Charm®
Omnichannel Support
Worldwide Coverage
Helpdesk and Ticketing Systems
Staffing and Management
No outsourced call centers. No robotic interactions. Just real customer care that builds loyalty and drives repeat water industry business.
© 2025 Charm® Service
Omnichannel Support
Worldwide Coverage
Helpdesk and Ticketing Systems
Staffing and Management
No outsourced call centers. No robotic interactions. Just real customer care that builds loyalty and drives repeat water industry business.
© 2025 Charm® Service
Folks We Have Partnered With
Folks We Have Partnered With
(2018-25©)
Folks We Have Partnered With
(2018-25©)
(27)
Case Studies.
©2025
©2025
We’ve supported leading water utilities, public agencies, and private service providers nationwide.
(27)
Case Studies.
©2025
We’ve supported leading water utilities, public agencies, and private service providers nationwide.
Why choose us
Why choose us
Why choose us
Proven results for every brand, with a focus on quality and revenue.
Proven results for every brand, with a focus on quality and revenue.
Your experience starts with support that listens. Let’s connect today and see how we can help.
Your experience starts with support that listens. Let’s connect today and see how we can help.
Your experience starts with support that listens. Let’s connect today and see how we can help.
No fluff, just results. Real people solving real problems for customers. We focus on clear communication and dependable service, project after project.
01
Successful service teams built for utilities and water solution providers.
01
Successful service teams built for utilities and water solution providers.
01
Successful service teams built for utilities and water solution providers.
02
Customer satisfaction rate across programs.
02
Customer satisfaction rate across programs.
02
Customer satisfaction rate across programs.
What we do
What we do
What we do
Services.
Services.
(4)
(4)
(4)
(001)
Customer Support Operations
Omnichannel support for utilities and service providers — responsive, reliable, and empathetic.
Categories
Inbound/Outbound Support
Technical Troubleshooting
Billing & Account Assistance
Technical Troubleshooting
Outage Response
24/7 Coverage
6+
Customer Support Operations
(002)
Helpdesk & Ticketing Systems
System design and optimization for transparent and efficient operations.
Categories
Zendesk
Freshdesk
Salesforce
Workflow Automation
Ticket Routing
Knowledge Bases
2+
Helpdesk & Ticketing Systems
(003)
Staffing & Workforce Management
Professional, trained representatives who understand water operations and customer needs.
Team Staffing
Training & Certification
QA
Scheduling
Workforce Planning
Performance Optimization
4+
Staffing & Workforce Management
(004)
Customer Experience Design
Building service flows, scripts, and feedback loops that strengthen community trust.
Categories
Journey Mapping
Voice & Tone
Feedback Systems
Crisis Templates
Surveys
Process Improvement
6+
Customer Experience Design
(001)
Customer Support Operations
Omnichannel support for utilities and service providers — responsive, reliable, and empathetic.
Categories
Inbound/Outbound Support
Technical Troubleshooting
Billing & Account Assistance
Technical Troubleshooting
Outage Response
24/7 Coverage
6+
Customer Support Operations
(002)
Helpdesk & Ticketing Systems
System design and optimization for transparent and efficient operations.
Categories
Zendesk
Freshdesk
Salesforce
Workflow Automation
Ticket Routing
Knowledge Bases
2+
Helpdesk & Ticketing Systems
(003)
Staffing & Workforce Management
Professional, trained representatives who understand water operations and customer needs.
Team Staffing
Training & Certification
QA
Scheduling
Workforce Planning
Performance Optimization
4+
Staffing & Workforce Management
(004)
Customer Experience Design
Building service flows, scripts, and feedback loops that strengthen community trust.
Categories
Journey Mapping
Voice & Tone
Feedback Systems
Crisis Templates
Surveys
Process Improvement
6+
Customer Experience Design
(001)
Customer Support Operations
Omnichannel support for utilities and service providers — responsive, reliable, and empathetic.
Categories
Inbound/Outbound Support
Technical Troubleshooting
Billing & Account Assistance
Technical Troubleshooting
Outage Response
24/7 Coverage
6+
Customer Support Operations
(002)
Helpdesk & Ticketing Systems
System design and optimization for transparent and efficient operations.
Categories
Zendesk
Freshdesk
Salesforce
Workflow Automation
Ticket Routing
Knowledge Bases
2+
Helpdesk & Ticketing Systems
(003)
Staffing & Workforce Management
Professional, trained representatives who understand water operations and customer needs.
Team Staffing
Training & Certification
QA
Scheduling
Workforce Planning
Performance Optimization
4+
Staffing & Workforce Management
(004)
Customer Experience Design
Building service flows, scripts, and feedback loops that strengthen community trust.
Categories
Journey Mapping
Voice & Tone
Feedback Systems
Crisis Templates
Surveys
Process Improvement
6+
Customer Experience Design
About us
About us
About us
Charm®
Charm®
Charm®
Customer Support for the Water Industry.
Customer Support for the Water Industry.
See how we build programs that last:
01
Real-time collaboration between field and support teams.
01
Real-time collaboration between field and support teams.
01
Real-time collaboration between field and support teams.
02
Customized Solutions — Tailored to your operation and community needs.
02
Customized Solutions — Tailored to your operation and community needs.
02
Customized Solutions — Tailored to your operation and community needs.
03
Clear Pricing — No hidden fees, ever.
03
Clear Pricing — No hidden fees, ever.
03
Clear Pricing — No hidden fees, ever.
04
Proven Results — Measurable outcomes that strengthen trust.
04
Proven Results — Measurable outcomes that strengthen trust.
04
Proven Results — Measurable outcomes that strengthen trust.
Watch Showreel
(2018–25©)
Watch Showreel
(2018–25©)
Watch Showreel
(2018–25©)
Testimonials
Testimonials
Testimonials
Experiences.
©2025
©2025
©2025
4.9
4.9
/5
56+ support programs launched nationwide.
Charm®
Charm®
Charm®
56+
Trusted by
clients worldwide
56+
Trusted by
clients worldwide
56+
Trusted by
clients worldwide
"Charm has been an invaluable piece of Sutro's product. Their support team helped us foster patient, loyal customers while collaborating with our dev team to ensure our products improved in ways that had real impact."
"Charm has been an invaluable piece of Sutro's product. Their support team helped us foster patient, loyal customers while collaborating with our dev team to ensure our products improved in ways that had real impact."
"Charm has been an invaluable piece of Sutro's product. Their support team helped us foster patient, loyal customers while collaborating with our dev team to ensure our products improved in ways that had real impact."
"Charm’s support team was personable, technical, and coachable. They took full ownership, met every expectation, and stayed consistently available to support our customers."
"Charm’s support team was personable, technical, and coachable. They took full ownership, met every expectation, and stayed consistently available to support our customers."
"Charm’s support team was personable, technical, and coachable. They took full ownership, met every expectation, and stayed consistently available to support our customers."
“Our customers finally feel heard. Service quality improved across every channel. Across every vendor we work with, if I had to keep one, it would be Charm”
“Our customers finally feel heard. Service quality improved across every channel. Across every vendor we work with, if I had to keep one, it would be Charm”
“Our customers finally feel heard. Service quality improved across every channel. Across every vendor we work with, if I had to keep one, it would be Charm”
Calls managed
Calls managed
Calls managed
Utilities supported
Utilities supported
Utilities supported
Client satisfaction
Client satisfaction
Client satisfaction
Tickets resolved monthly
Tickets resolved monthly
Tickets resolved monthly
Case study
Customer Support Modernization
From helpdesk to field coordination and emergency communication
From helpdesk to field coordination and emergency communication
We do it all.
We do it all.
Performance Boost:
Resolution speed+48%,
Call abandon rate -23%
Conversion Rate Improvement:
4.2% → 4.9%
Thanks to the new support model, we’ve seen 60% fewer repeat calls and higher trust scores
Stephanie Allen, HelloHero
100%
QA Compliance Rate
Quality meets consistency in every task.
+30%
+30%
Quarterly Calls Managed
+1k
Dec
+1k
Dec
+1k
Dec
+1.3k
Jan
+1.3k
Jan
+1.3k
Jan
+1.1k
Feb
+1.1k
Feb
+1.1k
Feb
+1.5k
Feb
+1.5k
Feb
+1.5k
Feb
+2.3k
Feb
+2.3k
Feb
+2.3k
Feb
+5.9k
Mar
+5.9k
Mar
+5.9k
Mar
Simple and Transparent
Simple and Transparent
Simple and Transparent
Pricing.
Strategy
Staffing
Want more leads and revenue?
Get sales and SDR strategies built around your goals.
Let's Talk
Scope
/project
Tier 1–2 Service Architecture & Playbook Design
Helpdesk Infrastructure & Automation Build
Training & Certification Program Design
Quality & Compliance Assurance Framework
Performance & Coaching System
Learning & Knowledge Platform
Contact:
Jesse Chen — Client Success Manager
Strategy
Staffing
Want more leads and revenue?
Get sales and SDR strategies built around your goals.
Let's Talk
Scope
/project
Tier 1–2 Service Architecture & Playbook Design
Helpdesk Infrastructure & Automation Build
Training & Certification Program Design
Quality & Compliance Assurance Framework
Performance & Coaching System
Learning & Knowledge Platform
Contact:
Jesse Chen — Client Success Manager
Strategy
Staffing
Want more leads and revenue?
Get sales and SDR strategies built around your goals.
Let's Talk
Scope
/project
Tier 1–2 Service Architecture & Playbook Design
Helpdesk Infrastructure & Automation Build
Training & Certification Program Design
Quality & Compliance Assurance Framework
Performance & Coaching System
Learning & Knowledge Platform
Contact:
Jesse Chen — Client Success Manager
Charm®
Charm®
Charm®
The People Behind The Service.
The People Behind The Service.
Be part of our mission
If you’re ready to create and collaborate, we’d love to hear from you.
“We believe great service comes from collaboration. That’s why we work closely with every partner to exceed expectations.”
Team Manager, USA
at Charm®
Luke Goodhue
Blends operational excellence with empathy to serve the public.
Team Manager, USA
at Charm®
Luke Goodhue
Blends operational excellence with empathy to serve the public.
Team Manager, USA
at Charm®
Luke Goodhue
Blends operational excellence with empathy to serve the public.
Team Lead, India
at Charm®
Sujani Rajiv
Oversees training, QA, and compliance.
Team Lead, India
at Charm®
Sujani Rajiv
Oversees training, QA, and compliance.
Team Lead, India
at Charm®
Sujani Rajiv
Oversees training, QA, and compliance.
Tier 2 Advocate, Philippines
at Charm®
Chalesie De La Rosia
Bridges customer care and field operations.
Tier 2 Advocate, Philippines
at Charm®
Chalesie De La Rosia
Bridges customer care and field operations.
Tier 2 Advocate, Philippines
at Charm®
Chalesie De La Rosia
Bridges customer care and field operations.
Operations Supervisor, Nicaragua
at Charm®
Sidmar Rodriguez
Ensures every call, ticket, and escalation is handled efficiently.
Operations Supervisor, Nicaragua
at Charm®
Sidmar Rodriguez
Ensures every call, ticket, and escalation is handled efficiently.
Operations Supervisor, Nicaragua
at Charm®
Sidmar Rodriguez
Ensures every call, ticket, and escalation is handled efficiently.
FAQ.
FAQ.
Got questions? We’ve got answers. Here’s everything you need to know about working with us.
Most go live in 3–4 weeks, depending on size and scope.
Yes — full-time or surge-based staffing.
Zendesk, Freshdesk, Salesforce, and more.
Absolutely — we have templates and call trees ready for advisories.
Yes — English, Spanish, and interpreter access for 200+ languages.
Book a consultation — we’ll design your launch plan immediately.
Most go live in 3–4 weeks, depending on size and scope.
Yes — full-time or surge-based staffing.
Zendesk, Freshdesk, Salesforce, and more.
Absolutely — we have templates and call trees ready for advisories.
Yes — English, Spanish, and interpreter access for 200+ languages.
Book a consultation — we’ll design your launch plan immediately.
Most go live in 3–4 weeks, depending on size and scope.
Yes — full-time or surge-based staffing.
Zendesk, Freshdesk, Salesforce, and more.
Absolutely — we have templates and call trees ready for advisories.
Yes — English, Spanish, and interpreter access for 200+ languages.
Book a consultation — we’ll design your launch plan immediately.
Newest trends and insights from our team.
Newest trends and insights from our team.
Stay informed about our latest projects, trends, and industry insights.
Charm®
Charm®
Charm®
What’s new
with Charm?
What’s new
with Charm?
What’s new
with Charm?
© 2025 Charm®
Let’s talk.
Tell us about your support needs —omnichannel coverage, surge response, or ticketing setup.
Quick response.
If you’re ready to create and collaborate, we’d love to hear from you.
Clear next steps.
After the consultation, we’ll provide you with a detailed plan and timeline.
Let’s talk.
Tell us about your support needs —omnichannel coverage, surge response, or ticketing setup.
Quick response.
If you’re ready to create and collaborate, we’d love to hear from you.
Clear next steps.
After the consultation, we’ll provide you with a detailed plan and timeline.
© 2025 Charm®
Let’s talk.
Tell us about your support needs —omnichannel coverage, surge response, or ticketing setup.
Quick response.
If you’re ready to create and collaborate, we’d love to hear from you.
Clear next steps.
After the consultation, we’ll provide you with a detailed plan and timeline.