Support Solutions · Managed customer service

Customer service outsourcing, done the way you’d do it yourself.

If you’re evaluating outsourcing partners, this is the right page – but we call it Support Solutions because “customer service outsourcing” undersells what we actually do. A senior European team runs your front line as an extension of your operation, in the languages your customers speak. Scoped to your markets, priced predictably, delivered by people who’ve run customer service organisations themselves.

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In one lineCustomer service outsourcing, delivered the way senior operators would run it if they had the time. Chat, email, and voice – scoped to your channels, delivered in the languages your customers actually use, with AI absorbing the routine questions so our team gives judgement calls the attention they deserve. Escalations route to you or stay with us; the line is yours to set.

Any channel, in combination

Chat, email, and voice – scoped to where your customers actually reach you, not sold as a fixed bundle. If chat is 80% of your volume and email is the rest, that’s what we set up. No forced upsells to channels you don’t need.

Multilingual, scoped to your markets

Native-speaker coverage in the languages your customers actually use – matched to where you sell, not a fixed list we quote as standard. Customers get service that feels native, not translated.

Around the clock when it matters

Cover the hours that matter to your customers – the ones you can’t reasonably staff yourself, or the shifts your own team already runs. Not a blanket 24/7 quote when your volume doesn’t need one.

What makes this different

Customer care outsourcing, run by people who’ve done the job.

Whether you’re evaluating BPO customer service providers, comparing customer support outsourcing companies, or considering your first outsourcing partner at all – the question that matters isn’t “who’s cheaper per seat.” It’s “who protects the customer relationship at scale.” Most customer service outsourcing companies are delivery machines. They sell seats, hit SLAs, and route escalations back to you when the conversation gets complicated. That works for volume operations where the answers are scripted and the customer is anonymous – but it’s the wrong shape for businesses whose customers expect to be recognised. We built Support Solutions the opposite way. WPG is founder-led, and every engagement is run by people who’ve built and led customer service organisations themselves – not agents supervised by a shift manager. When your customer asks a question that hasn’t come up before, the person answering has the judgement to handle it and the seniority to know when to escalate to you rather than around you.

That’s what changes the standard. It’s also what changes the price.

If you need to outsource customer support at the lowest possible cost per seat, we won’t win that comparison – and probably shouldn’t. But if you’re evaluating customer support outsourcing companies on total cost of the customer relationship, not just cost per contact, this is the conversation to have.

Where AI ends and people begin

AI on the repetitive. People where judgement decides.

Most of what reaches a support queue is repetitive – the same order-status questions, refund enquiries, and how-do-I-reset queries, day after day. AI is genuinely good at those: fast, consistent, and tireless. So we use it there. But the conversations that decide whether a customer stays are the ones where they’re upset, confused, or asking something the FAQ never covered. Those go to a person, every time. The skill is in the seam. Knowing what AI should answer, what to escalate, and never letting a customer feel they’ve been handed off. And the routing is yours to set: escalations go either to your own team, or ours – whichever keeps your customer’s experience whole. You stay in control of where the line sits.

Two ways to engage

Support Solutions, delivered on your tools or ours.

Same team, same standard. The choice is about your tooling situation, not the quality of the service.

Support Solutions on your tools

Our team runs your front line on the platform you already use – Zendesk, Intercom, HubSpot, Freshdesk, whatever you’ve built. We integrate with your workflow, your knowledge base, and your escalation paths. The right choice if your tooling is working and you want the people, not a platform migration.

Support Solutions on our platform

Our team runs your front line on our AI-supported customer service platform, which scores every conversation, reads sentiment, and surfaces gaps in your knowledge base as they emerge. The right choice if you want the operational load lifted and the intelligence layer that most tools don’t give you. Available for select engagements; broader onboarding as capacity opens.

How engagements are priced

Scoped, not tiered.

We don’t publish a price list for Support Solutions, and we’d rather be honest about why. Customer service outsourcing engagements vary wildly by channel mix, language coverage, volume patterns, and hours – so we scope each one to what’s actually in front of you, rather than fit you into a tier that nearly matches. It takes longer than picking a plan; the answer you get is worth the extra conversation. What we can tell you in advance: pricing is predictable, not per-conversation. You’ll know what you’re paying before you commit, and it won’t jump because volume spiked one week. If your operation structurally outgrows the scope, we’ll talk it through and agree the move with you – you’ll never open an invoice that changed without warning.

How the work routes

Outsourced customer support with people at the centre

On chat, AI answers the repetitive questions so our team can give real attention to the conversations that need judgement. Who runs it – your team or ours – is yours to choose.

Start the conversation

Book a discovery call.

A 30-minute conversation to understand your operation, the shape of the engagement you’re considering, and whether we’re the right partner. We’ll come back to you within two working days.

Prefer to explore first? Start with the free 12-Point Health Check – a 10-minute diagnostic that gives you a read on your operation before any conversation.