Proven Product Support Performance
82%
of clients rate satisfaction 9–10
100%
Interaction review available with AI-assisted QA
20+
Languages supported globally
98%
Client retention
“The Functionary has been the perfect match of customer service, technical strength, and flexibility the ENTOUCH team needs to keep up with our rapid growth.”
John Bailey
SVP, Operations, ENTOUCH
Outcome-Based Solutions
Typical Customer Outcomes
Product support gets harder to scale as your customer base, product line, and service expectations grow. We help companies add support capacity, resolve more issues before they reach engineering, and create a clearer path from the first customer question through final resolution.
Faster Resolution
Give customers trained L1 and L2 support that can troubleshoot common issues, follow documented workflows, and move cases forward quickly.
Less Work for Engineering
Create clearer L1, L2, and engineering boundaries so product and engineering teams are pulled in when their expertise is really needed.
More Coverage
Add business-hour, after-hours, multilingual, or 24/7 support as your customers expand across markets and time zones.
Clear Case Ownership
Keep issues moving across support, engineering, vendors, and field teams with clear escalation paths and ownership through resolution.
What we do
Product Support That Fits Your Operating Model
Some clients need a few people who can troubleshoot several types of product issues. Others need a dedicated team or a fully managed service. We build around the work, technical skills, and coverage you need, with the flexibility to add people, services, or AI as those needs change.
Technical Support Hiring
We help you find the right people. You manage them.
Source and screen L1, L2, multilingual, ServiceNow, and specialized support talent through our global recruiting network.
Managed Product 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.
Product Support as a Service
You define the service. We take responsibility for delivery.
Hand off onboarding, troubleshooting, product queues, escalation management, release support, vendor coordination, field support, or other defined work with agreed service levels, QA, and reporting.
Built Around Your Product and Processes
Our teams work inside the platforms, workflows, and knowledge systems you already use. Before launch, we align product documentation, troubleshooting guides, case ownership, engineering handoffs, escalation rules, QA criteria, and reporting.
That structure gives agents clear guidance while giving your team visibility into performance, recurring issues, and where customers are getting stuck.
RIGHTCX AI-ASSISTED OPERATIONS
AI-Assisted Product Support
AI works best when it helps support teams perform better, not when it adds another system to manage. We use AI alongside trained support teams to improve access to product knowledge, increase QA visibility, and automate appropriate repeatable work.
RightCX: Our in-house RightCX platform can add AI directly into product support delivery.
Live Agent Assist
Real-Time Agent Support
Surface product knowledge, troubleshooting steps, and customer context while agents work.
Automated QA
Score 100% of Interactions
Review 100% of supported interactions against your QA criteria, helping identify performance gaps, recurring product issues, and coaching opportunities.
AI Agent
Automate What Makes Sense
Handle appropriate routine product questions and requests, with a clear path to a support agent when the issue needs deeper troubleshooting or judgment.
GLOBAL SUPPORT
Flexible Global Delivery
The right delivery model depends on the work. We can use nearshore, offshore, or blended teams based on collaboration needs, support hours, technical skills, languages, and cost requirements.
Nearshore
Strong U.S. time-zone alignment for teams that work closely with customer success, product, engineering, or field operations.
Offshore
Access larger technical talent pools, extended hours, and cost-efficient global support.
Blended
Combine regions when you need 24/7 coverage, specialized skills, geographic redundancy, or more flexibility as demand changes.
WHO WE SERVE
Built for Software, SaaS, and Hardware Companies
Product support can span much more than answering tickets. Customers may need help getting started, troubleshooting an issue, working through a configuration problem, or coordinating the next step when the problem cannot be solved remotely.
The Functionary can support:
Case Study
Technical Support from Ticket to Field Resolution
Amazon needed more than a team answering technical tickets. Once an issue was assigned, someone needed to keep it moving through parts, vendors, technician scheduling, stakeholder updates, and final resolution.
The Functionary built a support team around Amazon’s existing technical operations process. The team manages the issue from the initial ticket through field resolution, including parts tracking, vendor coordination, technician scheduling, service updates, and escalation. Today, the team handles approximately 500 tickets per day and coordinates more than 1,400 field dispatches per month.
500
Tickets handled per day
1,400+
Field dispatches coordinated per month
Resources
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