C2TALK · ENGLISH & FRENCH AGENTS

Technical support agents for your Canadian customers.

When a customer needs help, clear explanations and a patient agent can make the next step easier. C2Talk supports troubleshooting and ticket follow-up using your knowledge base, with a defined handoff when specialist expertise is needed.

Discuss your requirements 1-888-999-7029

THE RIGHT STARTING POINT

When this service fits

For businesses that need a consistent first point of contact for technical questions while keeping product expertise and advanced decisions with their own specialists. The support scope is agreed around your products and procedures.

What we can help you handle

Guided troubleshooting

Walk customers through approved checks and instructions, adapting the explanation to their level of familiarity.

Ticket documentation

Capture the symptoms, steps already tried and relevant customer information in the agreed ticketing workflow.

Escalation and follow-up

Route issues beyond the approved support scope to your specialists with useful context, and follow up according to your process.

PREPARE FOR OUR FIRST CONVERSATION

A clear scope before launch.

Share the types of issues you receive, an example of your knowledge base, your ticketing tools, escalation contacts and the access an agent would need. We agree on boundaries and training before handling customer requests.

We then agree on workflows, training, access, escalation rules and the measures to track. Genesys Cloud routing and reporting support the service within the agreed scope.

YOUR QUESTIONS

Before you get started

Can agents use our existing ticketing tools?

We review your tools and required access during discovery. Integrations and permissions are scoped for your workflow rather than assumed.

What happens when an issue needs a specialist?

The agent documents the issue and follows your agreed escalation path. Specialist decisions and changes outside the support scope remain with your team.

Is advanced engineering support included?

Support depth depends on your product, training and agreed scope. We define the tasks agents can handle and the cases that must be transferred before launch.

Let’s talk about your customer support.

Based in Montréal, C2Talk helps Canadian businesses define customer support around their customers, English and Canadian French language requirements, and operating hours.

Tell us about your project