The platform, plus the people to run it.
Our team runs your support queue and your community on Fren One, up to 24/7. You get AI-powered tooling and experienced operators, without building the function yourself.
Support, community, or both
One team covers both tracks on the Fren One platform, up to 24/7.
Customer service and technical support, run for you
Tickets, knowledge base and reporting on Fren One
Ticket handling
First response and resolution on everyday customer and technical questions, in your tone of voice.
Escalation playbooks
Clear steps for what goes to engineering, billing or trust and safety, and how fast.
Quality assurance
Weekly ticket reviews scored against your standards, with coaching for each agent.
Knowledge base maintenance
New articles for recurring questions, and old ones updated when your product changes.
Weekly reporting
Volumes, response times, top themes and open risks, reviewed by our team.
Your channels, moderated and answered
Works on Discord, Telegram, X, Slack & more
Trust and safety
Spam, raids, impersonation and conflict handled by the agent first, then by people when judgment matters.
Member questions
Answers in channel, with anything that needs a ticket opened in the same queue.
Launch and event coverage
Extra people for product launches, AMAs, announcements and outages.
AI agent supervision
We tune what the Fren One agent does and review its actions, so automation stays on brand.
Weekly ops reports
Community health, incidents, sentiment and member trends, reviewed by our team.
From onboarding to ongoing ops
Three phases (setup, operations, and reporting) designed so you stay in control without getting into the weeds.
01White-glove onboarding
We spend the first week learning your product, community and common questions. We set up Fren One to match: ticketing, knowledge base, moderation rules and reports. Then we brief the team before going live.
02Platform + human operations
The Fren One agent handles volume like spam, repeat questions and reports. Our team covers the judgment calls: tickets, escalations, conflict and member relationships.
03Ongoing supervision and reporting
You receive a weekly operations report prepared and reviewed by our team, plus full visibility into everything we do. Escalations come to you only when a human decision is required.
Which is right for you?
Both options run on the same Fren One platform. The difference is who operates it.
Support tickets
Platform only
Your team works the queue
With managed services
Our team answers customers and escalates the rest
Knowledge base
Platform only
Your team writes and updates it
With managed services
We keep it current from real tickets
Moderation volume
Platform only
Agent handles the volume; your team reviews
With managed services
Agent handles + human review of edge cases
Event coverage
Platform only
Rules and automations scale automatically
With managed services
Extra staffing for launches, AMAs, and surges
Reporting
Platform only
AI Workspace reports on demand
With managed services
Weekly ops report reviewed and annotated by our team
Ideal for
Platform only
Teams who want powerful tools and self-serve ops
With managed services
Lean in-house teams, launches, and high-stakes communities
Keep your support platform. We'll work with it.
We won't force you off tools you're already invested in. Fren One can extend your support platform to your community channels, and our team will work inside it, from answering tickets to routing, macros and knowledge base work. Scoped per engagement.
Connectors
Email, chat, Slack and your community channels connected, so requests land in one queue with the right context.
Triggers and routing
Rules that tag, prioritize and assign tickets, so the right person sees each one first.
Knowledge base buildout
Help center articles for customers and internal procedures for agents, written from your real tickets.
AI agent policies and testing
We decide with you what your AI agent may answer, then test it against past tickets before it goes live.
SLA design
Response and resolution targets by customer tier and priority, with alerts before a target is missed.
Macro library
Consistent saved replies with a house style, audited for usage and kept current as your product changes.
Is it right for your team?
Your in-house team is small and support or community isn't their core job.
You need customer service and technical support coverage without hiring and training a team.
You're launching a product or running an event and expect a spike.
You need coverage across time zones, up to 24/7, without a full-time hire.
You're launching a community and need it to run well from day one.
Compliance or trust standards require a documented ops layer.
Early-stage?
Fren One for Startups
Seed to Series B and under 50 people? The startups program pairs the Fren One platform with real people to run it, at 50% off your first 6 months.
Start with a conversation
Every engagement starts with a scoping call about your stack, volume and coverage. Pricing is scoped per engagement.