Customer Experience Support Proposal – Sonno Beds × SupportZebra
Scale CX cost-effectively with dedicated support, extended hours, and enterprise-grade compliance
Confidence in onboarding. Freedom to scale.
What We Heard From You
Current CX team in the UK is strong, but growth demands more capacity
Need scale + cost efficiency without sacrificing quality
Want extended coverage: calls until 8pm, chat until midnight
RichPanel live chat feels clunky — exploring better systems
Smooth onboarding without heavy lift on your side
What Success Looks Like
Dedicated Team
3 dedicated agents to start, scalable as growth accelerates
Extended Hours
Calls 9am–8pm | Chat until midnight
SLA-Driven
SLA-driven responses across email, chat, phone
Smooth Onboarding
We help build training playbooks you don't yet have
Cost Savings
Lower CX cost per agent vs. UK staffing (~60% savings)
Our Solution
Dedicated CX Team for Sonno
Day-one: full integration with RichPanel
Future-ready: migration support to Zendesk + Amazon Connect
Channels covered: Phone, Chat, Email (WhatsApp optional)
Agents trained to start on chat/email → promoted to phone once confident
Seamless escalation process for sensitive Shopify tasks
More Than Headcount
We provide the ecosystem around the agents:
Leadership
Team Leaders & Ops Managers for oversight
Quality
QA Analysts for consistent quality
Training
Training Team builds Sonno's training materials & LMS
Workforce
Workforce Management for SLA coverage & scheduling
Innovation
Innovation Team: automation, AI integration, smarter CX
Why SupportZebra
✅ 14 years in eCommerce CX (AG1 scaled 3 → 200+ with us) AG1 Video Testimonial
✅ Flexible entry point: start with 3, scale fast
✅ RichPanel-ready, plus certified Zendesk/Gorgias partner
✅ Enterprise-grade compliance: PCI-DSS & SOC 2
✅ Rapid crisis scaling (20 → 150 agents in 1 week for a client)
✅ Transparent pricing, no lock-in contracts
Pricing
Simple & Transparent
*Based on 160 hrs/FTE
**One-time fee covers training, playbook creation, system setup, agent certification
What You'll Gain
Before:
Limited in-house capacity
Expensive after-hours coverage
No structured training system
RichPanel live chat pain
After:
Scalable offshore CX extension
Extended hours (calls + chat) covered
Training playbooks created for you
Cost savings vs. UK headcount
Confidence in onboarding & smooth scaling
Sonno Beds × SupportZebra Proposal