Who owns the leads, the data and the playbook if we stop working together?

You do, all of it, from the first day. Everything we build lives in your CRM, your helpdesk and your ad accounts, under logins you control. The playbook is a document in your drive that we update as we go, so there is nothing to hand over because it was never ours.

We already use HubSpot, Salesforce or Zendesk. Do we change anything?

No. We work inside the tools you have, and we would rather not add any. If something is genuinely missing, we say what and why in the audit, and it is your call. Moving you onto our stack would be a lock-in, and we do not want one.

How long until your team is answering without escalating everything?

Most conversations are handled without escalation by the end of week six. Weeks one to three are the audit and the build, so nobody is answering yet. From week four our people are on the queue with your history in front of them, and the escalation rate is on the weekly report so you can watch it fall.

Where are your people based, and are they dedicated to us or shared?

Dedicated, with a named lead, and based in Pakistan and the UAE. A pod works only your account during its staffed hours, so the agent who answered on Monday remembers the customer on Thursday. Sprints are the one exception, and we say so up front.

Are calls recorded, and how is customer data handled?

Calls are recorded only if you turn recording on in your own telephony, and the recordings stay there. Customer data never leaves your systems: our people use your tools under named, revocable logins with two-factor authentication, and we keep no copies. We sign your data processing agreement, work to GDPR where it applies, and remove every login within one business day of the end of an engagement.

What is the shortest commitment?

Six weeks, as a sprint on one service. Embedded teams and full-stack growth run month to month after the first quarter, with thirty days notice either side. There is no annual contract and no early exit fee.

What happens the week we ask you to stop?

Nothing changes for your customers that week. We keep answering until the notice period ends, and we spend it teaching whoever takes over, with the playbook open. On the last day we hand back the logins, remove ours, and send a closing report with every number we tracked.

Unique MarketingBook a call

More pipeline.Fewer droppedconversations.

One team for the leads you generate, the people who reply, and the campaigns that bring them in.

Book a strategy call See how it works

Three services, one loop

Attract, respond, retain. Each one feeds the next, which is why we run all three.

Service 01

Lead Generation

Qualified pipeline built from outbound, inbound and paid. Not a list of names.

We run the sequences, the forms and the ad spend, and we only count a lead once someone with budget has replied.

Service 02

Omnichannel Customer Support

One conversation thread across chat, phone, email and social. Nobody repeats themselves.

Our agents work inside your tools, on your hours, with the full history of every customer in front of them.

Service 03

Digital Marketing

Campaigns that feed the top of the same pipeline the other two teams work.

What support hears becomes what marketing says. What marketing brings in is who sales calls. The loop closes.

Who answers, and when

The first real question about outsourced support. The arc is the hours a named pod is on your queue. The gap is the hours it is not.

Staffed 06:00 to 22:00 in UTC. Seven days a week.

Times are shown in UTC until your timezone loads.

Channels answered: Live chat, phone, email, WhatsApp, Instagram, Facebook and in-app.
Languages: English, Urdu and Arabic. Others on request, with notice.
Median first response: Live chat40 seconds
Phone20 seconds
WhatsApp2 minutes
In-app2 minutes
Instagram and Facebook15 minutes
Email2 hours
Escalation path: 01A conversation an agent cannot close reaches your named account lead within 15 minutes, in the same thread.
02Outside staffed hours, an on-call lead is reachable by phone within one hour for anything marked urgent.
03Anything involving a refund dispute, a legal threat or press goes to you the same day, with the transcript.

Work

Six engagements. Two we ended early, and why.

What was broken
Chat, email and the sales inbox were three queues with three owners. Leads asked support questions, customers asked sales questions, and both waited.
What changed
One thread per person across every channel. Our agents on the queue from week four, and the outbound sequence rewritten around what they kept hearing.
What it runs like now
Support answers inside a minute. Sales books from a list support helped write. One weekly report covers both.
Why we ended it
Sign-ups doubled and thirty-day retention fell. More top of funnel was making the real problem worse, and spending their money to prove it was not honest.
What we handed back
The ad accounts, the creative, a retention report, and a recommendation to fix onboarding before buying another lead.
What we would say now
Come back when the product keeps the people it gets. That is a product problem, and we do not sell product.
Why we ended it
We booked the meetings. Forty a month landed on one calendar and half of them were rescheduled twice. The bottleneck was never the pipeline.
What we handed back
The list, the sequences, the reply templates and a clean CRM. They kept running it at a volume one person can close.
What we would say now
Hire a closer first, then call us. We said so at the audit, and we should have been firmer.

One client, one quarter

The kind of result we are after. Not a number on a strip, a change in how the business runs.

When we started with a forty-seat logistics software company, sales booked11calls a month and support answered chat when someone remembered to look. We routed every channel into one thread, put our agents on the queue, and rewrote the outbound sequence around what those agents kept hearing. Ninety days later first response on chat was under38seconds, sales booked47calls in a month, and the number of conversations that fell between the two teams was0.

Before this, sales and support were two teams who emailed each other. Now it is one thread, and I can see where every conversation is.

Head of RevenueSeries A logistics SaaS

How it works

Four steps in order. The first two take three weeks. The last one does not end, which is the point.

01Week 1
Audit
We map every channel a lead can arrive on, and find where each one currently goes quiet.
02Weeks 2 to 3
Build
Routing, playbooks, sequences and the shared inbox your team will actually open.
03From week 4
Run
Our people work the pipeline beside yours. Daily standup, weekly numbers, one owner.
04Ongoing
Compound
Every month, what support hears feeds what marketing says and who sales calls next.

What we plug into

CRM: HubSpot, Salesforce, Pipedrive, Close
Helpdesk: Zendesk, Intercom, Freshdesk, Front, Gorgias
Telephony: Aircall, RingCentral, Twilio, Dialpad
Messaging: WhatsApp Business, Meta inbox, Slack
Ads: Google Ads, Meta, LinkedIn Campaign Manager
Analytics: GA4, Looker Studio, Mixpanel, Metabase

Where we fit, and where we don’t

Three ways to staff this, compared on the four things that actually differ. In sentences, not ticks.

Hiring in-house

Time to a working month: Three to five months. Hire a lead, then the team, then the tools, then the process. The first working month is usually the one after the second hire leaves.
Cost shape: Fixed and rising. Salaries, tools, management time, and the cost of the seat that sits empty while you recruit.
Who owns the data and the playbook: You, completely. That is the strongest argument for it. It is also why the playbook lives in one person's head until somebody writes it down.
When you stop: Nothing stops. The people stay, and so does the cost, whether or not the pipeline needs them this quarter.

A traditional BPO

Time to a working month: Four to eight weeks, then a long ramp. Scripts arrive before understanding does, and the team you met on the sales call is not the team on the floor.
Cost shape: Cheapest per seat, priced per hour or per ticket. Volume is the incentive, so the model rewards more conversations rather than fewer.
Who owns the data and the playbook: Contractually yours. In practice the process, the macros and the knowledge base sit in their tooling and leave with them.
When you stop: Thirty to ninety days notice and a handover document. Usually a spreadsheet of logins.

Unique Marketing

Time to a working month: Three weeks. Audit, build, and our people on the queue from week four, inside your tools rather than ours.
Cost shape: A monthly fee for a named pod, sized to the work. It goes up when the work does and down when it does not, on thirty days notice.
Who owns the data and the playbook: You. Everything runs in your CRM, your helpdesk and your ad accounts under your logins. The playbook is a document in your drive from week two.
When you stop: You keep the pipeline, the tooling and the playbook. We spend the last month teaching whoever takes over, in-house or otherwise.

Three ways to work with us

We do not publish prices, because the number depends on the shape. Pick the shape and we will quote it on the call.

Sprint

You have one broken stage and six weeks.

A fixed-scope project on one service. We fix the thing, hand over the playbook, and leave.

Length: Six weeks
Team: One lead, one specialist
Ends with: A handover you can run

Talk about a sprint

Embedded team

You know what to do and need hands that already know how.

One or two of our services running inside your tools, on your hours, reporting to your manager.

Length: Rolling, monthly
Team: Two to six people
Ends with: Thirty days notice, either side

Talk about an embedded team

Full-stack growth

You want one number to go up and one team responsible for it.

All three services under one plan and one weekly report. Marketing brings them in, sales qualifies them, support keeps them, and what each team learns feeds the next. This is the shape the rest of this page describes.

Length: Quarterly, renewed
Team: A dedicated pod with a named lead
Ends with: A pipeline that runs without us

Talk about full-stack growth

Questions from the first call

The seven things people ask before they book, answered the way we answer them on the call.

Calls are recorded only if you turn recording on in your own telephony, and the recordings stay there. Customer data never leaves your systems: our people use your tools under named, revocable logins with two-factor authentication, and we keep no copies. We sign your data processing agreement, work to GDPR where it applies, and remove every login within one business day of the end of an engagement.

Book a strategy call

Forty minutes with the people who would run your account. We look at where conversations are dropping today and tell you what we would do first.

No deck. If we are not the right shape for the problem, we say so on the call and point you somewhere better.

Prefer email? admin@uniquemarketing.net