# VIP customer service outsourcing, done for you

Experts for the moments that matter. AI for the routine. Pay per resolution, and get a VIP team without hiring one.

10m+ customers helped · 10+ years running support · 5.0 stars from 44 reviews on the Gorgias partner directory

## Your customers get VIP service. You get your week back.

A VA or agency sends people, and you still train, schedule and manage them. We run the whole operation: hiring, QA, coverage and the AI.

### Care: a team that sounds like you

Customer service experts in the US or the Philippines, trained on your products and voice. On email, chat, phone, social and marketplaces. We hire, train, schedule, coach and QA them.

### Automate: AI that earns the work

People resolve each ticket type first. AI takes it over only once it gets it right, with a person reviewing until then. [How our AI works](https://www.wrrk.com/services/ai-customer-service/)

### Operator projects: the systems behind great service

Senior CX operators fix your policies, SOPs, help center and integrations, so support holds up as you grow.

### However your customers reach you

Email, chat, phone, voicemail callbacks, social, Instagram, WhatsApp, TikTok Shop and Amazon. One team covers every channel, inside the helpdesk you already use.

## Start with people. Automate from experience.

No generic bot learning your business from a help center. We start by helping your customers.

1. **Weeks 1–2: We join your operation.** We learn your products, policies, voice and systems, then work inside the tools you already use, such as Gorgias, Zendesk and Shopify.
2. **From go-live: We work every ticket type.** Our people resolve the work and write down what good looks like, including the exceptions no generic workflow catches.
3. **As volume builds: AI drafts, a person decides.** AI drafts the reply and the actions behind it. A person sends it, or corrects it and teaches the AI for next time.
4. **When the numbers prove it: Proven work goes automated.** Routine ticket types move to AI, your highest-volume ones first. People stay on judgment, empathy and exceptions.

## We run the operation. You set the standard.

You call the shots on your brand and your customers. We do everything else.

### wrrk manages

- Hiring, onboarding and training
- Scheduling, coverage and backfill
- QA, coaching and performance
- The daily queue and reporting
- Training, reviewing and maintaining the AI
- Policy, SOP and systems projects you ask for

### You decide

- Your customer promise and voice
- Policies, refund limits and exceptions
- What needs your approval
- Which ticket types go to people or AI
- What gets escalated, and to whom
- What great service means for you. Your SOPs stay yours if you leave.

## In their words

From the Gorgias partner directory, where wrrk is rated 5.0 from 44 reviews:

> "We are a highly seasonal business so the ability to scale up and down our CX as needed was a game changer for us." — "Solved our seasonality"

> "They took us on with short notice, limited training and very little access to current employees and processes… Their ability to manage the work and even provide additional insights and opportunities on how we can optimize this solution better for our business has been impressive." — "Pretty impressive surprise finding wrrk"

> "Their team has a remarkable ability to understand our products, including our highly technical niche product line." — "WRRK Works!!!"

## Pricing

People, AI or both. You pay per ticket resolved, so cost falls as more work is automated.

| Plan | Price |
| --- | --- |
| Care, per resolution | $3.50 per resolution, every channel except chat and phone, $500/mo minimum |
| Care, dedicated team | Priced per hour, for chat, phone and work outside the queue |
| Automate (AI agents) | $1.35 per AI resolution |
| Operator projects | Priced per project, as an add-on to either plan |

Both plans are month to month, with 30 days' notice.

## Is wrrk the right fit?

### wrrk fits when: you want VIP service without managing it

- You want one partner accountable for the people, AI and systems.
- You need email, chat, phone, social or marketplace support in your current tools.
- You want routine work automated without pushing every customer into a bot.
- You care about resolution, judgment and voice, not just reply speed.

### Look elsewhere when

- You already have someone to train, schedule and QA more agents.
- You want an AI software license, not a managed service.
- You want the cheapest hands, like a VA, and plan to manage them yourself.
- You need support in languages other than English, or a large enterprise program.

## Six ways to staff customer service

Each model fits a different brand. The real difference is who does the management work.

| Model | Best when | Who runs it | How you pay | Watch for |
| --- | --- | --- | --- | --- |
| In-house team | Support is core to the product and you have CX leadership. | You hire, train, schedule and QA. | Salaries, benefits, tools and management time. | Hiring lag, coverage gaps and peak-season spikes land on you. |
| Virtual assistant | Volume is low and tickets are simple. | You train, manage and cover for them. | The lowest hourly rate. | One person is a single point of failure, with no QA, AI or backup when they're out. |
| AI-only software | Your tickets are simple and someone owns the tool. | You configure, train and monitor it. | A license plus usage or per-resolution fees. | Edge cases, tone and exceptions still need people. |
| Staffing or seat-based outsourcing | You have a CX leader with time to manage more people. | The provider supplies agents. You usually train, write playbooks and QA. | Per agent, per hour or per month. | A low rate can hide the management work you keep. |
| Large BPO | You need large multilingual or round-the-clock programs. | The provider runs a large, structured program. | Contracts, often with volume minimums. | Less flexibility for smaller or fast-changing brands. |
| wrrk | You want support off your plate, with people and AI under one owner. | wrrk hires, trains, schedules, QAs, runs the AI and improves the systems. | Per resolution for people and AI, or hourly for a dedicated team. | — |

## How to compare customer service outsourcing providers

Two providers with the same hourly rate can be selling very different things. Give each one the same real tickets and ask:

1. Who writes and maintains the training?
2. Who covers shifts and absences?
3. Who reviews quality and coaches the team?
4. What can agents resolve without asking you?
5. Who monitors the AI after launch?
6. Who handles cases your policy doesn't cover?

## Frequently asked questions

### What is customer service outsourcing?

Customer service outsourcing means an outside team handles some or all of your customer conversations, and the operation behind them. With wrrk, that includes hiring, training, scheduling, quality assurance and the AI. Your brand still sets the policies, voice and escalation rules.

### What is VIP customer service outsourcing?

It means every customer gets the care brands usually save for their best ones: a complete fix from someone who knows your products and voice, and a person, not a script, whenever judgment matters. wrrk makes that affordable by using AI for routine tickets and pricing per resolution, so you don't need a large in-house team to deliver it.

### When should a brand outsource customer service?

Usually when one of these is true:

- A founder or ops lead is still answering tickets.
- Response times slip during launches, sales or peak season.
- You need your next support hire but have no one with time to manage them.
- You want to automate routine tickets but have no one to build and run the AI.

### Why not just hire a VA?

A VA costs less per hour, but you become their trainer, manager and backup, and support stops when they're out. wrrk prices per resolution and includes training, scheduling, QA, coverage and AI, so the work doesn't depend on one person or on you. A VA can make sense if your volume is low and your tickets are simple.

### Does wrrk supply agents or run the operation?

wrrk runs the operation. We hire, train, schedule, QA and coach the team, and build and maintain the AI. You don't manage our people. You decide policy, voice and what needs your approval.

### Does wrrk use people or AI?

Both. People start on every ticket type and stay on anything that needs judgment, empathy or an exception. AI takes over a routine ticket type only after it proves it can meet your standard, with a person reviewing its work until then.

### How much does wrrk cost?

| Plan | Price |
| --- | --- |
| Care, per resolution | $3.50 per resolution (every channel except chat and phone) |
| Care, dedicated team | Priced per hour |
| Automate (AI agents) | $1.35 per resolution |
| Operator projects | Priced per project, as an add-on to either plan |

### What counts as a resolution?

One full ticket, however many replies it takes. Spam tickets don't count.

### Is there a minimum?

Yes, $500 a month.

### Is there a setup fee?

Yes. It's a one-time fee of $500 per agent.

### Do I have to sign a long-term contract?

No. Contracts are month to month, and you can cancel with 30 days' notice.

### How long does it take to get started?

About 2 weeks for a new brand to go live.

### Can we outsource only part of our support?

Yes. Start with one channel, such as email, or a dedicated team for set hours or a peak season, and add more once it's working. Care, Automate and Operator projects each work on their own.

### Which channels do you support?

Email, chat, phone, voicemail callbacks, social, Instagram, WhatsApp, TikTok Shop and Amazon Seller Central.

### What hours do you cover?

Low-volume, email-only plans are covered Monday through Friday. A dedicated team can work any schedule you need.

### What languages do you support?

English.

### Do I have to switch helpdesks?

No. Our human experts start working in whatever systems you use today, such as Gorgias, Zendesk or Shopify.

### How do you keep our brand voice?

Our team is trained on your products, policies and voice guidelines before go-live, and QA reviews their work against them. AI agents learn from the same guidelines plus your past tickets, and a person reviews AI work until each ticket type is proven.

### What if quality slips?

QA reviews conversations and our team coaches to your standard. If something is off, tell us and we fix it. Contracts are month to month, so we keep earning the work.

### What happens to my SOPs and AI agents if I cancel?

Your SOPs are yours to take with you. You can also keep using the AI tooling on its own, without a wrrk contract.

## Give every customer the VIP treatment

Tell us how support runs today. We'll show you what it looks like done for you. [Book a demo](https://meetings.hubspot.com/alyssa-bernstein)

More answers: [wrrk FAQ](https://www.wrrk.com/faq/)

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Original page: https://www.wrrk.com/services/customer-service-outsourcing/