Whatever hours your customers keep, a trained His Word customer service team is on shift in the Philippines — taking your calls, chats and emails in your brand voice around the clock, with a team lead checking the work and a report at the end of every shift.
What your customers get from a His Word team every working day: a briefed team, every channel answered, the difficult cases handled properly, the quality checked, and a clear handover to you.
More than half of customers will switch to a competitor after a single bad service experience. After several, it's 73%.
Zendesk customer experience benchmark data67% of customers expect their support request to be resolved within three hours.
HubSpot, State of Customer Service 2025Your team lead walks the representatives through yesterday's report, today's promotions and any policy changes, so nobody learns about a new rule from an upset customer.
Calls, chats, emails and social messages are answered by representatives trained on your products and policies, speaking as your support team and working inside your own tools.
A damaged order, a refund outside the window, a customer who's had enough. Representatives check the order history first, solve what your policy allows, and send anything else to you with a summary you can decide on in a minute.
Real conversations are sampled and scored on tone, accuracy, resolution, brand voice and record-keeping. Coaching happens the same shift, and every gap becomes a new answer in your knowledge base.
An end-of-shift report lands in your inbox or Slack: what was solved, what needs you, and what customers kept asking about. If a representative is away, a trained backup who knows your playbook is already covering.
Trend: 11 customers asked about shipping to Canada. Suggested answer added to the knowledge base.
Not on New York time? Shifts are set around your customers' hours, wherever they are.
Every account is covered by people who know your customers, with someone accountable for quality.
Dedicated to your account, trained on your products, and speaking in your brand voice on every channel.
Already briefed on your knowledge base, so sick days and leave never leave your customers waiting.
Owns quality: briefs the team, reviews conversations, coaches, and reports the numbers to you.
The three ways businesses usually staff customer service, side by side.
| Consideration | Hiring in-house | Large call centre | His Word team |
|---|---|---|---|
| Who answers | Your own staff, between other work | Whoever is next in a shared pool | Dedicated representatives who know your customers |
| Evenings and weekends | Overtime, or it waits | Covered, at a premium | Shifts built around your customers' hours |
| Brand voice | Yours, if you train it | Generic scripts | Your tone, templates and policies |
| Quality checks | You review them | Reports you rarely see | A team lead reviews and reports to you |
| Cost | Full salaries, benefits and overhead | Per-minute or per-ticket fees | Offshore cost, without recruiting or payroll admin |
Your representatives follow your policies and hand the right conversations to the right person.
Order, delivery and return questions that spike with every launch and holiday, and never stop at 5 PM.
Bookings, reminders, reschedules and billing questions that pull your staff away from the people in front of them.
Coaching, courses and memberships where onboarding, payment issues and cancellations decide whether customers stay.
We review your recent tickets, calls and channels to find the common questions, the busiest hours and where replies are slipping.
We build your knowledge base, templates and escalation rules, then select and train your representatives and their backup.
Your team covers the queue on your hours, while a His Word lead reviews quality and reports the numbers to you.
A 30-minute call to look at your channels, your busiest hours, and what your team would take on first.
