Spokesafe × SupportZebra CX Proposal

Spokesafe × SupportZebra CX Proposal
Dedicated 24/7 Support to Match the Speed of Urban Mobility
What We Heard From You
Daily volume: ~25 in-app chats + 20 emails.
CX must be 24/7, fast, and reliable → transport customers can't wait.
UK team cannot sustain coverage with overseas expansion.
Solution must be cost-effective now, but able to scale with growth.
Decision by end of August, target immediate go-live.
Our Proposal
SupportZebra will provide 24/7 dedicated CX coverage for Spokesafe customers via Intercom (chat) and email.
Two staffing models available:
7–9 FTEs → lean coverage with limited redundancy.
1.15 FTEs → robust coverage with full agent backup and supervisor presence.
2.
Dedicated Training
All agents trained exclusively on Spokesafe processes.
Quality Assurance
Supervisor oversight ensures SLA compliance and coaching.
Security
PCI-DSS & SOC 2 certified → enterprise-grade assurance.
Why Not Fully Shared Staffing?
A fully shared team would spread agents across multiple clients, lowering cost.
However, this risks:
Slower response times during peak moments.
Agents lacking deep familiarity with Spokesafe-specific workflows.
Reduced accountability (shared priorities).
👉 To balance quality + cost-efficiency, SupportZebra structures Spokesafe's support as dedicated coverage with some shared scheduling efficiencies. This ensures your riders always get fast, consistent responses while keeping costs practical.
Staffing Models Side by Side
Shift Coverage Visuals
Lean Model (7–9 FTEs)
🟢 06:00–15:00 → 2 agents + weekday supervisor
🟠 14:00–23:00 → 2 agents + weekday supervisor
🔵 22:00–07:00 → 2 agents + weekday supervisor
Robust Model (15 FTEs)
🟢 06:00–15:00 → 4 agents + supervisor (Mon–Fri)
🟠 14:00–23:00 → 4 agents + supervisor (Mon–Fri)
🔵 22:00–07:00 → 4 agents + supervisor (Mon–Fri)
Detailed Schedules
Lean Coverage (7–9 FTEs)
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Robust Coverage (15 FTEs)
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Recommendation
We recommend starting at 7–9 FTEs immediately, covering today's volumes while ensuring 24/7 coverage. Once Spokesafe closes Canada/US contracts and volumes rise, we advise expanding to 15 FTEs for full redundancy and supervisor presence.
Pricing
$12
Hourly Rate
Discounted from $13 USD/hr for Spokesafe
$500
Setup Fee per FTE
Covers training, onboarding, integrations
Why SupportZebra
Experience
14+ years of global CX delivery across transport, SaaS, and services
Technology
Familiar with Intercom (chat + help desk)
Speed
Fast response expertise (AG1 live chat → 7-second average first response)
Security
Compliance: PCI-DSS & SOC 2 Type 2 certified
Scalability
Scalable structure: start lean, expand seamlessly with growth
Next Steps

Review staffing models and confirm preferred track.
1.Follow-up call on Aug 28th at 3 PM UK.
2.Finalize agreement → Onboarding & training.
3.Go-Live in September to deliver round-the-clock coverage for your riders.
4.