Support Team Spotlight: How We Help You Succeed with Your AI Voice Agent

“I’m not techie. Will I be on my own once I set this up?”

Absolutely not.

Unlike other AI companies that throw you a manual and wish you luck, we have a real support team that actually helps you succeed.

No ticket queues. No automated responses. No “read the documentation.”

Real humans who answer in minutes and fix things for free.

Let me show you exactly how we help.

Meet the Team

Who We Are

We’re a team of 6 support specialists who know:

• Service businesses (many of us ran them)
• AI voice agents (we set up hundreds)
• What works and what doesn’t
• How to get you results fast

Average team experience: 5+ years in service business technology

Not: Fresh out of college reading scripts
But: Experienced pros who actually understand your business

What Makes Us Different

Traditional tech support:

• “Submit a ticket”
• 24-48 hour response
• Copy-paste documentation links
• “Have you tried restarting it?”

Our support:

• “Jump on a Zoom right now”
• Under 30-min response (usually instant)
• We fix it for you
• “Let me make that change while we’re on the call”

We’re more like consultants than support.

What We Actually Do for You

Before Setup: Planning Call (Free, 30 min)

You book a call. We discuss:

• Your business type
• Call volume
• Current pain points
• What you want the AI to do
• Pricing structure

We recommend:

• Best agent type for you
• Configuration options
• Integration strategy
• Realistic expectations

Outcome: Clear plan before you start

During Setup: Guided Configuration (Free, 30-60 min)

Option A: We do it together

• Screen share on Zoom
• You watch and learn
• We configure in real-time
• Ask questions as we go

Option B: We do it for you

• Send us your details
• We build it
• You review and approve
• Go live

Most customers choose Option A - they want to understand how it works.

Outcome: Fully configured AI in under an hour

After Launch: Ongoing Optimization (Free, Always)

Week 1: Daily check-ins

• “How’s it going?”
• Review call logs together
• Identify improvement areas
• Make adjustments

Month 1: Weekly reviews

• Call performance analysis
• Knowledge base additions
• Greeting refinements
• Calendar optimization

Ongoing: As-needed support

• New service to add? We add it.
• Price change? We update it.
• Voice sounds weird? We change it.
• Something broke? We fix it.

Outcome: Continuous improvement forever

Real Support Examples

Example 1: “Can you just do this for me?”

Customer email (10:42 AM):

“I have this messy price list in an Excel file. Can you clean it up and add it to my AI’s knowledge base?”

Support reply (10:58 AM):

“Absolutely! Just attached a cleaned-up version. I’ve uploaded it to your knowledge base. Test it with a call and let me know if pricing looks right.”

Customer (11:15 AM):

“Wow that was fast. Just tested it - perfect. Thanks!”

Time to resolution: 33 minutes
Cost to customer: $0
What we did: Reformatted pricing, uploaded to knowledge base, tested

Example 2: “Something broke”

Customer chat (2:14 PM):

“My AI isn’t booking appointments anymore. It just says ‘Let me have someone call you back.’ Help!”

Support (2:16 PM):

“On it. Looks like your Cal.com API key expired. Let me walk you through getting a new one.”

[10-minute Zoom call]

Support (2:27 PM):

“All set! Just tested it - booking appointments again. Want me to show you how to renew the API key yourself next time?”

Customer:

“Yes please!”

Time to resolution: 13 minutes
What we did: Diagnosed issue, jumped on video call, fixed it, explained how to prevent it

Example 3: “I want to make changes”

Customer email (Friday 4:30 PM):

“We’re running a summer special - $50 off AC tune-ups. Can you update the AI to mention this and adjust pricing?”

Support (Friday 4:47 PM):

“Done! Updated:

• Pricing: AC tune-up now $39 (was $89)
• Greeting: Added ‘Ask about our summer special’
• Knowledge base: Added special details

Testing it now… all good! Change goes live immediately.”

Customer (Friday 5:02 PM):

“You guys are amazing. Thank you!”

Time to resolution: 17 minutes (on a Friday afternoon!)
What we did: Updated pricing, modified greeting, tested, deployed

Example 4: “I’m confused”

Customer call (Monday 9:15 AM):

“I don’t understand this ‘knowledge base’ thing. What do I put in there?”

Support:

“Great question! Let’s do a quick screen share. I’ll show you exactly what to include…”

[20-minute Zoom session]

Topics covered:

• What knowledge base is
• What to include (and what not to)
• How to format it
• Examples from similar businesses
• We uploaded customer’s first knowledge base together

Customer:

“Oh that makes sense now. Thank you for explaining it so clearly!”

What we did: Private training session, hands-on help, confidence building

Types of Support We Provide

1. Technical Support (Obviously)

We help with:

• Setup and configuration
• Calendar integration (Cal.com, FieldPulse, GoHighLevel)
• Phone number setup
• Call forwarding issues
• Knowledge base uploads
• Voice selection
• API connections
• Troubleshooting

Response time: Under 30 minutes
Resolution time: Usually same call/email

2. Strategic Support (Surprisingly)

We help with:

• “Should I enable pricing or keep it vague?”
• “What services should the AI handle vs. transfer?”
• “How should I structure my greeting?”
• “Am I using the knowledge base effectively?”
• “Should I add batch calling?”

We’re consultants, not just tech support.

3. Business Support (Really)

We help with:

• “My conversion rate is low - why?”
• “How do I reduce transfers?”
• “What can I do to book more appointments?”
• “How are similar businesses using this?”
• “What’s working for others in my industry?”

We’ve seen hundreds of setups. We share what works.

4. Content Support (Surprisingly common)

We help with:

• Writing better greetings
• Formatting pricing clearly
• Creating knowledge base content
• Building FAQs
• Crafting custom rules

You can write it yourself, or we can help/do it for you.

How to Reach Support

In-App Chat (Fastest)

Response time: Usually under 10 minutes (often instant)

Best for:

• Quick questions
• “Can you change X?”
• Status updates
• Simple fixes

Available: 8 AM - 8 PM ET, Mon-Fri (plus weekends for urgent)

Email: support@nzleads.com

Response time: Same day (usually within 2 hours)

Best for:

• Detailed questions
• Attachments (price lists, documents)
• Non-urgent changes
• Project requests

Available: 24/7 (we respond during business hours)

Scheduled Zoom Call

Response time: Usually next business day

Best for:

• Initial setup
• Complex configurations
• Training sessions
• Troubleshooting visual issues
• “Let’s just fix this together”

Available: Book via chat/email

Emergency Support

For: Service-impacting issues only

• AI completely down
• All calls failing
• Critical bug

Contact: Email with “URGENT” in subject
Response: Within 1 hour, 24/7

What’s Included (And What Costs Extra)

Included Free Forever

✅ Unlimited support tickets
✅ Configuration changes
✅ Knowledge base updates
✅ Greeting modifications
✅ Voice changes
✅ Calendar integration help
✅ Troubleshooting
✅ Training sessions
✅ Strategy consultations
✅ Content writing help
✅ Setup assistance
✅ Optimization reviews
✅ Pretty much everything

Cost: $0 (included with $1/minute usage)

What Costs Extra

❌ Nothing support-related
Seriously. Support is completely free.

You only pay:

• $1/minute for call time
• $10/month for phone number (optional)

All support, configuration, changes, help = Free

Customer Support Stories

Tom’s Garage Doors (Seattle)

“I’ve used Twilio before - good product, awful support. $500 to configure anything. NZ Leads support is the opposite. They hop on calls instantly, fix things for free, and actually care if it’s working. Worth it even if the product was average (it’s not - product is great too).”

Sarah’s Plumbing (LA)

“I email support probably 3-4 times per week with random questions or change requests. They respond every time within an hour. Made changes while I’m on site with customers. Never once charged me. This is the kind of support that makes you a customer for life.”

Mike’s HVAC (Phoenix)

“I’m 56 and not tech savvy. Support team has been incredibly patient with me. They’ll screen share and show me step-by-step how to do things. If I still can’t figure it out, they just say ‘I’ll do it for you’ and handle it. Best customer service I’ve experienced in any software.”

Support SLAs (What We Promise)

Response Times

We usually beat these by a lot.

Resolution Times

We prioritize speed without sacrificing quality.

Why Support Matters for AI Voice Agents

Here’s the thing about AI: It’s powerful but needs configuration.

Traditional approach:

• Sell you software
• Give you documentation
• “Figure it out”
• Charge for any help

Result: 60% of people give up or use it poorly

Our approach:

• Sell you software
• Help you configure it
• Make changes for you
• Free unlimited support

Result: 95%+ success rate

The difference? Support.

Real-Time Support Examples

Morning of Dec 22, 2025 (Today)

9:05 AM - Customer chat: “Can you add $20 holiday fee to pricing?“
9:11 AM - Support: “Done! Updated knowledge base and tested. All set.”

9:34 AM - Email: “Need help connecting FieldPulse calendar”
9:42 AM - Support: “Let’s do a quick Zoom. I’ll send you a link…“
10:05 AM - Customer: “All connected, booking appointments now. Thanks!”

11:15 AM - Chat: “Can someone review my greeting? Sounds robotic.”
11:23 AM - Support: “Made it more natural. Old vs new attached. Want me to update it?“
11:26 AM - Customer: “Yes please!“
11:27 AM - Support: “Live now. Test it with a call.”

2:47 PM - Email: “My voice selection disappeared?“
2:53 PM - Support: “Bug on our end. Fixed. Reset your voice to ‘Sarah’ - should work now.”
3:02 PM - Customer: “Perfect, thanks!”

All resolved same day. Most within 30 minutes.

The “No Stupid Questions” Policy

We mean it: There are no stupid questions.

Common “stupid” questions we get:

• “What’s a knowledge base?” (Very common, not stupid)
• “Can you justdo this for me?” (Absolutely, we prefer it)
• “I don’t understand X” (Let’s schedule a call)
• “Did I break something?” (Probably not,let’s check)

We’d rather you ask than struggle.

Setting Expectations

What We Can Do

✅ Fix technical issues instantly
✅ Make configuration changes for you
✅ Help you optimize performance
✅ Train you on how to use features
✅ Troubleshoot integration problems
✅ Write/edit content (greetings, knowledge base)
✅ Answer strategic questions
✅ Provide best practices

What We Can’t Do

❌ Guarantee specific conversion rates (depends on your business)
❌ Fix issues with third-party tools (Cal.com, FieldPulse, etc.) - but we’ll help diagnose
❌ Make the AI psychic (it needs good knowledge base content)
❌ Answer calls for you (the AI does that!)

We’re here to help the AI work perfectly. The AI does the actual work.

Why We Care So Much About Support

Honest answer: Our business model depends on your success.

Pay-per-use pricing means:

• You only pay when you get calls
• If it doesn’t work, you cancel
• We don’t make money

Therefore, we’re incentivized to make sure:

• Setup goes smoothly
• AI performs well
• You get results
• You keep using it

Great support = Happy customers = More usage = We all win

We’re literally invested in your success.

Getting Started with Support

Day 1: Setup Call (Recommended)

Schedule here →

• 30-minute Zoom
• We configure together
• Answer all questions
• Test everything
• Go live together

Or: DIY with Backup

Start setup → 

• Follow wizard (5 min)
• Contact support when stuck
• We’ll review before you go live

Bottom Line on Support

You’re not buying software. You’re buying software + unlimited expert help.

Included in $1/minute:

• The AI voice agent itself
• Unlimited configuration changes
• Unlimited support
• Unlimited training
• Unlimited optimization

Not included:

• Your time (5 min initial setup)
• Commitment (cancel anytime)
• Risk (pay only for calls you get)

We’re here to make you successful. That’s literally our job.

Questions about support? support@nzleads.com (we’ll respond)
Want to meet the team? Schedule intro call →
Ready to start? 5-min setup → 

Remember: You’re never alone. We’ve got your back.