Managed Operations
Resolve customer issues without scaling your support team.
Uproc operates the complete support workflow - ticket capture, triage, response drafting, escalation and resolution - so your team only handles what truly needs their attention.
Support queries pile up and resolution depends on who is available.
Customer issues arrive across email, web widgets, chat and social channels with no consistent triage. Some tickets get answered quickly while others sit unresolved. Escalation is ad hoc and there is no visibility on what is open or what is overdue.
Tickets scattered across email, widgets, chat and social channels
No consistent triage or prioritisation
Response quality depends on individual knowledge
Escalations handled ad hoc without clear routing
No visibility on open tickets or SLA compliance
Customer satisfaction suffers as wait times grow
How work arrives
- Email - customer emails to a dedicated support inbox are captured automatically
- Web widgets - live chat and contact forms from your website
- Campaign feedback - replies and feedback from email campaigns
- Social media - mentions and direct messages aggregated into tickets
- API / Webhooks - integrations with your existing support tools
The workflow
- 1 Capture Collect support requests from all channels into a single queue
- 2 Classify Auto-detect issue type, priority and customer tier
- 3 Draft response Generate a response draft based on your knowledge base and past resolutions
- 4 Review Your team reviews and approves or edits the draft before sending
- 5 Escalate Complex issues are routed to the right specialist with full context
- 6 Resolve Close tickets with recorded solutions and update the knowledge base
What Uproc operates
Uproc runs the complete support lifecycle. Your team reviews and handles escalations.
- Configures intake rules, classification models and response templates per issue type
- Maintains the knowledge base and updates it from resolved cases
- Manages escalation paths and specialist routing
- Monitors ticket volumes, response times and resolution rates
- Handles re-opened tickets and follow-ups automatically
- Provides full audit trail for every interaction and resolution
Before / After
Before
- Customer emails support with an issue
- Someone manually reads and categorises the email
- Reply drafted from memory or scattered notes
- Escalation sent to a colleague via Slack or chat
- No record of what was resolved or why
- No visibility on backlog or average wait time
After
- Email auto-captured from inbox into the ticket queue
- Auto-classified as billing, technical or general support
- Response draft generated with relevant context and past solutions
- Team reviews, approves and sends with one click
- Resolved tickets archived with full context and solution
- Live dashboard shows volumes, wait times and team performance
What you receive
Resolved customer tickets with full conversation history, escalation records and an updated knowledge base - delivered through your preferred channels.
- Ticket responses sent through the original channel
- Escalated cases with full context delivered to the right specialist
- Resolved tickets with recorded solutions and satisfaction feedback
- Updated knowledge base articles from recurring resolutions
- Live dashboard with ticket volumes, response times and resolution rates
- Weekly and monthly support operation reports
Exceptions and human oversight
Not every ticket can be resolved automatically. Uproc flags ambiguous cases, sensitive issues and anything requiring a human decision. These go into a review queue where your team can add context, adjust the response or escalate.
- Ambiguous issues - flagged for human review with suggested classification
- Sensitive or high-value customers - escalated immediately
- Responses that don't match your tone or brand - returned for correction
- Technical issues beyond standard scope - routed to specialists
- Complete audit trail for every escalation and resolution
Reporting and visibility
Every support interaction is visible through a dashboard Uproc builds and maintains. Your team can track volumes, response times, resolution rates and customer satisfaction.
- Live ticket intake volume by source and type
- Average response time and time to resolution
- Resolution rate and first-contact resolution percentage
- Escalation breakdown and specialist performance
- Customer satisfaction scores where available
- Weekly and monthly support operation reports
Integrations
- Email (Gmail, Outlook, custom IMAP/SMTP)
- Web widgets (custom or third-party chat widgets)
- CRM (HubSpot, Salesforce, Pipedrive)
- Knowledge base (Confluence, Notion, custom)
- Social media (Twitter, Facebook, LinkedIn)
- Custom APIs via Uproc's API
Pricing and availability
- Managed monthly plan: priced on agreed capacity and scope, not per item.
- Volume is absorbed within the operating plan; capacity is set with you during discovery.
- Third-party and messaging costs billed at cost.
- Available direct or white-label.
Rollout
Discovery
Map your support channels, current processes and knowledge base.
Configure
Set up classification rules, response templates and escalation paths.
Pilot
Run with real tickets from one channel (email or web widget).
Expand
Add more channels, knowledge base articles and support tiers.
Managed Support Operations
Uproc operates the complete support workflow - ticket capture, triage, response drafting, escalation and resolution - so your team only handles what truly needs their attention.