About Ridgeline Agency
Customer service is all we do. That focus is why the brands we work with trust us with their customers.
Our Story
Ridgeline Agency started during the pandemic as a solo consulting practice. Robert Durrette had spent years building and running customer service operations, and he saw the same problem everywhere: brands were investing in powerful help desk platforms but struggling to make them actually work.
What started as help desk consulting grew into something bigger. Clients didn't just need their tools configured. They needed people to run them. So we built a second team: dedicated customer service specialists who work as an extension of our clients' brands.
Today, Ridgeline has two teams under one roof. Our Professional Services team implements, migrates, and optimizes the customer service technology behind your support operation. Our Managed Customer Service team provides the trained specialists who handle your tickets, chats, and calls every day.
We're the #1 Gorgias consultancy partner and work across Zendesk, Freshdesk, Intercom, and more. We're a Zapier Gold Partner. And we serve ecommerce and hospitality brands who believe customer service is a competitive advantage, not a cost center.
Our Approach
Every engagement starts with understanding your brand. Your customers, your products, your voice, your standards. We don't run playbooks. We build around you.
Our advantage is that we do both sides: we design the systems and we run them. Most consultancies hand you a plan and walk away. Most outsourced support teams answer tickets without understanding the technology. We do both, which means there's no gap between strategy and execution.
Whether you need a team of 3 handling 10 hours a week or a fully managed operation running 200 hours a week, the approach is the same: learn your brand deeply, build the right systems, put the right people in place, and measure everything.
Our Teams
Professional Services
Our team implements, migrates, and optimizes the customer service technology behind your support operation. Help desks, workflows, automations, integrations. We're practitioners who've done this work operationally, not just as consultants.
What we do:
- Help desk implementation and migration (Gorgias, Zendesk, Freshdesk, Intercom)
- Workflow automation and integration (Zapier Gold Partner)
- Help desk audits and optimization
- Training, documentation, and ongoing retainer support
- AI and automation strategy for customer service
Managed Customer Service
Your brand gets a dedicated team of trained specialists who handle customer service across email, chat, and phone. They learn your products, your policies, and your voice. Your customers can't tell the difference between our team and yours.
What we deliver:
- Dedicated agents assigned to your brand with backup coverage always trained
- Fractional support starting at 10 hours a week, scaling to fully managed teams
- QA on 30–50% of tickets with full performance visibility
- 4.76 average CSAT score across our client base
- Coverage during business hours with evening and weekend options available
Ready to deliver the service your customers deserve?
Let's talk about how Ridgeline can help your team deliver support that builds loyalty.
What We Believe In
Expertise That Evolves
We stay deep in customer service technology and operations. Platforms evolve. Best practices shift. We stay ahead so our clients don't have to.
Partnership Over Service
We're not vendors. We're an extension of your team. Your success is how we measure ours.
Innovation With Purpose
We use AI and automation where they make support better, not where they make it cheaper. Technology should enhance human connection, not replace it.
Results You Can Measure
Response times, CSAT scores, resolution rates, retention. We track what matters and hold ourselves to the same standards you would.
Adaptability By Design
We build systems that flex with your business. Seasonal spikes, new channels, product launches. Your customer service scales without breaking.
Default to Action
We move fast and refine as we go. Real results come from implementation, not slide decks.
Why Ridgeline?
At Ridgeline, we believe exceptional customer experiences aren't just nice to have. They're business critical. When your customers receive outstanding service today, they stay loyal tomorrow.
The name "Ridgeline" reflects our philosophy. While others aim for a single peak before descending, we help businesses reach the ridgeline: that elevated position with clear visibility in all directions and room for continuous forward progress.
Our goal isn't to reach a temporary high point and stop. It's to guide you to a sustainable position where you can see both immediate opportunities and the path ahead. Long-term growth through customer relationships that last.
Santa Barbara Mountain in Honduras, the Ridgeline where our firm got its name.