For heads of customer support
Answer the routine tickets automatically and give your agents the hard ones.
A large share of most support queues is the same handful of questions: where is my order, how do I reset this, what is your returns policy. We tag and route each ticket as it lands, answer the routine ones from your own help content and records, and pass the rest to an agent with the context attached.
For support leads running a team of 2 to 50 agents on Zendesk, Freshdesk, Intercom or a shared inbox.
fewer client enquiries after a catalogue portal, for a wholesale jeweller
Read how it was measuredBefore and after
What changes in a normal week.
Today
- Agents read each ticket to work out what it is and who should have it.
- Order status questions mean opening another system and copying the answer back.
- Urgent tickets wait in the same queue as password resets.
- You learn what customers are asking about from a monthly export.
After the build
- Tickets are tagged by topic and urgency on arrival and routed to the right queue.
- Status and policy questions get a reply drawn from your records and help articles, reviewed against rules you set.
- Complaints and complex cases go straight to a senior agent with the order history attached.
- A weekly summary shows the top reasons for contact so you can fix the cause.
What we build
The systems behind the change.
Built in your accounts, at a fixed price agreed after the audit. Builds start at $1,500.
- Ticket triage
Each ticket read and tagged by topic, urgency and customer, then routed to the right queue or person.
- Answers for routine questions
Replies drafted from your help centre and order records, sent automatically for the topics you approve and held for review on the rest.
- Self-service status
A portal or WhatsApp lookup where customers check an order without opening a ticket.
Proof
A team that has already made the change.
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Wholesale jeweller · Distribution Retailer catalogue and order portal 30%faster order processing50%fewer client enquiriesApprovedaccess only Read the story -
Building materials supplier · Distribution Order and dispatch management system 40%less manual time5+stakeholder types kept informedAutoinvoicing Read the story
How it starts
Three steps, each with a price.
- 01Discovery call
Thirty minutes on the work your team does by hand. Free, and you leave with a yes or no on fit.
- 02Automation Audit, $500
One to two weeks with the people who do the work. Each fix gets hours saved and a fixed price. Credited to the build.
- 03Build, from $1,500
Two-week sprints in your accounts, then 60 days of hypercare by the same engineers.
Questions
What people ask first.
What if the AI gives a customer a wrong answer?
It only answers topics you approve, from content you supply. Anything outside those topics, or where it is unsure, goes to an agent, and you can review sent replies each day.
Will customers know they are talking to automation?
That is your choice. We recommend labelling automated replies and letting the customer reach a person with one reply.
Do we have to change helpdesk?
No. We build on Zendesk, Freshdesk, Intercom or the inbox you use now.
Support leads
Bring one process your team still runs by hand.
On a discovery call we look at how it runs today and tell you what it would take to change it, with a price. The call is free.
Book a discovery call