CX & support

Customer Experience

For most customers, support is the only conversation they ever have with your brand. This is the team that carries it — across channels, across languages, and against the standards you choose to set.

Voice · chat · email · messaging
Multilingual teams
Measured against your SLAs

The work

The support operation behind your brand

The deepest capability in the business, because it is the one we started as.

Canaan began as a CX specialist, and it is still the deepest capability in the business — day-to-day support across every channel, and the process work that stops the same contact arriving twice.

Our approach

Run to your SLAs — improved, not just staffed

The contacts set the model — not the other way round.

We start with the contacts themselves — what customers actually say, on which channels, and which never needed a human at all. That reading sets the staffing and channel model, and QA and coaching keep quality visible rather than assumed.

What's included

Every channel, one operation

The work

Voice, email, live chat and messaging support
WhatsApp Business and social channel handling
Multilingual coverage across ASEAN and CIS markets
Tiered escalation and specialist queues
Business process improvement and deflection design
Quality assurance and coaching programmes

What you receive

Channel and staffing model
SLA framework with agreed measurement basis
QA scorecard and coaching cadence
Monthly performance reporting

How it runs

From first contact to resolved

One operating model, one stage at a time — from first contact to a logged, reportable outcome.

01

Contact arrives

Voice, chat, email or messaging — all into one queue with context attached.
02

Routed

Sorted by intent, tier and language to the agent who can resolve it.
03

Handled or deflected

A person resolves it, or automation does when it safely can.
04

Measured

QA sampling, SLA tracking and coaching keep quality visible.