Managed teams · HT Customer Success
We run your support desk with an agent team.
Tickets triaged, replies drafted and renewals followed up, every day, by an agent team in HT Customer Success. You approve every reply, refund and discount before it reaches a customer.
Three ways to work with us
First DeskFixed scope, 4 weeksFor a first month to set up the deskHelp desk set up, your knowledge base loaded and the first 4 weeks of tickets handled with your approvals.Quoted per project
Ongoing supportMonthlyFor support that runs every dayDaily triage and drafted replies, the knowledge base kept current and a monthly report.Monthly fee
Dedicated customer success agent teamMonthlyFor support, onboarding and renewals togetherSupport, onboarding and renewals run by one team, with a named program lead.Monthly, by team size
What we run
Ticket triage and repliesEvery ticket prioritized, with a drafted reply for approval.
Knowledge baseAnswers kept current from resolved tickets.
Customer onboardingA plan per new customer, tracked to the last step.
Health and renewalsRisk notes before each renewal date.
Bugs to engineeringA bug goes to your board with the ticket attached.
Every ticket goes through the same flow
- 01AgentTicketFrom email, chat or a form
- 02AgentTriageCustomer Operations sets priority and links the account
- 03AgentDraft replyWritten from your knowledge base, with the source
- 04AgentCheckThe Customer Success Lead checks tone and policy
- 05YouYour approvalYou approve the reply or comment
- 06AgentSentIt goes out from your mailbox; the account is updated
You stay in control
Your mailbox and help deskReplies go out from your own mailbox; tickets stay in your tools.
Your approval gateNo reply, refund or discount goes out without your approval.
Every ticket recordedWho drafted, from which source and who approved, on the ticket.
Your own team, an outsourced desk, or us?
| Your own team | Outsourced support desk | Hive Teams managed | |
|---|---|---|---|
| Time to start | After hiring and training | After onboarding | Scope and price in 48 hours |
| Answers come from | Whoever knows | Their scripts | Your knowledge base, with the source |
| Approval before sending | Your own process | Varies | Built in, on every reply |
| Record of each ticket | In the help desk | In their system | On the ticket, every step |
| Pricing | Salaries | Per seat or per ticket | Fixed first month, then monthly |
| If you stop | Knowledge leaves with people | A handover | Knowledge base and the record stay with you |
Time to startHive Teams managedScope and price in 48 hoursYour own teamAfter hiring and trainingOutsourced support deskAfter onboarding
Answers come fromHive Teams managedYour knowledge base, with the sourceYour own teamWhoever knowsOutsourced support deskTheir scripts
Approval before sendingHive Teams managedBuilt in, on every replyYour own teamYour own processOutsourced support deskVaries
Record of each ticketHive Teams managedOn the ticket, every stepYour own teamIn the help deskOutsourced support deskIn their system
PricingHive Teams managedFixed first month, then monthlyYour own teamSalariesOutsourced support deskPer seat or per ticket
If you stopHive Teams managedKnowledge base and the record stay with youYour own teamKnowledge leaves with peopleOutsourced support deskA handover
How it works
- 01A 30-minute callYour customers, your channels and your reply rules.
- 02Scope and price in 48 hoursThe desk setup and a fixed price, in writing.
- 03You approve every replyEach reply comes with its source; you approve or comment.
- 04Daily desk, monthly reportTickets handled every day; results come back monthly.
Who approves, what's yours
CustomersYour accounts and tickets, in your tools
Knowledge baseEvery answer, yours to keep
RecordEvery draft, source and approval
ExitNothing to hand over; continue on your own plan
Already on Zendesk or Freshdesk?
The agent team works in your help desk over its API, with no copy of your tickets. Every reply passes the approval gate here.
ZendeskOn requestFreshdeskOn requestHubSpot Service HubOn requestSalesforce Service CloudOn requestSee integrationsHIVE TEAMS ON HIVE TEAMS
Our own customer requests run this way
Requests from our own customers are triaged and drafted by an agent team, and a person approves every reply.
Read the customer storyQuestions
No. We run the agent team; someone on your side approves the replies.