Airsenseinc

We build, train & manage remote customer support and operations teams across Africa, helping global companies scale with reliable people & processes.

[Airsenseinc @Airsenseinc]

Support metrics tell you there’s a problem, not always what it is.

FRT: response speed
Resolution: time to solve
Backlog: workload
Reopen: resolution quality
CSAT: customer perception
SLA: service delivery
Contact rate: product friction
Use metrics to decide what to fix next.

[Airsenseinc @Airsenseinc]

→ Define clear response & resolution times
→ Set P1–P4 priorities and escalation rules
→ Standardize customer communication
→ Track SLA performance with a monthly scorecard
→ Document support before growth creates chaos.

#CustomerSupport #BusinessOperations #SaaS #Founders

[Airsenseinc @Airsenseinc]

What’s your biggest customer support pain right now?

A. Slow replies
B. Inconsistent quality
C. Hiring & attrition
D. No after-hours coverage

Different problems need different solutions. What’s yours?

#CustomerSupport #CustomerExperience #BusinessOperations #Outsourcing

[Airsenseinc @Airsenseinc]

A support handover isn't just transferring tasks. It's transferring judgment.

Before handing over your support team, check:

1. Access

2. Knowledge base

3. Tone guide

4. Escalation rules

5. QA baseline

6. Reporting

If they can't run it tomorrow, you're not ready.

#BPO

[Airsenseinc @Airsenseinc]

BPO pricing isn’t just “per agent.” It’s driven by 5 variables: volume, complexity, channel mix, tooling, and staffing model. If a provider gives you one number without explaining these, you’re not evaluating cost. You’re evaluating a guess.
#Outsourcing #BPO #FounderTips

[Airsenseinc @Airsenseinc]

What if we stopped viewing African talent through the lens of cost and started looking at capability? Skilled teams can bring expertise, diversity, and scale across markets. The question isn’t what you save, but what they can help you achieve.
#AfricanTalent #CustomerExperience

[Airsenseinc @Airsenseinc]

If you're a founder answering every support message, you may be solving the wrong problem.

Your job is to grow the business. Build a support operation that takes care of customers without depending on you.

#CustomerSupport #AirsenseOutsourcing #CustomerExperirnce #RemoteTeams

[Airsenseinc @Airsenseinc]

Your first support hire costs more than the salary on the offer letter.

Think recruitment, onboarding, training, tools, management time, benefits, and the cost of getting it wrong.

Before you hire, calculate the true cost of support.

#CustomerSupport #CustomerExperience

[Airsenseinc @Airsenseinc]

Fast replies mean little if customers still get transferred, repeat themselves, or wait for solutions.

Measure what matters:
✅ First Contact Resolution
✅ Escalation Rate
✅ CSAT After Resolution
Don’t just respond faster. Resolve better.

#CustomerSupport #CustomerExperience

[Airsenseinc @Airsenseinc]

Fast replies don't always mean great support.

A customer can get a response in 30 seconds and still leave frustrated. Why? Speed doesn't fix a broken promise. Customers want clear answers, ownership, and resolution, not just a quick “sorry.”

#CustomerExperience #CustomerSupport

[Airsenseinc @Airsenseinc]

Growth can expose what hiring can't fix.

More customers → more hiring → more chaos.

Before you add people, ask:
• Who owns what?
• Where are the SOPs?
• How do escalations work?
• Is the handover clear?

Don't scale chaos. Build the system first.

#BusinessOperations

[Airsenseinc @Airsenseinc]

When should you outsource customer support?

Not just because tickets increased.

Ask:
• Is support hard to manage?
• Are processes unclear?
• Are customers facing delays?
If yes, you may have an operations problem, not a staffing problem.
Don't outsource chaos. Fix the system

[Airsenseinc @Airsenseinc]

A customer shouldn't have to repeat their story because your teams can't hand off context.

• Every broken handoff creates friction
• Every repeated explanation reduces trust
• Every unnecessary escalation costs time
Fix the process, not just the headcount.
#CustomerExperience

[Airsenseinc @Airsenseinc]

Happy new month! Welcome to September.

A fresh month to serve sharper, scale smarter, and grow stronger. Here's to seamless support, real people, and real growth ahead.

Let's make it count. 🎧

#AirsenseOutsourcing #CustomerExperience #CXaaS #SeptemberGoals

[Airsenseinc @Airsenseinc]

More essentials for staying safe on the move, plus how to keep someone in the loop while you explore.

Save this thread before your next trip ✈️

#TravelHacks #SafeTravels #DigitalNomad #TravelGuide

[Airsenseinc @Airsenseinc]

New city, new adventure. Don't ignore these 5 security rules. 🧵

A few simple habits can save your trip. Here's what to do before you even leave your hotel.

#TravelTips #TravelSafety #SoloTravel #TravelSmart