FAQ

Because great customer service shouldn’t slow you down. Outsourcing lets you focus on scaling your business while pros handle your support - efficiently, expertly, and with total brand care.

Lower costs, faster response times, and access to trained, UK-based support experts - all without the headaches of hiring, training, or managing a team yourself.

We’re here 7 days a week, 7am to 7pm - including weekends and bank holidays! No gaps, no excuses - just consistent support your customers can count on.

Email, live chat, social DMs, comments - wherever your customers are, we’ve got it covered.
⚠️ Note: You must be using a ticket management tool such as Gorgias so all queries regardless of channel, can be handled directly from within the ticket tool.

Each customer interaction is counted as a 'billable ticket' - whether it’s the first message or a follow-up. We keep it simple: every touchpoint matters and gets the care it deserves.

We offer flexible plans. If you need to scale up (or down), we’ll adjust your plan each month to fit your expected volume - no drama.

Unused tickets don’t roll over and aren’t refundable - so we’ll always work with you to make sure you’re on the best-fit plan.

If you go over your ticket allowance, extra tickets are billed at £5.75 each. It can add up fast, so we’ll help you forecast volume and scale smartly to keep things cost-effective.

Fast. We aim to respond within a few hours during coverage hours. Our SLAs are sharp because your customers deserve nothing less.

Monthly on the 1st, due by 4pm, with no hidden fees. You’ll receive a clear invoice each month based on the plan you’re on. Easy.

All major debit and credit cards, plus bank transfer and direct debit. We’ll set up whatever’s easiest for you.

All invoices are due on the 1st of each month and must be paid no later than 4pm.

Miss the deadline, and your account enters the Ticket Suspension Zone - meaning we pause all support activity for 3 full working days after payment is received.

Why so strict? Because delayed payments disrupt our schedules, impact service quality, and mess with the cash flow we need to pay our brilliant UK-based team. We love what we do - but timely payments keep the whole machine running smoothly.

Thanks for respecting the process!

No hard feelings! There are no long contracts here - just let us know with 30 days notice and we’ll wrap things up smoothly. That said, we’ve never had a client leave… just saying.

Most brands who use a tech stack we're already familiar with are onboarded in 1-2 weeks. We handle the heavy lifting, system setups, tone training, template building - so you can go live quickly with zero stress.

No juniors or mystery agents. Every Ticket Buddiez team member is UK-based, fully trained, and experienced in customer service for DTC brands.

No bots here. Every message is handled by a real, UK-based human who understands your brand and speaks with empathy and context.

We do use smart tools like macros to speed things up - but we craft them so well that responses never feel robotic. Just fast, helpful, and totally on-brand.

Absolutely. We’ll immerse ourselves in your brand’s tone, style, and customer journey to sound like a true extension of your team.

Yes - during onboarding we’ll build your reply library together and you’ll have full visibility. We’re big on alignment and quality control.

Yes, we manage everything from basic queries to complex customer service operations - including refunds, complaints and VIP handling.

We’re experts in Gorgias, Shopify, Skio, Recharge and more. If your setup is unique, we’ll get to know it.

It depends on the plan - higher tiers come with dedicated agents, while smaller plans may share resources. Either way, quality never drops.

We’re UK-based, quality-obsessed, and genuinely care. No hidden fees. No generic scripts. Just sharp, human support that feels like part of your brand - because it is.