How it works
Solid Rock offers a complete customer support operation on demand. We answer tickets for you, 24/7, while regularly training and improving our team. Our system is elastic with pay-as-you-go pricing.
Respond fast to every customer
Our trained team responds quickly to every customer issue, question or complaint. We act exactly as you train us to act, helping with refunds, reorders, onboarding, and pre-sales. See how our clients used fast response times to grow 3x in one year, become a market leaderand sell in 100+ countries. With a dedicated and scalable support team, you can focus more of your time on building your business.
Management and training included
We assign multiple agents across all regions to every account. Each of these agents report to local managers. Our service is pay per response – so you only pay for responses and closed conversations – while we actively train, manage and run QA systems behind the scenes. We manage all of the hiring and structural changes automatically. Our agents work full time during their normal working hours and match your exact tone of voice and conversational style.
Make your existing team even better
We only provide support as you need us. While many of our clients want us to be the first line of support for all inquiries, we can also provide service during coverage gaps and on demand if a team member calls in sick or over the holidays. See how we work with Vend to deliver excellent, 24/7 service at all hours. Another client – Sendle – works with us as a buffer to provide excellent support while they build their own team.
Use your existing help desk
Our system connects directly to your own help desk. We connect to all major help desks including Zendesk, Intercom, Help Scout and Freshdesk. Our team can follow any of your existing processes including escalations, feedback and bug flagging. We answer all tickets using unique user accounts inside your help desk or chat platform, so you have full visibility into everything we do.
How to get started – two week free trial
Every new client starts with a two week free trial, during which we set up a commencement meeting and multiple training sessions. During these meetings, you train us on exactly what you want us to do. We typically record these sessions and then train the rest of our team based on these recordings and while installing a training lead. To learn more about training and how to get started, schedule a call with one of our account managers or contact us here.
