You handle growth. We handle support. Dedicated agents for chat, calls, Telegram and WhatsApp. Trained, vetted, one fixed monthly price. No hourly surprises.
Not a pool. Not a queue of whoever's free. You get a dedicated agent on a fixed shift, trained on your policy and working only on your account.
Every desk works in English, with a second language on request.
Trained by us on your policy, managed day to day by us, working only on your account. If the service isn't right, we fix it or replace them, at our cost.
Most support tickets don't matter much. A handful do: the money is stuck, the account is frozen, or the person on the other end is upset enough to leave, post about it, or file a complaint. Those are the ones we write protocols for and train against, because they're the ones you're least likely to be staffed for at 2am on a Sunday.
Where a wrong answer costs you a player, or a licence condition.
Where the customer is anxious about money and needs calm, exact answers.
Where speed and tone decide between a refund, a repeat order, or a bad review.
The three above are where we've gone deepest, but the structure is identical everywhere: find the handful of conversations that carry real risk, write the protocol, train to it, log every one. Tell us your two or three sensitive moments and we'll show you the protocol we'd build for them.
You tell us the hours you need covered, in your time zone, not ours. We handle the rest, and you keep visibility the whole way through.
Your CRM, your chat platform, your Telegram and WhatsApp setup, or ours if you don't have one. Either way, your customer data stays where you want it.
Your escalation rules, your tone, your compliance requirements, layered onto our standard training before anyone touches a live conversation.
Day, night, weekend or full 24/7 split across shifts. One fixed monthly price per agent, however the hours are arranged.
Weekly reporting on response time, resolution and quality, so you always know what's being handled without managing anyone yourself.
Where your data sits. What happens when a device goes missing. How fast access ends when we part ways. These aren't questions we improvise on a call. They're documented, and they're below.
Access is scoped before an agent ever logs in, not tightened afterwards once something has gone wrong.
Emails, phone numbers and account fields are hidden unless the role genuinely requires them. Configured once, per client, at onboarding.
Every agent works inside a monitored virtual desktop behind 2FA. No local downloads, no personal device access to your systems.
Self-exclusion, fraud flags and compliance triggers follow a documented sequence every time, logged and escalated the same day.
Your price is set before the month starts and doesn't move, whether it's a quiet Tuesday or your busiest weekend of the year. A busier month doesn't produce a bigger invoice, which is the exact opposite of how hourly support billing works.
"I've sat on the other side of this chat window: VIP relations, player psychology, the 3am escalation nobody wants. What I can promise you is this: the person answering your customers knows your policy, and I know their name."Founder, Real Agent Live · Malta
No 45-minute discovery call to sit through. Fill this in and you'll have a fixed monthly number back within one business day.
If it's not a fit, we'll say so in the same reply and point you somewhere better. Prefer email? hello@realagentlive.com