How it works at a company
Tip: turn your phone sideways for a bigger view.
Support teams answer the same questions again and again, while customers wait. And when a problem reaches a person, the customer often has to explain everything again.
The support agent answers only from your own help centre and shows the article behind every answer. It remembers the whole conversation, and for problems it works through the fix one step at a time, checking whether each step worked before moving on.
With every message it judges how urgent the issue is and how the customer feels. When the steps run out, the customer gets frustrated, money or security is involved, or someone simply asks for a person, it hands the case to your team with a short summary: the problem, what was tried, the customer's mood and what to do next. Your team gets suggested replies to answer in seconds.
The support inbox shows every conversation, sorted by what needs a person. Analytics show the issues that keep coming up and the questions your help centre can't answer yet, so you know which article to write next. Once it's written, the agent uses it straight away.
In the live demo, chat as a customer, then switch to the support team's side.