Customer support
The calls that keep your work moving
Customer service outsourcing for small business, without losing your voice: we answer in your company name and follow agreed rules, giving customers a clear next step.
What we can handle
- Order and job status
- Rescheduling
- Billing questions
- Warranty checks
- Off-script escalation
How support calls run
A support call is answered in your company name. We follow the support script you approved: identify the customer, check what they need, and take only the actions you authorized (status, reschedule, approved billing answers, warranty path). If the request is off-script, we capture details and escalate on the path you set. We do not invent policy, credits, or promises.
What we need from you
- Your support greeting and required disclosures
- Systems or reference sheets we may look up (order status, schedule, warranty rules)
- Escalation contacts and what counts as urgent
- Coverage hours and channels you are buying (phone is core; email/SMS/chat only if purchased)
Coverage and channels
Phone customer support is the default, 24/7 or only during the hours you choose. Optional email, SMS, or chat can be added when agreed. Coverage hours and channels are defined in your service agreement so your support windows match how you operate.
Supported Industries & Use Cases
Softwave Communications supports teams that need reliable phone coverage tied to clear SOPs. Common use cases include:
- Field services and dispatch coordination
- HVAC and trade scheduling support
- Legal intake and callback routing
- E-commerce order status and shipping questions
- Medical office dispatch and appointment routing (non-clinical)
Standard Operating Procedures & Quality Control
Agents follow your approved scripts, greetings, and required disclosures. Where authorized, they use agreed CRM or ticket access to log notes, update status fields, and open secure escalations to your on-call contacts.
Quality checks focus on greeting accuracy, script adherence, and complete handoff notes.
Customer support questions
How much does outsourced customer service cost?
Phone support runs on the published plans on our pricing page: pay-as-you-go at $29 a month plus $1.55 a minute, or Starter 100 at $149, Growth 250 at $299, and Pro 500 at $539 a month. Optional email, SMS, or chat is scoped when agreed.