24/7 customer support
Resolve common questions instantly from your knowledge base, and pass the hard cases to people.
- Website
- Help center
- Helpdesk
- After hours
Same tickets. Still waiting.
Most support volume is the same questions, asked again on weekends and while agents are already in other conversations.
-
T-1842
After hours
2h waitArrived Saturday. First reply waits until the queue opens Monday.
-
T-1843
Order status
RepeatAlready in the help center. Still becomes a ticket.
-
T-1844
How-to
In queueDocumented last year. Customer sits for an answer they could have had now.
-
T-1845
Inconsistent reply
5 versionsFive agents, five answers. The knowledge base is current; the replies are not.
Every ticket forks. Deflect or escalate.
Documented questions never become a queue item. When it needs a person, the agent gets the conversation - not a blank ticket.
Resolved by AI
Deflect
- Order status and billing basics
- How-tos already in the help center
- After-hours first response
- On-brand answers from current docs
Goes to people
Escalate
- Refunds and account exceptions
- Cases that need judgment, not an article
- Angry or high-value accounts
- Anything outside the knowledge base
Customers wait less. The queue actually moves.
Buyers get an answer at the moment they ask. The business deflects repeat volume. Agents spend time on refunds and exceptions.
-
Customers
An answer now, including nights
No sitting in a queue for something already in the help center.
-
Business
More of the demand is served
Repeat tickets stop piling up. Coverage does not stop when the shift ends.
-
Team
Busywork off the plate
Less restating docs. More time for judgment, refunds, and accounts that need a person.
-
< 1 min
First reply for the customer, including after hours
-
36%
Tickets resolved without waiting for an agent
-
50%
Less manual work on questions you already documented
Connects to the stack you already use
- Website
- Help center
- App
- Helpdesk
Train on what you already publish.
Many support bots go live within a day once the sources and escalation rules are clear.
-
Train on the help center
Use the docs you already maintain. Do not rebuild a knowledge base first.
-
Set escalation from top tickets
Start with the top 50 questions. Decide what always goes to a person.
-
Review conversations weekly
Fix the misses in the source, not in a second copy of the answers.