01
Email support
Monitor your customer inbox, respond using approved information, request missing details and record each enquiry. Questions outside the agreed scope are passed to your designated contact.
EMAIL · TELEPHONE · LIVE CHAT
Customer service outsourcing.
Your customers, supported.
Give customer enquiries a dedicated point of contact without managing an additional in-house team. Legacy Solutions provides office-based customer support from Pakistan, following your processes and working your agreed hours.
Based in Pakistan. Working agreed hours for businesses in the UK, USA, Canada and worldwide.
WHAT WE CAN HANDLE
A clear response. A clear next step.
When enquiries arrive across different channels, it is easy for updates and follow-ups to get missed. Our assigned staff help keep messages, customer records and outstanding actions organised, while your team retains control of decisions and exceptions.
02
Inbound telephone support
Answer routine customer calls during your agreed coverage window, record requests and explain approved next steps. Telephone services and access requirements are confirmed in your proposal.
03
Live-chat support
Respond to customer questions through your existing chat platform, log the conversation and route complex issues to the right person. Platform access and response expectations are agreed before launch.
04
Booking enquiries
Help customers check booking details, receive confirmations and provide outstanding information. Changes are handled only within the rules and permissions you approve.
05
Customer follow-ups
Send progress updates, follow up on missing documents and check whether service requests have been resolved. Maintain an action list so your team can see what still needs attention.
06
Records and escalation
Record calls, emails and case notes in your agreed system. Complaints, refunds and other decisions outside our authority follow your escalation process rather than being decided independently.
A WORKFLOW IN PRACTICE
Example: supporting a busy bookings team
A customer emails about an upcoming booking. Our staff check the permitted records, send the approved information, request any missing documents and log the exchange. If the customer needs an exception or a decision outside our authority, we pass the details to your team and track the follow-up. This is an example workflow; your actual responsibilities are agreed during onboarding.
Set up around your processes
We start by reviewing your enquiry channels, typical questions, workload and business hours. You provide approved answers, system access and business-specific training. We document the workflow, train assigned staff and agree on reporting and escalation before launch.
Start dates depend on staff availability, training and system access. We confirm readiness and the launch date with you.
MONTHLY SUPPORT PLANS
Choose your coverage.
Pricing is per support role. Tasks, time zones, working days and reporting are agreed before launch.
Focused support
4 hours per day
£1,000/ month
per support role · 5 agreed days per week
Discuss this plan ↗Full-day support
8 hours per day
£1,500/ month
per support role · 5 agreed days per week
Discuss this plan ↗Extended support
12 hours per day
£2,000/ month
per support role · 5 agreed days per week
Discuss this plan ↗Weekend support
8 hours per day
£1,000/ month
per support role · Saturday and Sunday
Discuss this plan ↗Included in each plan
- Staff assigned during agreed hours
- Office workspace and standard equipment
- Daily supervision and training coordination
- Agreed reporting and quality reviews
- A designated management contact
Agree the details before you start
Twelve-hour coverage uses arranged staff shifts and handovers. Weekend Support covers eight hours each Saturday and Sunday throughout the month. Multiple simultaneous roles are priced separately.
Service fees are payable monthly in advance. Your proposal specifies breaks, holiday and absence cover, replacement arrangements, cancellation notice, and any additional software, telephone, onboarding or other charges. Digital services are scoped separately.
See full pricing details ↗BEFORE YOU START
Your questions,
answered.
Is this a sales or cold-calling service?+
No. This service focuses on non-sales customer enquiries and service follow-ups. The responsibilities and limits of the role are defined before work begins.
Can you work our business hours?+
Yes. Coverage can be arranged around UK, US, Canadian or other international time zones. We agree on the exact time zone, working days and daylight-saving changes before onboarding.
Can you use our helpdesk or CRM?+
We assess your systems during onboarding. You provide the required licences and authorised access, subject to your security and data-handling requirements. We confirm suitability before committing to the workflow.
Will you handle every customer issue independently?+
No. We agree on what staff may answer or process and what must be referred to you. Complaints, exceptions and decisions outside the agreed authority go to your designated contact.
How is service quality managed?+
Legacy Solutions manages daily supervision and staff coordination. Reporting, quality reviews and service measures are agreed in your proposal, with a designated management contact for feedback.
LET’S TALK
Tell us what
needs support.
Share your workload, preferred hours and the systems you use. We will review the scope and prepare a proposal.
Request a consultation ↗Related service
Need help with records, scheduling and routine back-office work? Explore our administrative support service.
Administrative Support ↗Questions? Email info@legacysolutionsglobal.com.