What support teams say after working with us
Honest feedback from support leads and operations managers who have been through each of our service tiers.
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Engagements completed
4.8
Average satisfaction score
3
Languages supported
96%
Recommend to peers
From support leads across Malaysia
Ahmad Haikal
Customer Support Manager, Petaling Jaya
We started with the Knowledge Review because we weren't sure our help articles were even in good enough shape. The written summary was clear — it told us exactly what would work and what needed fixing first. That honesty saved us from rushing into a setup that wouldn't have performed.
April 2025 · Knowledge Review
Siti Khadijah
Head of Support, Shah Alam
The Setup service was worth it for the handover design alone. Our previous attempt at adding a chatbot created more work for our agents because there was no proper escalation path. Farah's team built that in from the start — and the training session made sure our team actually understood how to manage it.
May 2025 · Assistant Setup
Wong Kim Fatt
Operations Director, Kuala Lumpur
We needed coverage in English, Mandarin, and BM across our web chat and email queue. The Experience Programme covered all of that within the agreed timeframe. The quality review cycle mid-project caught a few answers that had drifted — something I hadn't expected but was genuinely useful.
March 2025 · Experience Programme
Nurul Rina
Support Lead, Cyberjaya
What I appreciated most was how plain-spoken everything was. The Knowledge Review summary didn't use a single technical term I had to look up. It laid out what we had, where the gaps were, and what we'd need to do if we wanted to go further. Exactly what we needed before presenting to management.
April 2025 · Knowledge Review
Rajesh Pillai
Customer Experience Manager, Bangsar
The timeline was accurate — we had the assistant live within the three-week estimate. The maintenance guide has been particularly useful; we've updated the answers three times since the engagement closed and haven't needed to reach back out. That was the goal and they delivered it.
February 2025 · Assistant Setup
Lim Yi Wen
Support Operations, Subang Jaya
We were carrying a high volume of repetitive enquiries in both English and Mandarin. After the Programme, the assistant now handles around 60% of those without agent involvement — and when it does escalate, it passes a clean summary to the agent rather than just dropping the conversation. The team genuinely likes the handover design.
May 2025 · Experience Programme
What changed for three teams
Challenge
A fintech support team in Kuala Lumpur was handling 300+ daily tickets, 70% of which were repeat questions about account verification, transfer limits, and fee structures — all answered in their help centre.
Solution
Support Assistant Setup — we organised 34 help articles, configured answer coverage for the top 25 query categories, and designed a handover trigger for anything involving account security or compliance.
Result
Repetitive enquiries handled by the assistant reached 55% within six weeks. Agent queue wait time reduced from 4 hours to under 90 minutes on weekday afternoons.
2–3 weeks · RM 1,690
Challenge
An e-commerce team serving customers in English, BM, and Mandarin had separate queues that were uneven — Mandarin-language tickets took 40% longer to resolve because of limited agent availability.
Solution
Support Experience Programme — configured across web chat, email, and a WhatsApp-connected flow in all three languages. Quality review mid-project identified six Mandarin answer categories that needed updating.
Result
Mandarin-language wait time aligned with English-language resolution time for the first time. Customer satisfaction scores rose across all three language queues.
5 weeks · RM 2,900
Challenge
A logistics company's support lead wanted to add an assistant but needed internal sign-off. They had help articles but no idea how well they'd perform as assistant answers.
Solution
Support Knowledge Review — we assessed 22 help articles and generated sample answers for the top 15 query categories. The written summary recommended proceeding with a single-channel setup and noted three articles that needed updating first.
Result
The summary was used to secure internal approval for the Setup service. The team updated the flagged articles and proceeded within the same month.
6 days · RM 550
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Unit 14-1, Menara Hap Seng, Jalan P. Ramlee, 50250 KL
Mon–Fri 9:00 AM – 6:00 PM · Sat 10:00 AM – 2:00 PM
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