Customer Support

What goes wrong after launch, and how we handle it.

Support scenarios — what clients actually hit

1. Connectivity & sync

• Email account disconnected / drafts not appearing in their Mac Mail
• Calendar not syncing (meetings booked, then vanish)
• Social account auth expired (Sonny can't post)
• Website/blog publishing access revoked

2. Agent behavior

• Tone is off — too formal, too casual, doesn't sound like them
• Eva drafted a reply that should've been skipped (or skipped one that mattered)
• Penny's blog angle doesn't match their brand
• Stan sourced leads outside the ICP

3. Phone (Rachel)

• Calls routing to voicemail when they should transfer
• Rachel handling a call they wanted, or transferring one they didn't
• Client wants the dedicated number changed or call script tweaked

4. Workflow & outcomes

• Leads not landing in the right CRM/Odoo pipeline
• Stan's emails hitting spam
• Booking link broken or pointing to wrong calendar
• Agent promised a discount/refund beyond what the client allows

5. Administrative

• Adding/removing an agent, changing business hours, swapping languages
• Billing questions, plan changes, adding seats
• Client-side admin changes (new owner, new approver)

6. Emergencies

• Agent stopped responding entirely
• Something wrong went out (post, email, call) and needs pulling back fast

How we provide support

Tier 0 — Self-serve (always available)

Help center + short video walkthroughs for the top 10 issues (reconnect email, change voice, add agent, adjust hours). Most clients can fix a tone tweak themselves in 2 minutes.

Tier 1 — Eva triages (same day)

Support inbox runs through Eva: labels, answers common questions from the playbook, and escalates what needs a human. Client never waits to hear "we got it."

Tier 2 — Human (JV/team)

Anything Eva can't resolve: complex config, billing, angry-customer situations, workflow redesign. Owner is always in the loop on anything sensitive.

Tier 3 — Platform (Marblism)

Actual platform bugs (agent down, tool failure) get escalated to Marblism with full context so we don't ping-pong.

SLAs

Ongoing optimization

• First 2 weeks: daily 15-min client review — we tune agents as real traffic hits
• Monthly: review call — what's working, what needs adjusting, new content/voice updates
• Quarterly: health check — are the agents still aligned with where the business is going?