We do not publish our clients.
No names, no logos, no testimonials, no case studies. Not because there is nothing to show, but because a company that would publish your complaint data to win its next deal is not one you should hand your customers to.
Why not
Working with us means telling us what is going wrong: the complaints that repeat, the ratings that slipped, the month that went badly. That is commercially sensitive, and most of it is unflattering.
A case study is that information, dressed up. It tells the market who was struggling with what, and when. We ask clients to be candid with us; we cannot then turn round and use the candour as marketing.
It also means the logo wall you will not see here is not a sign we have no clients. Ask us directly and we will tell you what we can, in the right setting.
What we measure instead
Not a highlight reel. This is the measurement framework every engagement is run against, and the figures below are the targets we set — not results we are claiming to have already achieved.
| Channel or priority | Target |
|---|---|
| Live chat | Response within 1 minute |
| Priority or urgent support | Response within 1 hour |
| Standard email and tickets | Response within 4 business hours |
| Priority reviews and issues | Response within 1 hour |
| Standard reviews | Response within 24 hours |
| Customer satisfaction | 90%+ CSAT |
Targets are configurable. Yours are set during the audit against your channels, coverage requirements and volumes, then written into the contract with the measurement method attached to each one.
What your reporting tracks
These are the measures we report on, every period, including the periods that go badly.
- First response time and resolution time
- SLA compliance, with every breach and its cause
- Customer satisfaction, with the verbatim comments behind the score
- First contact resolution and average handle time
- Ticket volume, channel breakdown and escalation rate
- Quality-assurance scores on a sample of our own agents’ replies
- Review response time, response rate, sentiment and rating trends
- Trend analysis, the issues that repeat, and what we recommend doing about them
How to check us anyway
Four routes, none of which require a single client to be named in public.
- A reference call. We will ask a current client to speak to you directly, under NDA on both sides. They tell you what they think, not what we would like them to say, and we are not on the call.
- Listen to us working. Come and hear live calls, or read a week of real replies with customer details redacted. Most vendors will not offer this. It is the fastest way to know whether we sound like your brand.
- A paid pilot. One channel, ninety days, against the service levels we have agreed. Judge us on your own numbers rather than anyone else's.
- The contract itself. Our service levels carry remedies. A vendor willing to put money behind a response time is making a stronger claim than any testimonial.
What you will never see here
- Client logos, with or without permission. We do not ask for it.
- Testimonials, named or anonymous.
- "A leading regional retailer" case studies. Anonymising a client badly is worse than not publishing at all — the sector, the size and the timing usually identify them.
- Certification badges we do not hold, or awards we paid to enter.
- A single cherry-picked month presented as typical.
Ask for the reference call.
Tell us your sector and roughly your size, and we will find a client in a comparable position who has agreed to take these calls. NDA both ways, and we stay off the line.
English and Spanish on every account
Extended 24/7 coverage available
Service targets written into the contract