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:
  1. 7–9 FTEs → lean coverage with limited redundancy.
  1. 15 FTEs → robust coverage with full agent backup and supervisor presence.
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).
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

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