After-sales services for brands selling abroad

Overseas support teams, specialist consulting and AI tools. Find the right starting point for your after-sales.

For cross-border smart-hardware and ecommerce brands selling into North America, Europe and the Middle East.

How working with us works

Plain terms, so you can decide before a call.

Pricing

Managed Support is priced per agent seat, per month, all-inclusive (insurance and similar costs included).
Overtime is billed separately at twice the hourly rate.
AI tools are optional, billed by token usage, and available only with Managed Support. You can run Managed Support without them.

Seats and contract

No minimum seat count: you can start with one seat.
Contracts start at six months, with no trial period. Give one month's notice if you do not want to renew.
Email us for a written quote for a seat in any of our languages; no meeting needed.

Hours and coverage

Each seat is one full-time, dedicated agent working any five days a week you choose, nine consecutive hours a day, including a one-hour break. We do not offer part-time or shared seats.
Shifts can be scheduled for your markets, including weekends and US night hours. Round-the-clock coverage takes several seats across shifts.
Peak season: tell us a month ahead so new agents can be trained.

Language level

Agents work at a near-native, second-language level in English, German, French and Spanish, and natively in Arabic.
Test an agent's English yourself on a Google Meet call before you sign.
Day-to-day coordination with your team runs on Slack.

Email for a written quote Or talk to us

AI tools that keep every answer consistent

Three tools, one loop. Your knowledge base is the single source agents answer from, quality review shows where answers drift, and what review finds goes back into the content.

AI Knowledge BaseOne maintained source for product SOPs, macros and multilingual content.
AI AgentHandles the routine questions that already have an approved answer.
AI Quality InspectionReviews conversations, flags risks and feeds fixes back into the content.

Optional and billed by token usage. Available only with Managed Support, which also runs without them.
Runs on servers in Germany, using Claude and GPT models.
Your customer data is never used to train models.

AI tool · Automation

AI Agent

An AI support agent trained on your brand's approved content, for the recurring questions that have one right answer.

Discuss AI Agent

What it covers

Replies to customers directly on live chat and social media.
Works in all major languages.
Answers routine customer questions using your brand's approved support content.
Guides customers through the next step in a straightforward enquiry, such as order status, tracking or a returns window.
Gives routine enquiries a faster first response, with a guided resolution instead of a generic acknowledgement.
Follows agreed rules on which questions go to a human agent and how they are handed over.

How it works, what you get and fit

How it works with your team

We review your ticket volume, channels and common issues, and identify what to automate and what needs a human.
We build the approved answers the agent works from: knowledge base, SOPs and scripts.
We agree the handover rules with you: which questions go to a person, and how the case is passed on.
Conversations that need judgement go to your team or to our managed team, so routine enquiries keep moving.

What you get

An AI agent configured on your approved support content.
An agreed list of in-scope questions, with the handover rule for each.

Good fit when

Your queue includes recurring questions that already have a clear, approved answer.
You want routine enquiries handled while your team focuses on the conversations that need judgement.

Boundaries

Questions without an approved answer go to a human.
Angry customers, technical faults and cases where a refund is not what the customer is really asking for go to an experienced agent who knows your product line.
Optional and billed by token usage; available only with Managed Support, not on its own.

AI tool · Quality control

AI Quality Inspection

Conversation review, risk flags and quality scoring that keep outsourced support consistent, with results you see every week.

Discuss AI Quality Inspection

What it covers

Quality criteria built around the way your brand expects customers to be treated.
Every conversation scored automatically, not a sample.
Reviews that flag missed steps, inconsistent answers and potential risks.
Findings turned into coaching priorities and fixes to support content.
Scores reported in your weekly service report, not kept as an internal number.

The scorecard

Accuracy
Tone
SOP compliance
Resolution

Each dimension is scored on a 1–5 rubric. Real scores appear in your weekly report, not on this page.

How it works, what you get and fit

How it works with your team

We agree the quality criteria with you, based on your products and service standards.
Every conversation is scored automatically against the rubric.
Problems are flagged: a missed step, an answer that contradicts another, a reply that creates risk.
Findings feed agent coaching and updates to the knowledge base.
You see the scores and trends in the weekly report, and we adjust together.

What you get

A scorecard agreed with you, covering accuracy, tone, SOP compliance and resolution.
Weekly scores and trends on those four dimensions.
A clear view of where service is inconsistent and what to work on next.

Good fit when

You outsource support and want an objective check that it stays consistent.
Your team needs a consistent way to review conversations, not ad-hoc spot checks.

Boundaries

QA scores are shared with you in the report; they are not published as marketing figures.
Optional and billed by token usage; available only with Managed Support, not on its own.

AI tool · Knowledge ops

AI Knowledge Base

Your product SOPs, macros and multilingual support content in one place, kept current as your product changes, so every agent answers from the same source.

Discuss AI Knowledge Base

What it covers

Product information, troubleshooting guidance and support policies, organised into one reference.
Product SOPs, macros and multilingual support content.
One source of truth across every agent and language.
Content kept aligned as products, policies and customer questions change.
Gaps found in quality review fed back into the content.

How it works, what you get and fit

How it works with your team

During onboarding we build the product knowledge base, SOPs and scripts before the first real ticket lands.
Agents work from it in each language you support.
When a product, policy or common question changes, we update the content.

What you get

Product SOPs and macros your agents use.
Organised troubleshooting guidance and support policies.
Multilingual support content.
Consistent answers, and a faster ramp-up for new agents on your product.

Good fit when

Your product answers are scattered across documents and people.
Your products, policies or customer questions change often enough that support content drifts.
You sell technical products, such as security devices, robot vacuums or smart-home products, where the right answer depends on the model.

Boundaries

Optional and billed by token usage; available only with Managed Support, not on its own.

People, process and logistics for markets abroad.

For brands that need someone to actually run the overseas after-sales operation, or to redesign how it works.

Managed service

Managed Support

A dedicated overseas after-sales team for tickets, returns, order enquiries and technical support, working inside your tools and to your SOPs.

Per seat, monthly · No minimum seat count · Six-month contracts Pricing and terms

Discuss Managed Support

What it covers

Order enquiries, returns and exchanges, product questions and technical support.
Phone, email, live chat and social media.
Agents working at a near-native level in English, German, French and Spanish, and natively in Arabic.
Round-the-clock and weekend coverage by scheduling seats across shifts, including US night hours.
Technical support at L1 and L2: setup, connectivity, firmware and warranty troubleshooting before anything reaches your engineers.
Smart-hardware cases such as connectivity, firmware and warranty, for security devices, robot vacuums and smart-home products.
Agents work inside your helpdesk and store: Zendesk, Zoho, Shopify, Gorgias, Intercom, WooCommerce, Magento, Shopline, TikTok Shop and Amazon.
A clear escalation path: anything the front line cannot resolve is escalated with full context, so customers do not have to repeat themselves.

How it works, what you get and fit

How it works with your team

Audit. We review your ticket volume, channels, common issues and tone.
Prepare. We build SOPs, macros and escalation paths, integrate your tools, and train a dedicated team before the first real ticket.
Go live. The team starts in as little as one week, scheduled around your target markets' time zones.
Every Monday. A service report covering response, resolution and satisfaction trends, plus quality scores. We adjust together.
Peak season. Tell us a month ahead and we add trained agents before the rush.

What you get

A dedicated, fixed team that knows your product line and works to your SOPs.
Named agents, each with an individual account in your helpdesk and an NDA on file before access.
Response and handling targets agreed up front and reported every week.
A weekly service report.
Your knowledge base and SOPs, exportable when the engagement ends.

Good fit when

You sell cross-border and need a team to run overseas after-sales.
You want to add coverage, languages and volume without growing your own headcount.
You want to keep part of support in-house and hand over the rest.

Boundaries

Tickets and customer records stay in your helpdesk; we do not take a copy of your customer database. If you use our AI tools, the conversations they handle are kept on our servers in Germany for three to six months, and can be deleted as soon as the engagement ends.
We never ask customers for card numbers or handle cardholder data.
On Amazon, our agents handle your own after-sales email address, such as the one printed on your product or packaging. Buyer-seller messages, returns and A-to-z claims stay with your in-house support lead.
On TikTok Shop, return reviews and dispute evidence in Seller Center stay with your own team.

Managed service · Advisory

After-sales Consulting

Process diagnosis, team model and operating design for overseas after-sales: a focused plan instead of a list of scattered issues.

Discuss After-sales Consulting

What it covers

Overseas after-sales process review: how your flows work and where the gaps sit between teams.
After-sales customer insight: recurring needs drawn from customer feedback and support conversations.
Business process mapping: processes, responsibilities and priorities for improvement.
Team model and support operating design, including what to keep in-house and what to outsource.

How it works, what you get and fit

How it works with your team

Start with a free diagnosis call about your current after-sales and your goals.
You get practical recommendations: what to automate, what needs people, and how to go live.

What you get

A focused improvement plan for your overseas after-sales.
A map of processes, responsibilities and priorities.
Recurring customer needs, drawn from your feedback and support conversations.

Good fit when

You are reviewing how your overseas after-sales operation works.
Issues keep surfacing across support, warehouse and product teams without a clear owner.
You are deciding between in-house, outsourced or a blend.

Boundaries

Consulting designs the operation; running it day to day is our Managed Support service.

Managed service · Returns

Reverse Logistics Consulting

A repair, return and local-handling strategy that reduces what overseas returns cost you.

Discuss Reverse Logistics Consulting

What it covers

The full journey from return request through inspection to resolution.
Repair, replacement and return routes compared against your product and market needs.
Repair resources in the US and Europe.
Turning overseas returns into local repairs where it makes sense, lowering loss and round-trip shipping costs.
Clear handovers between customer support, warehouses and repair partners.

How it works, what you get and fit

How it works with your team

We review how returns flow today, from the customer's request to the final decision.
We compare the routes (repair, replace or return) for your products and markets.
We define who does what between support, warehouse and repair partners.
If we also run your support, our team handles the returns and exchanges conversations.

What you get

A clearer next step for the customer and for each team that touches a return.
A comparison of routes and a map of handovers.

Good fit when

You are rethinking what happens after an overseas customer requests a return.
Shipping hardware back across borders costs more than repairing it locally.

Managed service · Premium support

White-glove Service

High-touch onboarding and VIP handling for complex hardware products, and for the customers who need more than a standard ticket reply.

Discuss White-glove Service

What it covers

Identifying which cases need more guidance than a standard ticket response.
On-site support for setup and complex cases.
High-touch onboarding for complex hardware products.
VIP customer handling.
Coordinated communication and follow-up across the agreed service steps.
Defined ownership and escalation points when several teams are involved.

How it works, what you get and fit

How it works with your team

We agree with you which customers or cases qualify.
We coordinate communication and follow-up across the steps you have agreed.
We set ownership and escalation points before several teams get involved.

What you get

Complex service cases that keep moving, with clear ownership and customer updates.

Good fit when

Your products or customer situations need closer after-sales coordination.
Setup or troubleshooting is too complex for a standard reply.

From first call to steady state.

AuditIn a free first diagnosis, we map your products, ticket types, tone, pain points and volumes.
PrepareWe build SOPs, macros and escalation paths, integrate your tools, and train your agents before the first real ticket lands.
ScaleWe go live in as little as one week, then tune quality weekly with transparent reporting as volume grows.

Questions you might have

How fast can you go live?

We set up the knowledge base, train agents and integrate your systems; your team can be up and running in as little as 1 week.

Which systems do you support?

We have deep experience with Zendesk and Zoho and integrate with most common ticketing and ecommerce systems, so you keep your existing tools.

How do I track service quality?

A weekly service report shows response time, resolution rate and satisfaction trends at a glance, and we adjust together whenever needed.

Where is your team?

Hong Kong (registered HQ) and Egypt (support team). Shifts are scheduled around your markets' hours, including weekends and US night hours.

See all questions

Ready to improve your after-sales?

Tell us about your product and volumes: the first diagnosis is free, and we reply within two business days. Write to hello@cxharbor.com.

Talk to us Read the FAQ