CXaaS With Go Answer: 24/7 Omnichannel Support, Playbooks, and SLAs

Modern customers don’t think in “channels” — they expect helpful, human, and immediate responses wherever they show up. Customer Experience as a Service (CXaaS) turns that expectation into a managed, measurable operation. Instead of stitching together vendors and hoping it works, Go Answer provides a people-plus-platform model that delivers end-to-end customer experience — 24/7, omnichannel, integrated with the tools you already use — without the overhead of building it yourself.

What Is CXaaS?

CXaaS (Customer Experience as a Service) is a fully managed approach to delivering customer support, sales assistance, and operational communications across voice, SMS, chat, email, and social messaging. It combines trained agents, automation, playbooks, and analytics in a single program that plugs into your tech stack. With Go Answer, CXaaS means:

Illustration of a support agent surrounded by icons for phone, chat, email and text messaging connected by dotted lines.

Always-on coverage for phones, chat, SMS, email, and web forms.
Skilled, brand-trained agents supported by AI-assisted workflows.
Playbooks and SLAs tuned to your goals (speed, quality, conversion).
Tight integrations with your CRM, e-commerce, help desk, and scheduling tools.
Compliance and security practices for regulated industries.
Actionable reporting tied to business outcomes — not just handle time.

Why CXaaS Now?

Customer expectations have accelerated. A decade ago, “next business day” replies were acceptable. Today, immediacy wins, and switching costs are low. Meanwhile:

Timeline graphic showing transition from mail and slow responses to smartphone and instant replies with a speed gauge.

Sales and support channels have multiplied.
Teams are leaner, yet operational complexity is higher.
AI can automate steps — but still needs human judgment to feel trustworthy.
Leaders want measurable, repeatable experience — not one-off heroics.

Go Answer’s CXaaS model solves for all of this with a balanced approach: humans where it counts, automation where it helps, and integrations that keep your data flowing to the systems you already rely on.

The Go Answer CXaaS Stack: People + Platform + Process

People: Brand-Trained Agents, 24/7

Group of diverse customer service agents linked by dotted lines to a playbook icon, representing standardized training.

Our agents are trained on your scripts, tone, and escalation paths.

We staff for coverage, skill, and bilingual English/Spanish support, then reinforce with QA and coaching so your customer experience is consistent at 2 p.m. and 2 a.m.

Platform: Omnichannel + Integrations

Central hub connecting icons for voice, SMS, chat, email and CRM integrations via dotted lines.

Voice & SMS: Inbound, outbound, callbacks, appointment reminders.
Live Chat & Messaging: Website chat, WhatsApp Business, Facebook DMs.
Email & Web Forms: Triage, responses, attachments, and follow-ups.
Knowledge & AI Assist: Agent assist, macros, and step-by-step flows.

Integrations (examples we commonly work with):
- CRM/Marketing: Salesforce, HubSpot, Zoho.
- Help Desk: Zendesk, Freshdesk, Intercom (for ticketing and in-app chat).
- E-commerce: Shopify, WooCommerce (orders, returns, VIP routing).
- Scheduling: Calendly, Acuity, Google Calendar.
- Payments: Stripe (secure payment links and refunds per policy).
- Legal: Clio, MyCase (new lead intake and matter creation).
- Healthcare: athenahealth, eClinicalWorks (intake and appointment workflows).
- Property Management: AppFolio, Buildium (maintenance triage and tenant comms).

Don’t see your system here? We routinely connect via API, secure webhooks, and no-code connectors to keep your data right where you want it.

Process: Playbooks, SLAs, and QA

Circular flow chart linking playbook, SLA speedometer and QA clipboard icons with dotted arrows.

Playbooks define how we greet, qualify, troubleshoot, and escalate.
SLAs set speed and quality targets (e.g., answer time, first-contact resolution).
QA loops score interactions for accuracy, empathy, and policy adherence.
Continuous improvement uses your data to refine scripts and routing every week.

Omnichannel Coverage Without The Headaches

Voice

Answer, route, qualify, schedule, and escalate — 24/7. We handle after-hours and overflow so you never miss a high-intent call.

SMS

Confirm appointments, gather missing info, send links, and nudge stalled leads. Opt-in and TCPA-safe practices are baked in.

Live Chat & Messaging

Convert browsing into buying with proactive chat. We use knowledge bases and macros to resolve common issues and escalate the rest.

Email

From support tickets to order questions, we process inboxes with SLAs, templates, and personalized responses — and we write back from your brand’s voice.

Data, Dashboards, and Outcomes You Can Trust

We measure what matters and surface it in clean, decision-ready views:

Phone handset connected to a 24/7 clock and customer icons via dotted lines representing continuous voice coverage.

Speed: Average Speed of Answer (ASA), time to first response, backlog.
Quality: First-Contact Resolution (FCR), QA scores, policy adherence.
Satisfaction: CSAT/NPS collection through post-interaction prompts.
Revenue & Conversion: Booked appointments, qualified leads, saved cancellations, cart recaptures.
Operations: Channel mix, peak times, reasons for contact, deflection opportunities.

Want data in your ecosystem? We can sync to Salesforce/HubSpot, push events to GA4, and export to BI tools or data warehouses.

Security and Compliance

We operate with security and privacy at the center:

HIPAA-ready workflows for healthcare clients, including BAAs and PHI handling.
PCI-aware processes for payment interactions (e.g., sending secure payment links).
TCPA-safe messaging and opt-in management for SMS.
Audit trails for interactions and data exchanges.

CXaaS Use Cases: What We Run For You

1) Sales & Lead Intake

Smartphone with chat bubbles for appointment reminders and message flow linked to customer icons.

Channel: Phone, chat, SMS, web forms
What we do: Qualify inquiries, book consults, route to the right rep, log to CRM
Integrations: Salesforce, HubSpot, Calendly, Clio/MyCase
Why it matters: Faster speed-to-lead, fewer no-shows, cleaner data

2) Customer Support & Order Questions (E-commerce)

Computer monitor with an agent, chat bubble and shopping basket connected by dotted lines.

Channel: Chat, email, social DMs, phone
What we do: Track orders, handle exchanges/returns, issue refunds per policy, upsell accessories when appropriate
Integrations: Shopify, WooCommerce, Zendesk/Freshdesk, Stripe
Why it matters: Lower WISMO volume, higher CSAT, increased LTV

3) Maintenance Triage & Tenant Communications (Property Management)

Apartment building with dotted lines to wrench, checklist and technician calendar icons for maintenance triage.

Channel: Phone, SMS, chat
What we do: Categorize maintenance requests (emergency vs routine), dispatch on-call techs, coordinate vendor visits, send updates
Integrations: AppFolio, Buildium, Google Calendar
Why it matters: Faster time-to-repair, reduced churn, documented updates

4) Patient & Member Support (Healthcare)

Shield with padlock surrounded by icons for HIPAA, PCI, TCPA and audit trail compliance.

Channel: Phone, SMS, email
What we do: New patient intake, appointment scheduling, insurance info capture, pre-visit instructions, post-visit follow-ups
Integrations: athenahealth, eClinicalWorks, Google Calendar
Why it matters: Fewer no-shows, clearer records, better patient satisfaction

Example Playbooks We Can Implement

After-Hours Answering & Escalation: Capture urgent issues, warm transfer on-call, log tickets for morning follow-up.
Abandoned Cart Rescue: Proactive outreach to high-value carts via email/SMS with support and policy-aligned incentives.
VIP/High-Risk Routing: Identify priority customers by segment, route to senior agents, alert account owners.
Warranty & Returns: Verify eligibility, create labels, update CRM, track replacements to completion.
Service Outage Communications: Publish status macros, set expectations, queue follow-ups when service is restored.
Appointment Management: Book, reschedule, and confirm with automated reminders; reduce no-shows with time-boxed nudges.
Legal Intake Qualification: Scripted criteria capture, conflict checks, matter creation in Clio/MyCase, appointment set with attorneys.

A Typical Go Answer CXaaS Onboarding (Fast and Painless)

Week 0–1: Discover & Design
Map channels, hours, goals, and KPIs
Draft scripts, knowledge base, macros, and escalation paths
Connect core integrations (CRM, help desk, e-commerce, scheduling)

Week 2: Pilot & Calibrate

Soft launch on selected channels/time windows
QA coaching, script refinements, workflow tweaks
Dashboard validation and data checks

Week 3–4: Scale & Optimize

Expand coverage to full hours/channels
Finalize SLAs; begin weekly improvement cycles
Launch CSAT/NPS prompts and quarterly reviews

What You Gain With Go Answer’s CXaaS

Funnel graphic capturing calls, chat, SMS and forms leading down to a calendar appointment icon.

Focus: Your team reclaims time for product and growth.
Consistency: Every customer gets the same high-quality treatment.
Visibility: Clear KPIs, auditable logs, and data you can trust.
Resilience: Seasonal peaks and staff changes no longer risk your brand.
Speed to Value: Go live in weeks — not quarters.

Customer holding a package linked by dotted lines to support agent and icons for returns, refunds and upsells.

Dashboard panel with charts linked by dotted lines to icons representing speed, satisfaction, revenue and operations.

Doctor talking to a patient by phone with dotted lines to appointment, medical and message icons.

How We Work Beside Your Tools (Not Against Them)

Your systems remain the source of truth. We’ll log activities, update records, and trigger workflows inside the platforms you already use — from Salesforce and HubSpot to Shopify, Zendesk, Stripe, Clio/MyCase, and AppFolio/Buildium. Prefer low-code? We’ll connect via secure webhooks or automation tools. Prefer custom? We’ll align on API endpoints and data contracts.

Ready To Turn Experience Into A Growth Engine?

Infographic showing discover, pilot and scale phases with icons for focus, consistency, visibility, resilience and speed to value.

If you’re done juggling channels, SLAs, and staffing — and ready for a single, accountable partner — Go Answer’s CXaaS is the fastest path to consistent, measurable, customer-loved operations.

Book a free consultation to design your CXaaS playbook and see how quickly we can launch.

Frequently Asked Questions

What’s the difference between CXaaS and a traditional “call center”?

A call center primarily answers calls. CXaaS runs your entire experience layer — voice plus chat, SMS, email, social messaging — measured by outcomes (appointments booked, cases resolved, revenue saved), not just volume.

Will customers know they’re speaking with Go Answer?

Only if you want them to. We operate as your brand, using your tone, signatures, and knowledge base.

Can you handle sensitive data?

Yes. We support HIPAA-ready workflows (with BAAs where applicable), PCI-aware payment processes, and TCPA-safe messaging practices.

How do we keep quality high?

We combine QA scorecards, calibration sessions, and coaching with live monitoring, post-interaction surveys, and weekly optimizations against your KPIs.

Do you replace our software tools?

No. We work alongside your CRM, help desk, e-commerce, and scheduling platforms so data stays centralized and useful.

CXaaS, Done Right: How Go Answer Delivers Customer Experience as a Service

What Is CXaaS?

Why CXaaS Now?

The Go Answer CXaaS Stack: People + Platform + Process