Direct conversation / ocean and chalk

A help desk software proposal for a support team working from shared inboxes. It covers today’s volumes and reply times with their sources, the recommendation by channel, the business case with its working, a five-week switch, the vendor team, a similar customer’s results and three per-agent plans.

Customer Support Software Sales Proposal

<h1 style="font-family:Barlow Condensed;font-weight:800;line-height:1;text-align:left;color:#F7FAF4"><span style="font-size:clamp(42px,10cqw,120px)">Customer<br>support</span></h1>

<p style="font-family:Inter;color:#F7FAF4;text-align:left;font-size:18px;line-height:1.5">Proposal for {{CLIENT_COMPANY}}<br>by {{SELLER_COMPANY}}</p>

Overview

<h2 style="font-family:var(--proposal-font-heading);line-height:1.16;font-weight:600"><span style="font-size:clamp(28px,4.6cqw,52px)">Thank you for showing us your inboxes</span></h2><p style="font-size:clamp(20px,2.1cqw,23px);line-height:1.5">You want every customer answered within a working day, and a clear view of what your 38 agents are working on.</p>

<p>Hello {{CLIENT_NAME}},</p>
<p>Your team answers about 14,000 conversations a month across two shared Gmail inboxes, live chat on your website and a phone line. Agents copy order numbers between four tabs, two people sometimes answer the same email, and nobody can say how long customers wait until a team lead counts by hand.</p>
<p>Our help desk puts email, chat and phone in one queue, shows each agent the customer’s orders next to the conversation, and suggests answers from your help articles. Below is what we recommend, how we worked out the time it saves, and how we would move you across in five weeks.</p>
<p><strong>{{SELLER_NAME}}</strong><br>Account executive, {{SELLER_COMPANY}}</p>

Introduction

<h2 style="font-family:var(--proposal-font-heading);line-height:1.16;font-weight:600"><span style="font-size:clamp(28px,4.6cqw,52px)">Where support stands today</span></h2><p style="font-size:clamp(20px,2.1cqw,23px);line-height:1.5">From your exports, a sample of 500 emails and a morning with your team leads.</p>

Where support stands

<h2 style="font-family:var(--proposal-font-accent);font-weight:500;line-height:1.14"><span style="font-size:clamp(30px,4.2cqw,52px)">We recommend the Growth plan for all 38 agents, with email, chat and phone in one queue from day one.</span></h2><p style="font-size:clamp(20px,2.1cqw,23px);line-height:1.5">Growth adds automatic routing and suggested answers, which is where most of the time saving comes from.</p>

<p>Both inboxes feed one queue. Each email is routed to the right team by topic and language, and no two agents can open the same one.</p><ul><li>Routing rules for returns, orders and wholesale</li><li>Collision warnings</li><li>Replies sent from your current addresses</li></ul>

Email

<p>Your website chat moves into the same queue. When no agent is online, the customer leaves a message that becomes an email ticket.</p><ul><li>Chat widget restyled in your colours</li><li>Opening hours and away messages</li><li>Chat history on the customer record</li></ul>

Chat

<p>Your phone line connects to the help desk, so each call becomes a ticket with the recording and the agent’s notes. Your current numbers stay the same.</p>

Phone

<p>Your 120 help articles move to a help centre on your domain. The help desk suggests the right article to agents as they type, and to customers before they write in.</p>

Help centre

<p>First reply time, resolution time and satisfaction by team and agent, updated live. Team leads get a daily email of anything waiting more than four hours.</p>

Reporting

<p><strong>Not included:</strong> changes to your Shopify store beyond installing our app, writing new help articles, and phone call charges, which stay with your current phone provider.</p>

Our recommendation

<h2 style="font-family:var(--proposal-font-heading);line-height:1.16;font-weight:600"><span style="font-size:clamp(28px,4.6cqw,52px)">How we worked out the saving</span></h2><p style="font-size:clamp(20px,2.1cqw,23px);line-height:1.5">Each figure uses your numbers. Change any of them and the result changes with it.</p>

The business case

<h2 style="font-family:var(--proposal-font-heading);line-height:1.16;font-weight:600"><span style="font-size:clamp(28px,4.6cqw,52px)">Five weeks to switch</span></h2><p style="font-size:clamp(20px,2.1cqw,23px);line-height:1.5">Work starts on {{START_DATE}}. Customers keep writing to the same addresses throughout.</p>

<p>Queues, routing rules, Shopify app, chat widget and two years of email history imported.</p>

Set up

<p>Eight agents work live email in the help desk while the rest stay in Gmail.</p>

Pilot

<p>All agents move across, with chat and phone. Gmail forwards everything to the help desk.</p>

Everyone

<p>We review first reply time and satisfaction with your team leads.</p>

Review

Five weeks

<p><strong style="font-size:1.15em">{{SELLER_NAME}}</strong><br>Account executive, {{SELLER_COMPANY}}</p>
<p>Your contact before and after you sign. During the switch you also work with an onboarding manager, who sets up your queues and runs the pilot, and a support engineer for the Shopify app and phone line. After week five, a customer success manager reviews your numbers with you every quarter.</p>
<p>Customer data is stored in our EU region, encrypted at rest, and covered by our SOC 2 Type II report and a data processing agreement.</p>

Your team at our end

<h2 style="font-family:var(--proposal-font-heading);line-height:1.16;font-weight:600"><span style="font-size:clamp(28px,4.6cqw,52px)">Results for a similar client</span></h2><p style="font-size:clamp(20px,2.1cqw,23px);line-height:1.5">An online homeware retailer with 30 agents, four months after switching.</p>

Results for a similar client

<h2 style="font-family:var(--proposal-font-heading);line-height:1.16;font-weight:600"><span style="font-size:clamp(28px,4.6cqw,52px)">Plans and fees</span></h2><p style="font-size:clamp(20px,2.1cqw,23px);line-height:1.5">Prices are for 38 agents. We recommend Growth.</p>

$49 per agent a month. Email and chat in one queue. Yearly billing saves $3,352.

Team

$79 per agent a month. The plan in this proposal. Yearly billing saves $5,404.

Growth

$115 per agent a month. For several brands and stricter controls. Yearly billing saves $7,866.

Enterprise

<p>Fees are in USD and exclude tax. Onboarding and two years of email history are included in every plan. This proposal is valid until {{VALID_UNTIL}}.</p>

Plans and fees

<h2 style="font-family:var(--proposal-font-heading);line-height:1.16;font-weight:600"><span style="font-size:clamp(28px,4.6cqw,52px)">Common questions</span></h2>

Questions

<h2 style="font-family:var(--proposal-font-heading);line-height:1.16;font-weight:600"><span style="font-size:clamp(28px,4.6cqw,52px)">Next steps</span></h2><p style="font-size:clamp(20px,2.1cqw,23px);line-height:1.5">How we start.</p>

Customer Support Software Sales Proposal - Preview