Apps & Digital Platforms
Apps & Digital Platforms
Apps and digital platforms need chat that scales with their users. GCO provides the human operations layer: support, moderation and coverage, backed by an operations platform.
- Free 7-day pilot
- No setup fee
- No long-term commitment
- Continue after the pilot only if you choose
Typical workload
What the conversations look like
- In-app support chat
- Moderation of user-to-user messaging
- Trust and safety related conversations
- Usage that follows your product's growth
Operational challenges
Where operations get hard
- Chat volume that grows faster than the team
- Round-the-clock expectations from users
- Several languages and markets
- Needing visibility into what happens in chat
Human operators
Where human operators help
- Judging context where automation is not enough
- Handling sensitive situations with care
- Giving your team clear reports and escalations
Moderation & support
- Guideline-based moderation of user messaging
- Escalation of safety-related cases to your contact
Supervision & QA
Supervised work, with a defined escalation path.
Operations run under team leads who supervise live queues and review conversations against the standards agreed with you. GCO formalises this workflow further as the operation grows; we do not claim a large QA department, certifications or quality statistics.
- Team leads monitor queues, assignments and response timers
- Conversations are reviewed against the agreed guidelines
- Feedback goes back to operators; guidelines are refined with you
- A defined escalation path when a human decision is needed
Escalation
Operator
Handles the conversation and raises an escalation, with a reason and a note, when it cannot be resolved safely alone.
Supervisor / Team Lead
Takes the escalation, reviews the conversation, adds internal notes and resolves it, or escalates further when a client decision is required.
GCO Management / Client Contact
Handles escalations that need a decision from the client, records the decision, and closes the loop with the team.
Escalate when:
- The operator needs a decision
- Client-side approval is needed
- A sensitive or exceptional situation occurs
- The operator cannot safely resolve the conversation
Every escalation is recorded on the platform: who raised it, why, who handled it, each status change and the resolution.
Supervisors and team leads oversee the operation, and the escalation path runs from operator through supervisor to GCO management and your client contact.
How GCO supports it
How GCO supports this workflow
- Webhook-based integration with your platform, configured per client
- Support, moderation and coverage services on one platform
- Multilingual operators staffed per project
- A free 7-day pilot to prove the workflow
The 7-day pilot
What the pilot looks like
We agree the channel, volume, hours and languages first, run your real workflow for seven days under supervision, and review the results together on Day 7.
- Free 7-day pilot
- No setup fee
- No long-term commitment
- Continue after the pilot only if you choose
Coverage hours and languages are confirmed per project, based on staffing, before go-live.
Relevant services
Services for this industry
Live Chat / Customer Support
Trained operators answering your customers in real time, in your tone, on your guidelines.
Learn moreChat Moderation
Consistent human review of chat conversations against your rules, with escalation for edge cases.
Learn more24/7 Chat Coverage
Around-the-clock chat coverage, planned around your volume and confirmed against staffing.
Learn moreDedicated / Outsourced Chat Teams
A managed team of operators and supervisors dedicated to your chat operation, scaled as you grow.
Learn moreReady to test GCO with your real workflow?
Start a 7-day pilot and evaluate the operation with your real workflow.
The 7-day pilot is free. No setup fee. No long-term commitment. After the pilot, you decide whether to continue, under agreed commercial terms.