Tier-1 support
Order status, warranty checks, and CRM updates — in your name
Softwave Communications handles Tier-1 e-commerce and support calls that keep customers moving: where is my order, can you verify the warranty, can you update my account. Agents work from your approved answers and, when you grant access, update the tools you already use — including Zendesk, Shopify, and HubSpot — as capabilities inside your systems, not as exclusive partnerships we brand as our own.
Callers hear your company. You get notes and ticket updates you can act on. Coverage runs 24/7 or only during the hours you choose.
What Tier-1 coverage includes
Tier 1 customer support outsourcing, scoped to what your playbook allows:
- Order status and shipping inquiries against the systems you authorize
- Warranty verification using your published rules — no invented policy
- Account lookups and simple CRM field updates when you provide access and a script
- Escalation to your Tier-2 or specialty desk when the request is off-script
We do not process refunds, issue credits, or change policy unless your written playbook says we may. Off-script requests are captured and handed to the path you set.
Working inside your tools
Your team may already run support in Zendesk, a storefront in Shopify, or a pipeline in HubSpot. When you choose to share access, our agents can look up orders, leave ticket notes, and update agreed fields so your team sees the same record your customer just heard about.
Your systems
We work in the CRM and helpdesk you assign. No requirement to migrate platforms to work with us.
Your scripts
Approved answers only — shipping windows, warranty language, and account rules come from you.
Your brand
Greeting, tone, and escalation stay yours. Softwave Communications stays behind the line.
Fit for e-commerce and service brands in Connecticut and across the U.S.
Whether you ship from a Windsor-area warehouse or support customers across Connecticut from a small ops team, Tier-1 phone coverage frees your specialists for the tickets that need them — e-commerce customer service outsourcing without handing over your brand. Tell us which tools to use, which fields to touch, and which hours to cover.