably the wrong desk if: Products so early there is no ticket pattern yet to write playbooks from; Regulated phone-heavy lines (collections, insurance sales) needing licensed onshore agents; Teams looking for a $200/month miracle — quality agents have a real cost floor.
The Aadhya way
Support is won in month six, not the demo: the agent who still knows your product at Diwali, the scorecard that reports a bad week before you feel it, the backfill that arrives trained. Everything about this desk is built for the long, boring middle of the relationship — which is where support either compounds trust or quietly burns it.
Inside this service
Specialised desks
Live Chat Outsourcing
A chat answered in 30 seconds converts; a chat answered in 5 minutes is a closed tab.
E-commerce Customer Service
E-commerce support is 60% "where is my order", 20% returns, and 20% moments that decide whether the review is one star or five.
Back Office Outsourcing
Order processing, catalogue updates, invoice matching, document handling — the work nobody tweets about and every business runs on.
Questions buyers ask
Dedicated agents from India typically run $700–$1,400 per agent per month depending on channel mix and hours — a fraction of a US hire at $3,500+ fully loaded. Our exact rates are on the pricing page; the pilot quote is fixed in writing before you commit.
A pilot agent is usually live inside two weeks: one week for playbooks and product training, a few days shadowing your existing replies, then supervised live responses.
That is the point of the onboarding: a tone guide built from your best historical replies, macros rewritten in your voice, and a QA rubric that scores tone alongside accuracy. You approve the playbook before anyone answers a customer.
Anything from business-hours overflow to full 24/7. India’s timezone makes US night and UK morning coverage natural, and we roster overlapping shifts so handovers do not drop context.
Zendesk, Freshdesk, Intercom, Gorgias, Help Scout, HubSpot Service and most mainstream stacks. We join your instance — you keep the data, the history and the admin rights.
Weekly scorecards per agent: CSAT, first-response time, resolution rate, QA rubric score from sampled transcripts. Below-bar agents are coached once and replaced if the second week does not recover.
Agents work inside your systems on least-privilege seats, under NDA, from a managed office — not home laptops with exported CSVs. Access ends the day the engagement does.
Yes — inbound voice through your VoIP (Aircall, RingCentral, Dialpad or similar), usually blended with chat and email on the same team for efficiency.
Backfill is our cost and our problem: a trained replacement from the same playbook, with overlap. You never restart training from zero.
You inherit a running machine: the playbooks, macros, tone guide, QA rubric and ticket-history analysis are yours contractually, and we overlap with your new hires for a paid transition month if you want it. Several clients have graduated this way and returned two years later at a bigger size — the exit being easy is part of why the entry is.
Comparable English fluency, stronger technical-product familiarity, and a timezone that covers both US evenings and UK/EU mornings from one roster. For voice-heavy US consumer lines the Philippines accent-neutrality argument is real; for chat, email and B2B voice, India wins on cost and coverage.
Next step
Start with a pilot, not a contract.
Describe the queue, the list or the workload. You get a written pilot plan and a fixed quote within 48 hours — and the pilot itself proves us before you commit to anything longer.