Customer support, technical support and back-office operations for growing brands — run by dedicated teams, with AI that reviews every interaction as it happens. No 3% samples. No quarterly surprises.
Customer: Hi, I've been charged twice for my March order.
Glade agent: Sorry about that, Mark — I've refunded the duplicate. You'll see it within 3–5 days.
Customer: That was quick. Thank you!
Customer: My internet keeps dropping every evening. Third time calling.
Glade agent: I've updated your router and moved you to a clearer channel. Could you check it now?
Customer: It's stable now. Great, thanks!
Customer: Please cancel our plan — it's too expensive for us right now.
Glade agent: Understood. Our Lite plan costs 40% less and keeps all your data. Shall I switch you?
Customer: Lite works for us. Let's do that.
One partner for every channel and workflow
What we do
Dedicated teams, operator-led management and AI-powered visibility from day one — across every channel, every language and every shift.
Omnichannel support from dedicated teams who learn your product, your policies and your brand voice.
First-line and specialist support for SaaS, software, hardware and connected devices — resolved, not just escalated.
Accurate, auditable processing for the workflows behind every customer promise.
Scalable inbound and outbound programs that flex with your seasons, launches and peaks.
Every call, chat and email scored automatically against your standards — not a 3% sample reviewed weeks later.
Skilled, multilingual teams working in your business hours through smart scheduling — not graveyard shifts.
Glade Intelligence
Our AI layer runs across every program from day one. It listens, reads and scores 100% of interactions — so problems surface in minutes, not in next quarter’s slide deck.
Speech-to-text and AI scoring on every call, chat and email. Nothing sampled, nothing missed.
Experience-level metrics that measure what customers actually felt — across every program and shift.
In-conversation prompts that help agents recover the moment while it still matters.
Frustration and cancellation intent spotted live, with at-risk customers routed to a save specialist.
Required disclosures and regulatory language checked on every interaction and flagged instantly.
Early signals of agent fatigue, so team leads can step in before quality — or people — suffer.
100%
Interactions analyzed
versus the 3–5% industry sample
24/7
Coverage
across time zones and languages
30 days
Kickoff to go-live
for a typical new program
6
Live experience metrics
tracked for every program
Why Glade
A glade is a clearing in the forest — the place where light gets through. That is what we bring to customer operations: full visibility, owned by people who answer for the results.
Sampled, delayed, filtered
Complete, live, transparent
How we work
A launch process refined for speed and control — you know exactly what happens, when, and who owns it.
A 30-minute CX operations review with an operator. We map your channels, volumes and pain points, then send a written gap summary within 48 hours.
We design your program: playbooks, QA scorecards, XLA targets, staffing model and the integrations with your existing tools.
We recruit, train and certify a dedicated team on your product, then go live with AI monitoring from the very first interaction.
Weekly insight reviews, real-time coaching and continuous calibration keep quality and efficiency climbing month after month.
Industries
Playbooks, compliance know-how and trained teams for the industries where customer experience decides who wins.
Order support, returns and post-purchase care at peak scale.
KYC, disputes and account servicing with full compliance.
Onboarding, tiered tech support and churn prevention.
Billing, provisioning and retention for high-volume queues.
Patient support and revenue-cycle workflows handled with care.
Bookings, changes and disruption support around the clock.
Player support, payments and community moderation.
Claims intake, policy servicing and follow-up.
Shipment tracking, exceptions and carrier coordination.
Dealer, owner and roadside assistance programs.
Tenant requests, maintenance intake and renewals.
Billing questions, retention and win-back campaigns.
FAQ
Can’t find what you’re looking for? Our team replies within one business day.
Ask us anythingWe run end-to-end customer operations: omnichannel customer support, Tier 1–2 technical support, back-office processing, contact center programs, AI-powered quality assurance and nearshore delivery. Most clients start with one program and expand as results come in.
A typical program goes from kickoff to live in about 30 days: discovery in week one, program design in weeks one to two, then recruiting, training and go-live by week four. Urgent overflow programs can often launch faster.
Instead of sampling a handful of calls, our AI analyzes 100% of interactions. We track an Experience Level Agreement (XLA) built from CSAT, first-contact resolution, sentiment, NPS, resolution quality and customer effort — and you see the same live dashboards we do.
No. Our teams work inside your existing helpdesk, CRM and telephony — whether that is Zendesk, Salesforce, Freshdesk, Intercom, HubSpot or something custom — and our intelligence layer connects alongside them.
Data protection is built into every program: role-based access, secure workstations, signed confidentiality agreements and GDPR-aligned processes. We are happy to walk your security team through our controls during discovery.
Pricing depends on channels, volumes, languages and coverage hours. Most programs are priced per dedicated agent or per resolved interaction. After your free CX review we send a transparent, tailored proposal.
Get started
A 30-minute conversation with an operator — not a sales script. You get a written summary of the gaps we find within 48 hours, whether or not we work together.