Faster response
First replies in minutes, not next business day, with follow-the-sun coverage across three timezones.
4 min
median first reply
2.4 h
median resolution
24/7
live coverage
Customer care
A support team that speaks your buyer's language.
A managed team that answers your customers across chat, email, and phone in 30+ languages. Billing questions, refunds, and order help handled, so your engineers stay on the product.
LBLena BrandtCare agent, Nordgate
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Natürlich, Lukas. Ihre Rechnung ist unterwegs, eine Kopie liegt schon in Ihrem Postfach.
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96%CSATWhat the team delivers
Five things a managed care team should get right.
Fast answers, every channel, smart routing, clear reporting, and a platform that keeps buyer data safe.
Multichannel
Chat, email, and phone in your buyer's language, on one record.
- Chat54%
- Email33%
- Phone13%
Channel mix, illustrative.
Routing
Intelligent ticketing
Billing, refund, and access issues are read on arrival and sent to the specialist who owns them, with your policy already applied. No buyer waits in the wrong queue.
Allinbound
- Billingauto-routed
- Refundspolicy applied
- License accessspecialist
Routing logic, illustrative.
Analytics
Volumes, resolution times, and satisfaction reported back to you weekly.
CSAT trend, illustrative.
Secure platform
Agents work on a permissioned platform; sensitive data stays masked.
PCI DSSGDPRSOC 2Data masking
One queue, every channel
Every channel your buyers reach for, on one record.
However a buyer gets in touch, the conversation lands in a single queue with full history. Answers stay on-brand and on-policy in every market.
Live chatIn-product and on your site4 minmedian reply
Email and ticketsRouted by issue type2.4 hmedian resolution
PhoneCallback in priority queues12+languages staffed
In-app helpEmbedded widget and guides1-tapfrom any screen
Social and messagingReplies on the channels buyers use6platforms watched
Localized macrosOn-brand answers per market30+languages ready
Unified queueone record per buyer
- Tokyo buyervia Live chatopen
- Berlin buyervia Emailrouted
- Sao Paulo buyervia Phoneresolved
- Toronto buyervia In-appopen
Sample queue, illustrative.
Service levels
The numbers we report back, every week.
Satisfaction, resolution, and coverage tracked across every market and reported to you, never buried.
96%
CSAT
buyer satisfaction, last quarter
89%
First-contact resolution
closed on the first reply
99%
Coverage
of business hours, every market
Figures are illustrative sample data.
Care questions, answered.
How the managed team is staffed, run, and kept secure.
Is this a managed team or a tool?
It is a managed service. Nordgate staffs, trains, and runs the support team to your policy and tone. You set the rules; we answer your buyers. The self-serve tooling lives under our buyer-support product.
Do agents represent my brand?
Yes. Agents answer in your name, using macros and a tone you approve, so buyers experience one consistent brand across every channel and language.
Which languages and channels are covered?
Chat, email, and phone in 12+ staffed languages, with 30+ available, across three timezones for round-the-clock coverage.
How do you keep buyer data safe?
Agents work on a permissioned platform with sensitive fields masked, operated under PCI DSS, GDPR, and SOC 2 controls.
What does it cost?
Pricing scales with interaction volume and language coverage, with no per-seat fees. Higher-volume programs move to custom rates.
Staff your support
Give every buyer an answer in their language.
Tell us your volume, channels, and the languages you need. We will scope a team and have coverage live in weeks.
Or reach us at sales@nordgate.financial