Questions

OFFLINE takes over a defined set of recurring operational responsibilities: inbox and enquiry management, replying to social comments and DMs, order and supplier communication, customer follow-ups, scheduling, weekly Xero reconciliation and invoice chasing. The work is owned rather than assigned task by task.

Founders and owners of established businesses — product brands, service businesses, studios and practices — who are spending their week on customer communication and admin instead of the work itself.

A monthly arrangement against an agreed scope, so the same work is handled the same way every month without being briefed each time.

Between 10 and 40 hours a month, depending on the arrangement. Most businesses with daily customer enquiries need 20 hours or more.

Ad-hoc work at $40 AUD an hour covers one-off tasks without a monthly commitment.

OFFLINE replies to comments and DMs and moderates your channels. It does not create content, post, run ads or set social strategy.

The scope is reviewed and adjusted rather than quietly overrun. Any additional support is quoted before work proceeds.

Yes — entirely, within Australian business hours.

Email and shared inboxes, Xero, spreadsheets, calendars, CRMs, e-commerce platforms and helpdesk software. Your existing systems are used rather than replaced.

No. Reconciliation is included where you use Xero. If you use something else, that part of the scope is agreed at onboarding.

Week one covers access, priorities and assessing the current backlog. Weeks two and three clear that backlog and establish tone of voice and response templates. From week four the work runs at a steady state, documented so it happens the same way each month.

Because handing work over properly takes longer than a month. The minimum means processes are established and documented rather than started and abandoned.

One point of contact by email, plus a regular check-in you do not have to initiate. Customer-facing communication is written in your tone of voice.

Access is limited to what the agreed work requires and credentials are stored securely. Client information and business operations are treated confidentially.

Yes — signed before any access is granted, if you want one.

A reply within one business day outlining what could be taken off your plate. If it looks like a fit, a video call is set up to go through your operations in more detail and confirm scope before anything is agreed.