Email is where the detailed questions and the real complaints land — the ones that need a proper, written answer. A trained Suppro agent works your inbox from the playbook, in your brand voice, inside your coverage window. Included on every plan.
Email skews toward the considered and the complicated — the messages people take time to write. All of it sits inside the scope of your plan.
The multi-part ones that need a real answer — specs, compatibility, comparisons — written properly, not fobbed off.
Read, checked against your policy, and actioned or answered with clear next steps and any labels needed.
"Where is it", "it arrived damaged", "wrong item" — handled, or escalated with the order details attached.
The messages that need tone and judgement — answered to your voice, and flagged to you when they should be.
Coverage checked against your terms, replacements and repairs set in motion to the rules you give us.
Sorted out of the support flow and routed to you, so a real opportunity never sits unread.
A normal day of email support, handled inside your coverage window.
Everything that came in after hours is read and answered first, oldest to newest, before the day's traffic starts.
Multi-part product and pre-sale emails answered in full from your notes — the kind that don't fit a quick reply.
Coverage checked against your terms, a replacement started and a return label sent — to your rules, without back-and-forth.
A complaint that needs your judgement goes to you with the full thread and a suggested reply attached.
Email doesn't demand a reply in seconds, so the bar isn't speed — it's substance. These are the messages where a copy-pasted macro is obvious and insulting, and where a careful, correct, on-brand answer is what keeps a customer who was about to walk.
However support email reaches you — a shared inbox, Gmail, Outlook, or a helpdesk like Gorgias or Zendesk — we work inside it as an agent. No migration, no forwarding tricks.
FAQs, return policy, refund thresholds, shipping promises, tone of voice. This becomes the playbook every reply is written from.
The channel is covered through your window. You get the monthly report, and only the escalations that genuinely need you.
The inbox is worked through your coverage window. Emails that arrive outside it are picked up when the desk opens, inside your plan's first-response target.
No. Whether support email lands in a shared inbox, Gmail or Outlook, or a helpdesk like Gorgias, Zendesk or Freshdesk, we work inside what you already use. You add us as an agent — there's no migration and no forwarding workaround.
Yes, and email is where that matters most. Complaints are answered to the voice and boundaries set in your playbook, with the difficult or high-stakes ones escalated to you — usually with a suggested reply attached so you can approve rather than write from scratch.
Within your plan's first-response target during your window — 24 hours on Starter down to 4 hours on Enterprise. Email carries a lower speed expectation than chat, but a same-day, complete reply is what keeps customers, and it's what we aim for.
No. Every plan includes all fifteen services across all eight channels. You're buying a monthly block of support hours, and email draws from the same block as everything else.
Every plan covers all fifteen services across all eight channels — you're buying hours, not per-channel licences.
Fifteen minutes on a call is enough to work out your volume, the right window, and which plan fits.