Keep customers
The problem with customer service is not the difficulty of the requests. It is their number and their repetition.
Requests are processed continuously, and you only retrieve what deserves your attention.
first response time
requests handled and escalated
tickets grouped by customer
The demo
The line empties, except for what is yours.
What is settled with the real data leaves alone. What requires arbitration goes back, already summarized.
Illustrative simulation using sample data. The figures, reviews and positions shown are not measured customer results.
Pending requests
Sunday, 9:40 pm
- Ms. LefèvreWhere is my order?
Actual status sent
- Garage VermeulenHas the chassis arrived?
Actual status sent
- M. CoolsI want to change my order
Change applied
- Mme PeetersBroken item, I ask for something
Climbed in Léna, already summarized
- Boulangerie DenisDuplicate invoice on March
Climbed to accounting
Three requests resolved alone, two escalated to a human, already summarized.
Your team only deals with what requires arbitration.
The problem
What happens today and how we address it.
The problem with customer service is not the difficulty of the requests. It is their number and their repetition.
4 issues left unresolved for months
- The same ten questions come up every week and occupy one person full time.
- A request arriving on Friday evening awaits Monday morning.
- Answers vary depending on who answers, and the customer senses it.
- The customer file is split between the mailbox, the CRM and the memory of a colleague.
Live
A request arrives. See what happens next.
Animated illustrative scenario: approvals and exceptions are defined with your team.
InstagramPrivate messageYour client
Hello, my order was due on Tuesday and I have not heard anything.
Your customer service agent
Hello, I'll check right away.
Your customer service agent
Your package is at the Brussels depot, delivery tomorrow. Here is the follow-up.
Meanwhile, in your tools
Shopify
Order #5107 · shipped, carrier delay
Twilio
New tracking link sent
Slack
Delay reported to your team
Answered in two minutes, on a Sunday, with the actual data.
The short answer
How to deal with customer requests continuously without expanding the team?
Repetitive questions, order follow-ups and status requests are processed immediately based on actual data. Sensitive cases are escalated to one person, already summarized and documented. Your team only processes what requires human arbitration.
What we install
The complete infrastructure for your workflow.
Each step is built, connected to your tools and tested on your real cases before launch.
Mail, form, WhatsApp, social networks, site chat, voice messages. No more sorting between four boxes: a single, prioritized file, with one manager per file.
It is connected to your documentation, your order history, your warranties and your procedures. He responds with the customer's real context, not generalities.
Order tracking, availability, appointment making, invoice to be returned: handled from start to finish. Dispute, dissatisfaction, ambiguous case: transmitted to a human with the file already summarized.
Each file has a deadline. That which approaches the deadline rises, that which exceeds it alert. A customer who has been waiting for forty-eight hours is no longer a discovery.
The reasons for contact are classified and reported: you see which product generates returns, which step in the process creates confusion, which response comes up too often.
Pilot monitoring
What to monitor during the pilot
first response time
Scope and indicator defined before the pilot.
requests handled and escalated
Checked against authorised data and cases.
tickets grouped by customer
Comparison with the starting point after launch.
Orders of magnitude observed on typical deployment scenarios, given to situate the extent of the change. These are not measured customer results: yours are quantified during the audit, on your data.
An example
An online equipment business
Two people spent their mornings answering “where is my order”. The real complaints were drowned in the flood and were discovered in negative opinions.
Illustrative process example, without measured customer results.
Your safeguards
What stays under your control.
Giving a system access affects your data and processes. These are our default safeguards.
You stay in control
We start with approval for every action. Only what you explicitly authorise, case by case, runs on its own.
Your accounts stay yours
Accounts, domains and hosting remain in your name. You can disconnect whenever you choose.
Approvals before sensitive actions
Sensitive actions use drafts and approval queues instead of direct writes.
Questions
The questions we are asked
Will my customers talk to a robot?
They speak to something that responds quickly and accurately, and hands over to a human as soon as necessary. We can clearly announce automated assistance, or keep humans on the front line with the agent in preparation for a response. It's your choice, not ours.
What if he says something stupid?
He works within a defined area, on your sources, and he has the right to say that he does not know. Anything outside its scope is scaled rather than invented. Sensitive categories can remain under systematic human validation.
Do we keep our current tools?
Yes. We plug into it. The goal is not to replace your ticketing tool, it is to stop your teams from doing the work that the machine should be doing.
It rarely resolves itself. In the same area:
We look at your case before promising anything.
A call to understand what is costing you the most today, and to tell you frankly if we are the right person to talk to.