Service · Customer Support (Non-Voice)

Turn your inbox into a structured support engine.

Email, chat, social, and tickets — managed by a team that understands SLAs, empathy, and your product. So customers get clear answers without sitting on a call.

Email & ticket support Chat & social DMs SLA & quality tracking

Tell us your channels and volumes — we’ll reply with a clear plan within one business day.

Non-voice support inbox All channels · unified
Email · Order issue
Reply time < 15 min
SLA: P1
Chat · Product question
Live on site
CSAT 4.8★
Social DM · Follow-up
Moved into ticket
No backlog
From message to resolution One queue · one team · clear SLAs

Where KF Orion Non-Voice Support adds the most value

Ideal for ecommerce, SaaS, and service brands that live in email, chat, and DMs — and need every conversation to feel consistent, fast, and on-brand.

Unified inbox & routing
All written channels in one place: email, web forms, chat, social, and marketplaces. Tickets routed by priority, topic, and language instead of “who saw it first”.
Quality & empathy
Templates and tone of voice matched to your brand. Agents trained on your flows so each reply is clear, helpful, and human — not copy-paste support.
Metrics owners care about
CSAT, first response time, resolution time, and backlog — with daily views for operations and weekly summaries for leadership.

How your written support actually performs

We don’t just “handle messages”. We show how your non-voice support is performing and where to remove friction for customers and internal teams.

Live support snapshot
Key metrics across non-voice channels
CSAT (post-reply)
4.7 / 5 avg
First response time
< 20 min (business hrs)
Resolution time
Same-day for 80%+
Backlog control
Aging tickets flagged
  • Channel-wise insights — see performance by email, chat, marketplace, and social.
  • Real SLA tracking — clear targets by priority and customer segment.
  • Quality reviews — regular audits on tone, accuracy, and process compliance.
  • Feedback loops — convert repeated issues into product or process fixes.

How a non-voice support engagement works

From messy inboxes to a stable, metric-driven support function — without confusing your customers.

Step 1
Channels & volumes
Map all existing support entry points (email IDs, forms, chats, DMs, marketplaces), ticket tools, languages, and current SLAs.
Step 2
Flows & knowledge
Document core journeys: orders, refunds, technical issues, onboarding, follow-ups. Build macros, templates, and simple knowledge base articles.
Step 3
Go-live & QA
Our team starts handling tickets with shadowing and dual QA. We refine tone, routing, and internal notes based on real conversations.
Step 4
Reporting & improvement
Ongoing dashboards, weekly summaries, and monthly deep dives to improve speed, quality, and coordination with other teams.

Customer Support (Non-Voice) FAQs

A few questions teams usually ask before handing over their written channels.

Do you use our tools or bring your own?
We can do both. If you already use tools like Zendesk, Freshdesk, Intercom, or custom CRMs, we plug into them. If not, we can suggest a simple stack that matches your volume and budget.
How do you learn our product and policies?
We run a focused onboarding with your ops, product, and finance teams to understand flows, edge cases, and exceptions — then turn that into internal guides for agents.
Can you handle multiple languages?
Yes. We can set up language-based queues and assign native or fluent agents depending on your target markets and volumes.
What if volume spikes during campaigns?
We plan for peaks with flexible staffing blocks and backup capacity, so your SLAs don’t break every time you run a big sale or launch.

Book a Customer Support (Non-Voice) consult

Share your channels, languages, and average volume. We’ll review and respond within one business day with options and next steps.

No spam. We’ll only use these details to review your situation and reply with clear next steps.

After you submit

Your request goes directly to our support operations team.

  • We review your channels, volumes, and expectations.
  • You get a response within 1 business day with options and suggested SLAs.
  • If it’s a fit, we propose a phased rollout and quality plan.
  • If not, you still receive concrete suggestions you can apply with your current team.
Thanks for reaching out 👋
Your Customer Support (Non-Voice) consult request has been submitted successfully.
Our team will review your details and contact you within 1 business day.