Middleleads | B2B Growth & Lead Generation Agency Dubai

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Customer Support Service

Customer Support That Protects Retention & Brand Trust

Middle Leads builds and runs a structured customer support system — ticket workflows, SLA handling, escalation rules, and reporting — so your team resolves issues faster and customers stay confident. Ideal for SaaS, services, and eCommerce teams that need consistent quality across channels.

Ticketing + SLAs Live dashboards QA + playbooks Automation + macros
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Keywords we focus on: customer support, helpdesk, ticket management, SLA, escalations, customer satisfaction, retention, support analytics, Zoho Desk and multi-channel support operations.

What You Get With Middle Leads Support

A repeatable support system — not just agents replying randomly.

Ticketing System Setup

Organized inbox, categories, priority rules, and clean ticket lifecycle.

Automation + Macros

Auto-routing, canned replies, templates, and resolution playbooks.

Reporting + QA

CSAT, backlog, SLA compliance, and weekly optimization to improve outcomes.

SLAs, Channels & Coverage

Clear response times, predictable resolution, and multi-channel support operations.
Fast
First response targets by priority (P1/P2/P3).
SLA
Escalation rules + breach alerts for high impact issues.
Omnichannel
Email, chat, web forms, WhatsApp workflows (optional).
Weekly
Reporting + continuous improvement loop (QA + macros).

How We Work

Setup → workflows → team enablement → performance optimization.

Implementation Workflow

We build a support engine that scales without chaos.
Discovery
Ticket categories, priority matrix, common issues, tone & brand guidelines.
System Setup
Desk/helpdesk, queues, SLAs, automation, tags, escalation rules.
Playbooks + QA
Macros, templates, standard resolutions, internal SOPs for consistency.
Weekly Optimization
Backlog control, macro improvements, SLA tuning, CSAT uplift.

Tools We Can Implement

We can set it up inside your stack — or recommend the best fit.
Zoho Desk
Ticketing, SLAs, workflows, reports, knowledge base.
CRM + Escalations
Sales handoff + account context for faster, smarter resolutions.
Automation
Rules, macros, triggers, routing, after-hours workflows.
Analytics
CSAT, SLA %, first response time, resolution time, backlog trend.
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Customer Support FAQs

Common questions about onboarding, SLAs, and reporting.
Can you set up support for multiple channels?
Yes — email, forms, chat, and optional WhatsApp flows. We keep routing and reporting consistent across channels.
Do you provide weekly reporting?
Yes — SLA compliance, backlog, first response time, resolution time, CSAT, and improvement actions.
Can you build escalation rules for urgent issues?
Yes — priority matrix (P1/P2/P3), breach alerts, assignment rules, and escalation to the right owner/team.

Ready to Improve Customer Support?

Build a professional support operation with SLAs, automation, and reporting — so customers stay happy and retention stays strong.
Start Customer Support Setup