Proven Customer Experience Performance
82%
of clients rate satisfaction 9–10
100%
Interaction review available with AI-assisted QA
20+
Languages supported globally
24
/
7
365 Global support coverage
“Having Functionary supervisors and team leads integrated in our operation makes it seamless. They’re part of how we run the business.”
Martin Cuellar
Sr. Director of Operations, New Leaf
BENEFITS
Typical Customer Outcomes
Customer support gets harder to keep consistent as volume grows, channels multiply, and service expectations rise. Support and success leaders usually come to us to add coverage, lower cost-to-serve, keep quality steady across teams and locations, and get a clearer view of what is happening in every customer conversation.
More Coverage
Add business-hour, after-hours, multilingual, or 24/7 support without building every shift internally.
Lower Cost-to-Serve
Use nearshore, offshore, or blended delivery based on the work, the customer, and the service requirements.
Consistent Quality Across Channels and Locations
Dedicated QA, management, reporting, and clear service standards help keep the customer experience the same whether the conversation happens by phone, chat, email, or social.
Better Visibility Into Every Interaction
AI-assisted QA can review 100% of supported interactions, so managers see service gaps, compliance issues, and coaching needs earlier instead of waiting on a small sample.
OMNICHANNEL SUPPORT
One Customer Experience Across Every Channel
Customer support often involves more than answering a question. A warranty request may require a product lookup, troubleshooting, a replacement, or coordination with a service technician. Customers need someone to follow through, even when the conversation moves between phone, email, and chat. We build support around those needs and the channels your customers use.
Voice Support
Give customers direct access to trained agents for service questions, complex issues, and conversations where human support matters.
Live Chat
Handle real-time questions without making customers leave the digital experience or wait for an email response.
Email Support
Manage customer questions, follow-up, and service requests with clear ownership and consistent response standards.
Social & Messaging
Support customers on the channels they already use while keeping those interactions connected to the broader customer service operation.
SERVICE DELIVERY OPTIONS
Find the Right Fit for Your Customer Support Operation
Some clients need a few people who can handle several types of customer requests. Others need a dedicated team or a fully managed service. We build around the work, skills, and coverage you need, with the flexibility to add people, services, or AI as those needs change.
CX Support Hiring
We help you find the right people. You manage them.
Source and screen voice, chat, email, multilingual, and specialized customer support talent through our global recruiting network.
Managed Customer Support Teams
Dedicated people with management and support around them.
Your team works inside your systems and processes while The Functionary handles recruiting, HR, payroll, QA, training, and operational support.
Customer Support as a Service
You define the service. We take responsibility for delivery.
Hand off defined work such as warranty support, customer research, returns, replacements, technician coordination, or ongoing customer service. We manage delivery with agreed service levels, QA, and reporting.
Work Inside the Tools You Already Use
Our teams support client environments including Zendesk, Salesforce, HubSpot, Microsoft Dynamics, Freshservice, NICE, Genesys, Five9, RingCentral, and other client-specific platforms.
Before the team goes live, we align workflows, knowledge, service standards, escalation paths, QA criteria, reporting, and access requirements. That structure gives agents clear guidance and gives your team visibility into performance, recurring issues, and where customers are getting stuck.
RIGHTCX AI-ASSISTED OPERATIONS
The Right Mix of People and AI
AI can take on routine interactions, help agents while they work, and give managers visibility into every customer conversation. The right mix depends on the customer, the issue, and how much automation makes sense for your operation. We use AI where it improves speed and consistency and keep people involved where judgment and customer context matter.
RightCX
Our in-house RightCX platform adds AI directly into customer support delivery. It works inside your knowledge base, customer data, processes, and QA standards rather than adding another system for agents to manage.
Live Agent Assist
Surface knowledge, suggested responses, and customer context in real time so agents can resolve issues faster and more consistently.
Automated QA
Review 100% of supported interactions against your QA criteria and flag service gaps, compliance issues, and coaching opportunities earlier.
AI Agent
Answer appropriate customer questions using your knowledge base, with a clear path to a person when an issue needs human judgment.
GLOBAL SUPPORT
The Right Global Delivery Mix
Choose nearshore, offshore, or blended delivery based on customer needs, hours, languages, collaboration requirements, and cost.
Nearshore
Strong U.S. time-zone alignment for operations that need close collaboration and customer interaction.
Offshore
Access larger talent pools, extended hours, and cost-efficient global coverage.
Blended
Combine regions to support 24/7 operations, multilingual demand, geographic redundancy, and changing customer volume.
Case Study
Scaling Customer Support Without Losing Quality
New Leaf needed to expand its appliance warranty support operations while keeping service quality consistent. Customer requests often involve warranty registrations, product lookups, research, and follow-up that can require coordination across several steps. As the business grew, New Leaf needed more people to handle that work without adding more strain to its internal teams.
The Functionary built an embedded customer service team in Mexico and El Salvador, supported by dedicated leadership and QA, that works alongside New Leaf’s own team in Texas. The team operates inside New Leaf’s management structure and follows the same service expectations as internal employees.
The addition of dedicated QA helped close a quality gap that had previously put outsourced teams 10 to 15 points behind internal operations. Today, quality scores are around 92%, while agent utilization increased from roughly 80% to 85% over a three-month period.
65+
Embedded customer service team members
~92%
Quality scores
85%
Agent utilization
FAQs
Frequently Asked Questions
