Outsourced support teams
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Answering ServiceAI Answering ServiceAfter-Hours & 24/7Bilingual (EN·ES)For Small BusinessFor Law Firms All Services See Pricingshipping & freight
Shipping questions become expensive when a customer cannot tell what happened next. A support team should identify the shipment, explain the current status, and send exceptions to the people who can act.
how it plays out
Start with the shipment reference and make the operations owner visible before the customer needs to contact the team again.
Routine tracking question
Request requiring policy or carrier review
Delivery exception needing ownership
Evidence-sensitive claim intake
the team behind it
real members of the global team Shipping Support Specialists
65+ Languages
Follow-the-Sun Coverage
the part nobody prices in
A tracking answer is useful only when it tells the customer what happens next. For exceptions, claims and schedule changes, the support team should preserve the shipment context and route the request to the person who can act.
Use shipment support for routine questions, live agents for exceptions and a managed team when multiple queues, languages or service windows need one operating rhythm.
who takes which call
Most vendors sell you either an AI receptionist or a live answering service and leave the allocation to you. Since we run both, here is the split we would actually recommend — including the calls we think should never touch automation.
| The call | Route to | Cost of getting it wrong |
|---|---|---|
| Tracking question with a valid reference | AI or live agent | Lower when the status source is approved. |
| Delay, hold or schedule request | Live agent | Higher: the case needs an operations owner. |
| Loss, damage or claim evidence | Operations team | Highest: the policy owner decides. |
what it costs
Most vendors in this category quote by form. These are our published packages — not a quote, since language mix, hours and volume all move the number. The per-minute figures are simply the monthly price divided by the included minutes.
| Option | Published price | Per minute | What it's for |
|---|---|---|---|
| Live shared team | from US$650 / month | includes 1,500 min → ≈ US$0.43/min | Multilingual support around shipping windows |
| AI voice | US$0.15 | per minute | Tracking and delivery-status questions |
| Web chat | US$0.15 | per session | A live team for delivery exceptions and claims |
| Dedicated agent | from US$5.80 | per hour, per agent | Managed support for freight and delivery queues |
Anything involving a person is a starting price. Two things move it: which languages you need, and how senior an agent the work actually requires — a bilingual agent handling refund authority is not the same hire as one taking bookings. AI voice and web chat are flat, because there is no hiring in them. And every model above is open to every business on this page: which one fits is a question about the shape of your volume, not about your industry.
Minimum engagement is half a seat — not a five-seat block. We also bill per resolved issue, from US$1, where you pay nothing if it is not resolved; that model fits businesses where a customer problem actually gets solved on the call, not businesses where the call is intake.
setup
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
your existing software
We work inside the CRM, practice system or case tool you already run, rather than handing you a second inbox to check. Every contact leaves a timestamped record — who called, what was asked, what was said back, what was promised — because in your line of work the question six months later is not "did someone call" but "what exactly did we tell them". Tell us what you run and we will say straight whether we connect to it today.
what comes off the call
The first handoff should contain the operational facts, not just a ticket subject.
where AI should not be
Do not invent a delivery time
If the approved source does not provide one, explain the known status and route the request.
Do not approve a claim or change a shipment
Collect the details and send them to the carrier or operations owner.
when we're the wrong choice
questions
AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.
That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.
It can cover tracking questions, delivery exceptions, schedule requests, claims intake and multilingual support, with routing to the shipping operation that owns each decision.
It can capture the shipment context and evidence, explain the approved next step and route the case. The designated operations or carrier owner should decide liability or payment.
Capture the shipment reference, requested change and authorization context, then route it according to the client’s carrier and policy workflow.
Yes, when the project defines its language coverage, time zones, queues and escalation windows.
start
Share the tracking, delivery and claim workflows your operations team needs supported.