Lesko Help — Customer Service: Comprehensive Operational Guide

Executive overview

Lesko Help is a customer service operations provider focused on multi-channel support for SaaS, e-commerce and financial services clients. Founded in 2016, Lesko Help now supports over 120 enterprise and mid-market customers across North America and Europe, handling roughly 1.2 million customer interactions annually (2024 figure). The organization positions itself to deliver predictable SLAs, measurable KPIs, and rapid implementation timelines for firms that need to scale support without disrupting the customer experience.

This document describes practical operational details you need to evaluate, implement or migrate to Lesko Help: contact points, service levels, pricing, channels and tooling, quality assurance, security posture, onboarding timelines and reporting. All times, prices and statistics below reflect standard public offerings as of 2025; bespoke contracts are commonly negotiated between the vendor and client.

Contact, location and support hours

Primary corporate contact: Lesko Help, 225 Market St, Suite 1200, San Francisco, CA 94103. Phone: +1 (415) 555-0123. General support email: [email protected]. Corporate website: https://www.leskohelp.com. Emergency escalation line (24/7): +1 (888) LESKO-24 (537-5624) — available to clients on Premium and Enterprise contracts.

Standard support hours are 08:00–20:00 local client time Monday–Friday for Basic plans; Premium/Enterprise include 24×7 coverage. Local-language service is available in English, Spanish, French, German and Polish; additional languages are added by contract with a typical lead-time of 6–10 weeks to recruit and QA agents.

Service levels, response times and SLAs

Typical SLAs are defined by channel and priority. For email/chat: initial response within 60 minutes for Priority 2 issues and within 15 minutes for Priority 1 (critical outages). For phone: answer rate SLA is 95% of calls answered within 60 seconds during staffed hours. Escalation SLA to Tier 2 is 30 minutes for Priority 1 and 4 hours for Priority 2.

Performance guarantees are contractually backed with credits: a missed SLA results in a credit of 5–20% of the monthly fee for the affected service, depending on severity and frequency. Lesko Help reports typical achieved SLAs (2024 average): 97% answer-rate within 60 seconds, mean time to acknowledge (MTTA) for email 42 minutes, and mean time to resolve (MTTR) for Priority 1 incidents of 3 hours 10 minutes.

Channels, tooling and integration

Lesko Help runs an omnichannel stack that integrates with Salesforce Service Cloud or Zendesk as the ticketing layer, Talkdesk or NICE CXone for voice, Intercom for in-app messaging, and a custom API gateway for automated webhooks. Standard integrations include SSO (SAML/OAuth2), SCIM for user provisioning, and REST/SOAP endpoints for ticket synchronization. Typical integration milestones: authentication and basic ticket flow in week 1–2, 2-way ticket sync and routing rules in weeks 2–4, custom automations and knowledge base import by week 6–8.

Clients receive a sandbox environment and 2 API keys during onboarding. Lesko Help charges no additional license fee for middleware up to 50,000 tickets/month; above that, middleware usage fees start at $0.003 per API call. Supported file attachments: up to 10 MB per file, up to 50 files per ticket; archival retention options are 1, 3 or 7 years (default 3 years).

Quality assurance, training and workforce management

Initial agent onboarding: 40 hours role-specific training plus a 2-week supervised shadowing period. Ongoing training cadence: 4 hours/month per agent for product updates, soft-skill refreshers and compliance. Quality Assurance sampling rate is configurable; default is 5% of all voice interactions and 10% of chat interactions reviewed monthly, with a goal QA score of ≥90% across Accuracy, Empathy and Resolution.

Workforce management is run with a 13-week forecasting horizon and intra-day reforecasting every 30 minutes to manage shrinkage, breaks and unexpected volume. Typical metrics achieved (2024): CSAT 4.6/5 (post-interaction survey), First Contact Resolution (FCR) 78%, Average Handle Time (AHT) voice 6 minutes 30 seconds, abandonment rate 2.3% during peak.

Pricing, contract terms and implementation timeline

Standard pricing options (public examples): Pay-per-ticket Basic — $3.50 per ticket with a minimum monthly commitment of $1,800; Agent-based Premium — $2,800 per full-time equivalent (FTE)/month including licensing and workforce management for 40 hours/week. Setup fees are typically $10,000 for basic implementations and up to $25,000 for complex integrations or multi-language programs. Contract lengths commonly offered: 12, 24 or 36 months with stepped discounts of 0%, 7%, and 12% respectively.

Implementation timeline: 4–8 weeks for a Standard English-only voice + email program (includes onboarding, training and go-live); 8–12 weeks for multi-language, multi-channel programs with bespoke automations. Typical milestones: Discovery (week 0–1), Integration & Data Migration (week 1–4), Training & QA (week 3–6), Soft Launch (week 5–8), Full Go-live (week 6–10).

Security, privacy and compliance

Lesko Help maintains SOC 2 Type II controls and supports GDPR and CCPA compliance in contractual terms. Data at rest is encrypted using AES-256; data in transit uses TLS 1.2+. Role-based access controls and audit logs are standard; customers receive monthly audit reports and an option for annual third-party penetration testing at agreed intervals. For regulated clients (PCI-DSS scope), Lesko Help can operate within a customer-provided PCI environment or through tokenization to remove sensitive data from agent desktops.

Data residency options are available: US, EU (Frankfurt), and Poland (Warsaw) data centers. For EU data residency, expect an additional setup fee of $3,000 and a 2-week extension to the onboarding schedule. Backup retention is configurable (default 90 days) with archive options up to 7 years for legal hold purposes.

Key metrics, reporting and escalation path

Lesko Help delivers weekly operational reports and a monthly business review dashboard. Standard reports include CSAT, NPS (if requested), FCR, AHT, abandonment rate, ticket aging, backlog and agent utilization. Typical reporting latency is 24 hours; real-time dashboards are available on request for an additional $400/month.

• Recommended KPIs (benchmarks): CSAT ≥4.4/5, FCR ≥75%, AHT (voice) 5–8 mins, SLA adherence ≥95%, Escalation rate <2% of tickets, QA score ≥90%.
• Reporting cadence: Daily SLA snapshot, Weekly operational summary, Monthly strategic review with root-cause analysis, Quarterly roadmap alignment.

Escalation paths are documented and enforced: Tier 1 (agent) → Tier 2 (technical SME) within 30–120 minutes depending on priority → Tier 3 (engineering/vendor) within 4–24 hours. For contractual emergencies, a named incident commander is appointed with direct dial and email access; this reduces MTTR for Priority 1 incidents by an average of 40% based on 2023–2024 incident data.

Practical checklist for evaluating Lesko Help

Before signing, validate these items with a detailed questionnaire: integration requirements (APIs, SSO), data residency and compliance needs, expected volumes by channel and hour, language requirements, sample transcripts for QA calibration, and a 30–60 day pilot or proof-of-concept. Negotiate SLAs with clear definitions for Priority levels and credit calculations, define exit/transition assistance (typical transition fee 15–20% of monthly run-rate), and ensure access to raw interaction data for compliance and analytics.

For a commercial discussion or to request a technical workbook and standard contract template, contact Lesko Help sales at [email protected] or call +1 (415) 555-0137. A dedicated proposal, including an itemized price sheet and implementation plan, is typically provided within five business days of a signed non-disclosure agreement (NDA).