Compare approaches
ANSRZ vs. a BPO or overflow support agency
People and software solve different parts of the problem. An external team can work alongside a shared knowledge and support workspace.
All comparisons ↗Side by side
One question. Two ways to organize the answer.
“Where can I find the answer to this customer's question?”
An external team working through your agreed processes and tools.
Provide a consistent workspace for the people answering customers.
Open the conversation, read the related knowledge, review a draft and send the answer. Keep the work in the workspace.
The workflow, including the tradeoffs.
| Dimension | an overflow support agency | ANSRZ |
|---|---|---|
| Knowledge | An external team working through your agreed processes and tools. | Published articles, source documents and supported integrations in a support workspace. |
| Team workflow | Depends on the chosen tools and process. | Tickets, shared inbox, internal notes and assignment. |
| AI assistance | Depends on the product or implementation. | Ticket and email drafting and analysis under the applicable plan. |
| Human control | Define the review and sending process for the chosen workflow. | Agents review, edit and send support replies. |
| Customer experience | A separate or integrated customer surface, depending on the approach. | Knowledge, customer tickets and an AI assistant in the portal. |
| Maintenance | Your team or provider maintains the selected workflow. | Manage sources, review articles and follow workspace activity. |
Choose the other approach when
You need people to cover additional hours, languages or workload.
Choose ANSRZ when
You need a shared support workspace with knowledge review, agent replies and a customer portal, using the capabilities of your chosen plan.
Explore ANSRZ
See it work. Then bring your own knowledge.
Explore the demo workspace or talk to our team about the support workflow you need.