Solutions
Five ways in. One platform.
There is no support edition and no enterprise edition. A solution here is a combination of apps you already have.
Customer support
Chat in one tool, email in another, the answer in a document nobody can find.
Chat and tickets resolve to one record, with the article one click from the composer.
Self-service
The same twenty questions every week, and the help centre is out of date.
A help centre provisioned in a few steps, with analytics naming the gaps.
AI-assisted service
Bots either send confident nonsense or bail the moment it gets interesting.
AMI runs inside your workflow with a confidence floor and a turn limit you set.
Support operations
Breaches are found afterwards, and routing depends on who happens to be looking.
Policies start the clock, checks branch on SLA health, escalations are recorded.
Service leadership
The weekly figure is assembled by hand and never matches what the team sees.
Nine reports reading the same records the team worked in all week.
Customer support
Stop rebuilding context on every request.
Today: Chat in one tool, email in another, the answer in a document nobody can find.
What it takes
One set of statuses, priorities and categories across chat and tickets
Public replies and private notes on the same timeline
Articles pulled into a reply from the composer
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Self-service
Answer it once, publicly, for good.
Today: The same twenty questions every week, and the help centre is out of date.
What it takes
Articles, categories, FAQs and news on your subdomain or your own domain
A no-result search table listing the questions you have not answered
AMI answering from those same articles before a person is involved
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AI-assisted service
Automation with a floor and a ceiling.
Today: Bots either send confident nonsense or bail the moment it gets interesting.
What it takes
Knowledge lookups gated on a confidence percentage you choose
Handover after a set number of replies, into the human path
Drafts, summaries and suggested priorities that an agent confirms
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Support operations
The escalation path stops being a document.
Today: Breaches are found afterwards, and routing depends on who happens to be looking.
What it takes
Triggers on approaching targets, not only on missed ones
Clocks that pause while you wait on the customer, and resume
Warn the agent at one threshold, escalate to a manager at the next
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Service leadership
One number everybody already agrees with.
Today: The weekly figure is assembled by hand and never matches what the team sees.
What it takes
Executive overview with support volume and channel mix
Attainment against per-priority first-response and resolution targets
Capacity and coverage beside the service numbers, same workspace
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Where to start
Conversations first.
- 01
Live Chat and Support Tickets
Every request onto one record. That alone removes the handover cost.
- 02
Knowledge Base
Publish the answers you keep retyping, then attach them to replies.
- 03
Workflows, then AMI
Encode the process. AMI has more to work with once the other three exist.