Four channels. One conversation.
One customer, one problem, fourteen hours, four places they chose to write to us. Nobody asked them to start again, and nobody asked for an order number they had already given.
That is all omnichannel means. It is not a channel count on a pricing page, it is whether the history follows the person when they move.
Instagram DMTuesday 21:40
Customer — “Tracking says delivered. There is nothing on my porch.”
EmailWednesday 09:12
Customer — “Here is the photo of the empty porch you asked for last night.”
PhoneWednesday 11:05
Customer — “I am calling because I need this today, not next week.”
Live chatWednesday 11:20
Agent — “Replacement is dispatched for tomorrow. Tracking is in your inbox.”
Who is on the queue, and at what hour
The arc is the hours a named pod is on your queue. The gap is the hours it is not. It is drawn in your own timezone once the page loads, because that is the only version of the answer that is any use to you.
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
What we commit to, per channel
These go into the contract as written. There is no asterisk and no best-efforts clause, and the weekly report shows how often we hit each one.
| Channel | First response | Resolution target | Outside staffed hours |
|---|---|---|---|
| Live chat | 40 seconds | Same session | Form capture, answered within the first hour of the next shift |
| Phone | 20 seconds | Same call | Voicemail to ticket, called back within the first hour |
| WhatsApp and in-app | 2 minutes | 4 hours | Auto-acknowledged with an honest next-shift time |
| Instagram and Facebook | 15 minutes | 4 hours | Auto-acknowledged, worked at the start of the next shift |
| 2 hours | 1 business day | Queued, worked in order of age at the start of the next shift |
What happens when tier one cannot close it
Three steps, each one higher than the last, each one with a clock on it. A conversation is never parked in a tier waiting for somebody to notice.
Tier one
Your named pod
Everything arrives here first, on every channel.
Holds a conversation for up to 30 minutes before it moves up, or immediately if the customer asks for someone senior.
Tier two
The pod lead
Anything involving a refund, a repeat contact on the same issue, or a rule the agent cannot bend.
Holds for up to 2 hours in staffed time, then goes to you with what has already been tried.
Your team
Your named owner
A legal threat, a press enquiry, a security question, or anything that would change a policy.
Reaches you the same day with the transcript attached. Out of hours, an on-call lead is reachable by phone within one hour for anything marked urgent.
How an agent learns your product
An agent who escalates everything is a receptionist. The point of the first month is the day they stop.
Week one
Product, tone and tooling. Agents read every macro you already use and rewrite the ones that do not sound like you.
Week two
Shadowing. They watch your team answer live and handle nothing on their own.
Week three
Supervised queue. They answer, a lead reads every reply before it sends, and the knowledge base gets the gaps they hit.
Weeks three to four
Independent on the common cases. Nobody is fully independent in a week, and an agency that tells you otherwise is describing a script reader.
How we know whether it is any good
- The rubric
- Every conversation is scored on four things: whether the answer was correct, whether it was complete, whether it sounded like you, and whether the customer had to ask twice.
- How much we read
- A lead reviews a random five per cent of every agent's conversations each week, and one hundred per cent of anything a customer reopened.
- What the customer is asked
- One question after a resolved conversation, on the channel it happened on. We report the score and the verbatim comments together, because the number without the words is not usable.
- What lands in your inbox
- One weekly page: volume by channel, first response against the commitment, reopens, the scores, and the three things customers asked about most.
- When an agent scores badly
- They are coached on the specific conversations, re-reviewed the following week, and taken off your queue if the second week does not move. You are told when that happens and who replaced them.
Recordings, retention and who can see what
Calls are recorded only where your policy and local law both allow it, and callers are told at the start of the call.
Recordings and transcripts are kept for 90 days and then deleted, unless you ask us to hold something specific for a dispute.
Agents work inside your helpdesk under named accounts with your permissions, so you can see who opened what and revoke anyone in a click.
We act as processor and you remain controller. Deletion and access requests from your customers are actioned by us and logged for you, and nothing leaves the systems you already use.
Where this sits in the loop
Support hears the objection months before a campaign does. The sentence a customer uses at 21:40 on a Tuesday is the sentence digital marketing should be answering in the ad, and the reason it works is that nobody had to invent it. The same queue answers the customers lead generation brought in, which is where a churned logo and a renewed one usually part company.
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