Frequently Asked Questions

Yes, services include designing workflows, integrating tools, and providing tailored solutions. Depending on your needs we can accommodate the required tools and channels so that your experience is seamless and without any trouble.

Onboarding involves an initial meeting to understand requirements, followed by tailoring a specific collaboration offer based on your needs. After the requirements and details are cleared we can provide you with a price offer.

A minimum of 5 agents is typically required to provide 24/7 coverage. This is because we need to cover three or more shifts, weekends, and legal holidays. There are also risks of sick leaves or unexpected events.

Yes, team sizes are scalable, and adjustments can be made quickly to match workload changes. Based on your needs initially, the team can either have more agents to tackle high volumes or a backlog. If you’re just starting we can have a smaller team that can be scaled as we go.

Pay-per-interaction: Agents handle multiple clients or projects simultaneously, focusing on a fixed number of interactions rather than being exclusively assigned to one client. Based on your needs, we can offer custom-sized packages of interactions so that you pay based on your actual volumes rather than an agent working eight hours but having low volumes of chats or tickets.

Agents Team: Agents work exclusively for one client, focusing entirely on that client’s needs and providing tailored full-time support. Dedicated teams also may have more time to handle other types of queries such as app store reviews, Twitter or other social media, do ticket reviews for improvements etc.

IntelligentBee provides AI-enabled, Human-first Technical Customer Support focusing on Customer Support and BPO across industries such as and not limited to Tech SaaS, Fintech, E-commerce, Healthcare. With 14+ years of experience and partnerships with leading platforms like Twilio and SendGrid, our core focus is delivering premium CX and data processing solutions.

Our Level 1 and Level 2 support teams are trained, scalable, handling 24/7 operations, built around proven policies (ISO27001, ISO9001) and our company values: Empathy, Transparency, Growth, Actionable Insights Reporting and Technology Obsession.

We integrate with client tools (such as Zendesk, Intercom, CloudTalk) and offer end-to-end management of your support function - from setup to insights delivery. Every interaction is not just a support task but a growth opportunity.

We use a structured, SLA-driven Incident Management workflow to ensure fast triage, accurate escalations, and reliable resolutions:

• Logging & Categorization: All incidents are recorded in tools like Zendesk and prioritized by impact and urgency.
• L1 Diagnosis: First-line agents handle initial triage using standardized procedures and KB resources.
• L2 Escalation: Complex cases move to Level 2 for advanced troubleshooting and root-cause analysis.
• Transparent Communication: Clients receive real-time status updates at every stage.
• Resolution & Confirmation: Tickets close only after verified service restoration.
• Review & Improvement: Insights feed into periodic reviews to prevent recurring issues.

Our Problem Management process follows these practices:

• Proactive Trend Analysis: Regular ticket and customer sentiment analysis to identify recurring issues.
• Known Error Database (KEDB): Maintained collaboratively via Zendesk Guide and Confluence, accessible to agents.
• Root Cause Analysis (L2): Systematic RCA using 5 Whys/Fishbone methods and escalated engineering consultation.
• Problem Control: Development of workarounds or permanent fixes (in collaboration with Tier3 engineers or any of the involved departments).
• Resolution Implementation: L2 in collaboration with client tech teams, following clear plans and changing communication processes.
• Continuous Feedback Loop: Learnings fed into internal training and client knowledge base updates.

We believe that great support is not just reactive, we aim to preempt problems before customers feel them.

We offer fully flexible team sizes, from small 2–5-agent units to large, multi-layered support operations. At peak, we’ve managed 330 agents simultaneously, including a single team of 180 agents for an enterprise client.

Our management and workforce systems allow us to scale up or down quickly, ensuring you always have the right coverage for your customer support, technical support, or back-office needs, with virtually unlimited capacity.

Our model is ideal for Tech, SaaS, and E-commerce companies that want scalable, reliable IT support without expanding internal teams. Whether you’re managing 50 or 5,000 users, we adapt to your needs.

We combine human-first customer care with AI-enhanced precision, transparent communication, and ISO-certified reliability. Our clients stay because we act like an in-house team that scales with their growth.

A Pilot Project is a short-term collaboration that lets you test our Customer or Technical Support services in real operations. You get measurable results, clear KPIs, and a data-backed understanding of how we can scale your support efficiently.

Most Pilot Projects run between 4 and 8 weeks, depending on your goals and service type. This timeframe ensures enough data for meaningful insights without delaying decisions.

In principle, the way we are organized and the way we worked on different collaborations in the past is that we used 150 interactions per month as the bare minimum that is efficient and makes sense to set up.

There is no issue for us in scaling the team. The delivery manager assigned to you will provide you with monthly statistics and insights so that you know when the volumes require an FTE modification.

ISO 27001 ensures that any data your users share with the support team is protected through strict security controls, while ISO 9001 guarantees consistent, predictable service quality. Together, they reduce operational risks and ensure stable, reliable support operations across all workflows.

GDPR compliance means the provider handles all personal data responsibly, securely, and transparently, following European data protection standards. It includes documented processes, strict access controls, regular training, and active data protection oversight to keep user information safe.

ISO 9001 frameworks help standardize onboarding, workflows, ownership, and quality checks, resulting in fewer escalations, higher SLA stability, and more predictable delivery. ISO 27001 ensures secure operations, reducing disruption and protecting sensitive customer data.

Yes. If your business serves EU customers or stores or processes their data, you must ensure your outsourcing partner follows GDPR and strong security standards. ISO 27001 and GDPR compliance protect your company from data risks, legal exposure, and operational issues.

Certified controls, continuous monitoring, role-based access, and documented workflows prevent data breaches, reduce human error, and minimize operational friction. This helps maintain uptime, stability, and a strong, audit-ready support environment.

Absolutely. A mature compliance ecosystem, ISO 27001 security, ISO 9001 quality management, and GDPR-by-design processes removes uncertainties, ensures consistency, and makes it easier to expand teams, add coverage, or integrate new channels safely.

Usually, specialists can enter various information from paper documents into digital formats, information from digital images, or online forms. They can also extract information from video and audio recordings or other sources depending on your specific needs.

Outsourced community management covers engagement, moderation, and real-time interaction across all customer touchpoints, from social media and forums to brand communities. At IntelligentBee, our teams combine human empathy with AI tools to ensure every conversation builds trust, loyalty, and retention.

Every agent is trained on your brand guidelines, tone of voice, and escalation rules. With AI-assisted quality checks and human supervision, every response aligns with your brand identity across all channels.

We track key metrics such as engagement rate, response time, sentiment score, and ticket deflection. Clients receive transparent reports and dashboards that turn community data into actionable business insights.

We cover both individual and business verification, including ID and document validation, database screening, and ongoing regulatory updates for fintech and e-commerce clients.