Your team answers the same questions over and over while difficult cases wait in line
An agent sorts tickets and drafts answers to repeat questions about delivery, returns and products. Your team sends them, and difficult cases go straight to a person.
- Agent
- ·Expert
- ·Customer
Ticket inbox
- “Where is my parcel?”
- “How do I return the tumbler?”
- “The tumbler arrived cracked”
To approve
EExpert reviewingHello, you can return the tumbler within 14 days30 days of receiving the parcel.
Customer
Answer sent
Ticket: return
You can return the tumbler within 30 days of receiving the parcel.
Complaint passed to the team
Agent: sorts tickets, drafts an answer and passes the complaint to a person.
Expert: fixes the answer and the knowledge base, and your team sends it.
Customer: gets a correct answer, and a person handles the complaint.
What stores come to us with
The same questions every day
Where is my parcel, how do I return this, do you have it in another size.
Difficult cases get lost in the queue
A complaint waits behind dozens of simple questions.
Answers are inconsistent
Everyone on the team answers the same question differently.
How we support customer service
- 1
Agent: sorts tickets and drafts answers from your knowledge base.
- 2
Expert: sets up the knowledge base and rules and makes sure difficult cases reach a person.
- 3
You: send ready answers and have time for the cases that need it.
What it covers
The agent sorts tickets from email and chat, recognises topic and urgency and drafts answers to repeat questions. The expert sets up the knowledge base and hand-over rules, and your team decides on every answer that goes out.
What we need from you
We need access to your inbox or ticketing system, your delivery, returns and complaints policies and a list of cases that must always go to a person.
Questions about customer service
Does the agent answer customers on its own?+
No. The agent drafts an answer, and your team checks and sends it.
What about complaints and difficult cases?+
The agent recognises them and passes them straight to a person, without a draft.
Do you take over all customer service?+
No. Customer service stays with you, and we take the repetitive part off your team.
Let's talk about customer service in your store
We'll go through what slows your sales and takes your team's time.
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