For teams where support mistakes cost money
Support operations, done properly.
01We audit it
→
02We build it
→
03We run it
Your customers get answers in minutes. Your team gets their week back. Run by founders who managed 100+ agent teams and 20,000+ monthly tickets.
Free one-week audit · fix list you keep · no lock-in
0
Tickets handled
every month
0
Global operations
run around the clock
We work inside your helpdesk
- Zendesk
- Intercom
- Freshdesk
- Salesforce Service Cloud
- Gorgias
- HubSpot Service
- Kustomer
- Zoho Desk
- Zendesk
- Intercom
- Freshdesk
- Salesforce Service Cloud
- Gorgias
- HubSpot Service
- Kustomer
- Zoho Desk
01
The problem
Hiring more agents just scales the chaos.
The queue grows faster than the team. The system is what's broken. Systems are fixable.
We've fixed this before. From the inside.
P1
Same questions, every day
Senior people spend their days answering questions a knowledge base should have deflected weeks ago.
P2
Escalations hit engineering
Every unclear ticket becomes an interruption, and your roadmap quietly pays for it.
P3
Compliance work has no owner
Chargebacks, disputes, and KYC sit in a shared inbox because nobody is trained to touch them safely.
P4
Headcount ≠ capacity
More agents on a broken system means more chaos, more QA misses, and a bigger bill.
See the difference
Same queue. Different system.
Drag the handle. Left is the queue we usually find. Right is the queue we hand back.
68%▼
6h+
1,240▲
Refund request on day 4, still no ownerBreached
Third reply of “still waiting…”Re-opened
Billing question pinged engineeringEscalated
Chargeback notice sitting in shared inboxUnassigned
KYC review with nobody trained to do itStuck
94%▲
38m▼41%
132▼
Refund request resolved in 4 minutesResolved
Billing question self-served in the help centerDeflected
Chargeback dispute: evidence filed on timeResolved
KYC review cleared by a trained agentResolved
Engineering interrupted this week: 0 timesQuiet
Before
With Cove
← drag to compare →
02
How it works
One path. Three steps. Stop anywhere.
Every engagement starts with the free audit. We only go further once the value is proven.
01
Audit
Week 1 · Free
We find what's broken.
We tear down your helpdesk, macros, knowledge base, and ticket data, then hand you a prioritized fix list. Yours to keep whether or not we go further.
- Full helpdesk & KB teardown
- Ticket-data analysis
- Prioritized fix list, yours to keep
- Quick wins you can ship that week
02
Build
Weeks 2–5 · Setup sprint
We build the machine.
Knowledge base, SOPs, macros, escalation flows, and training documentation: the operating system your support team runs on for years.
- Internal + customer-facing KB
- SOPs, macros & escalation flows
- Agent training documentation
- Deflection & QA framework
03
Run
Ongoing · Managed support
We run the queue.
Our trained agents work under defined SLAs with QA, coaching, and backup coverage built in. A support department, without managing one.
- Trained agents under your brand
- Defined SLAs with QA scoring
- Coaching & backup coverage
- Weekly ops reporting
Add-on at any step
Trust & Safety Ops
Chargeback and dispute handling, fraud pattern detection, KYC review. Handled by people who did this daily in financial services, not script-readers.
Stop at any step. Everything we build is yours. No lock-in, no minimum term.
03
Founders’ track record
Results from inside the machine.
Before Cove CX, our founders ran support and compliance operations inside fintech and enterprise platforms. These numbers are from that work.
Enterprise SaaS · Optimization
0
annual savings delivered
L1 resolution rate97.1%
Ticket volume−80%
119 agents · 23k tickets/mo
FinTech · Transformation
0
SLA compliance, up from 68%
Ticket deflection51%
22 agents · 10k+ tickets/mo
Global financial
0
faster average resolution time
Scale · 24/7
12×
user base scaled, 1,000 to 12,000, with 72% fewer engineering escalations
Compliance · Dispute operations
Process, not heroics.
- KYC review pipelines
- Chargeback & dispute handling
- Fraud pattern detection
Company names withheld. Methods happily explained on a call.
04
Why teams pick us
Operators, not resellers.
Most agencies rent you people. We fix the system, then run it.
The model
Build the system first, then staff it
The people
Anonymous outsourced agents
Operators who ran 100+ agent teams
Compliance
KYC, chargebacks & fraud included
Commitment
Quarterly contracts up front
Free one-week audit, scale when proven
What you keep
Playbooks leave with them
Docs, SOPs & KB are yours forever