How PrettyDamnQuick built proactive 24/7 support without hiring in-house
Short answer
PrettyDamnQuick (PDQ), an ecommerce checkout application, runs proactive 24/7 support through a dedicated six person team recruited and employed by Talkr in North Macedonia and managed by PDQ. With only 10 to 20 incidents a day, ticket volume suggested the team was underused. Instead, PDQ redefined the role around monitoring, release testing, documentation, playbooks and product feedback, turning support into an operational advantage.
Six people. Ten - twenty tickets a day, on a busy one. On a spreadsheet, that looks like a team with time on its hands.
PDQ looked at it differently. Ticket count measures how often something goes wrong. It says nothing about how much a team prevents.
PDQ at a glance
| Client | PrettyDamnQuick (PDQ) |
| Product | Ecommerce checkout application |
| Team | Six dedicated support specialists incl. a Team Lead |
| Coverage | 24/7 |
| Team location | Skopje, North Macedonia |
| Model | Co-sourcing: recruited and employed by Talkr, managed day to day by PDQ |
| Incident volume | 10 to 20 incidents a day |
What was the challenge?
A checkout application sits at the most sensitive point in an online store: the moment a customer pays. A problem at any hour is a problem for a merchant, so round the clock cover matters for a product like PDQ's.
But 24/7 cover means at least six people, and PDQ's incident volume was low. The obvious conclusion was that full time support was more capacity than the business needed. The better question was what else a full time team could do.
What does a proactive support team actually do?
With Talkr, PDQ moved its support team from reactive to strategic. The work now falls into three areas.
Proactive monitoring and reporting. The team runs real time system monitoring and trend reporting, spotting potential issues before they reach customers.
Continuous product quality. The team tests new releases, writes documentation and develops workarounds, so fixes and knowledge reach customers faster.
Operational value beyond tickets. The team also takes on work that would otherwise land on other people:
- Operational support for customer success managers, so they can focus on long term account value
- Playbooks for high risk, high impact scenarios
- Product feedback loops into engineering
- Process improvement and AI automation
What changed for PDQ?
Support stopped being a cost measured in tickets and became part of how the product runs. Engineering gets structured feedback from the people closest to customers. Customer success managers spend their time on accounts, not operations. And when something does go wrong, at any hour, there is a playbook and a person ready for it.
"The support and team members Talkr have provided have been invaluable as we continue to expand. I feel we have a partnership that we want to continue to grow."
Liran Erez, Co-Founder, PrettyDamnQuickWhat can other founders take from this?
Measure support by what it covers and what it prevents, not by how many tickets it closes. A low volume product that needs 24/7 cover will always look overstaffed on ticket count alone. The fix is not fewer people. It is giving those people work that makes the product better.
That works best when the team is dedicated to you and stays long enough to learn the product properly. Talkr's staff turnover runs at around 14%, so the knowledge your team builds stays in your team.
How can you build a team like PDQ's?
Talkr recruits, employs and houses dedicated teams in Skopje, and you manage them day to day in your own tools. Every candidate completes a video and written assessment before you review them, and reviewing candidates is free. Teams start 3 to 6 weeks from greenlight, with a 3 month initial term and then rolling monthly.
For the maths behind 24/7 staffing, read What does it cost to outsource customer support for a startup in 2026?
Build a support team that does more than close tickets. Tell us what you need covered and we will send vetted candidates to review, free.
Start reviewing candidatesFrequently asked questions
How does PrettyDamnQuick provide 24/7 support?
Through a dedicated five person support team in Skopje, North Macedonia, recruited and employed by Talkr and managed day to day by PDQ.
What is proactive customer support?
Support that prevents problems as well as answering them: monitoring systems, reporting trends, testing releases, writing documentation and building playbooks, so issues are caught before customers notice them.
Is a six person team too big for 10 to 20 tickets a day?
Not if the product needs 24/7 cover. Covering every hour of the week takes at least 5.5 full time people per seat. PDQ used the time between incidents for monitoring, testing, documentation and process improvement.
Who employs PDQ's support team?
Talkr directly employs the team through its company in North Macedonia and provides the office, IT and HR. PDQ manages the team's work as part of its own business.