Structured triage
Every email categorised, prioritised, and routed to the right queue.
Opervics runs email support as a documented, SLA-driven function — structured triage, AI-assisted drafting, human-verified responses, and consistent turnaround across every queue.
Email support looks simple in theory — answer emails, close tickets. In practice, it's where backlogs build, SLAs slip, and quality drifts when volume grows. Most internal teams manage email support by adding people, not by designing the process.
Opervics runs email support as a managed function with structured triage, documented response templates, AI-assisted drafting, and human verification before anything ships. Every queue has an SLA, and every SLA is reported weekly.
Every email categorised, prioritised, and routed to the right queue.
Approved replies for common questions — kept current with your product.
Draft replies generated from templates and context, verified by humans.
Turnaround targets tracked and reported weekly.
Clean handoffs to senior agents or your team when needed.
Volume, SLA adherence, backlog, CSAT.
These are the same operational issues we see across clients — and the same ones our process is designed to remove.
Queues grow quietly until SLAs start breaking.
Different agents answer the same question differently.
Turnaround targets exist on paper but aren't tracked.
Complex emails sit unassigned until someone senior picks them up.
No visibility on volume trends, backlog, or CSAT.
One experienced agent keeps the queue stable — until they're out.
Every service inherits the same baseline security posture, then adds service-specific controls on top.
Encryption in transit and at rest, role-based access, and least-privilege workflows across every account.
NDA-bound teams, restricted environments, and auditable access logs for regulated services.
AI output is reviewed by trained specialists before it reaches your systems — no blind automation.
Service-specific SLAs, tracking, and audit-ready reporting from day one.
Common helpdesk and ticketing platforms — Zendesk, Freshdesk, Help Scout, Gmail shared inboxes, and others.
SLAs are defined in writing before go-live and reported weekly — response time, resolution time, and adherence.
No. AI generates draft replies from your approved templates; humans verify and edit before sending.
Yes. Multi-brand and multi-product queues are common — each brand gets its own templates, tone, and reporting.
QA sampling on every queue, plus weekly reporting on SLA adherence, backlog, and CSAT.
Per FTE, per email, or as a monthly retainer — agreed upfront with no hidden add-ons.
A short conversation is usually enough to scope the process and propose a starting point.