Twelve jobs inside your support engine. Start with one, or build the whole thing.
Each one is designed, built in your accounts, then run by us or handed to your team. They share the same data, so each one you add makes the others work better.
Order changes
Edits, cancellations and status, finished in every system.
Order changes
Change or cancel orders before the warehouse picks
A cancellation or edit that’s finished in the warehouse and the payment system, then confirmed to the customer once it’s true.
- Ask
- Check
- Do
- Tell
Order status
Resolve “where is my order” with a status customers can trust
A status the customer can act on: where the order is, what happens next, and when you’ll know more.
- Ask
- Look up
- Answer
- Escalate
Delivery & returns
Problems fixed before the customer chases.
Delivery recovery
Recover delayed and lost shipments before customers chase
A stalled shipment becomes a case with a date, a remedy and an owner, before the customer has to ask.
- Detect
- Decide
- Remedy
- Close
Returns and exchanges
Guide returns and exchanges to the right outcome
Each return ends in the right outcome for the order, an exchange, credit or refund, with the warehouse and your books agreeing.
- Ask
- Check
- Offer
- Settle
Product help
The right answer for the exact product and version.
Product answers
Answer product questions from the right version of the facts
Customers get an answer from the current product facts, with the version named, and an honest “we don’t say that” when the facts stop.
- Ask
- Find
- Answer
- Fill gaps
Product diagnosis
Diagnose product problems and hand specialists a complete case
The first questions asked at any hour, and a complete case for the specialist, so nobody asks the customer twice.
- Describe
- Diagnose
- Hand off
- Resolve
Knowledge
One current version of every policy and fact.
Knowledge upkeep
Keep every answer current when policies and products change
One version of every policy and product fact, each with an owner, and a change process that retires the old one everywhere.
- Register
- Change
- Test
- Watch
Agent assist
Give your team source-linked answers and the next step
While the customer waits, your agent sees the answer, the policy it came from and the next action, and decides what to send.
- Read
- Suggest
- Send
- Learn
Quality & proof
Closed means done, and fixes that stick.
Verified resolution
Check that AI and agents actually finished the job
An independent record of what each conversation actually did in your order, warehouse and payment systems, so “resolved” can’t overstate the work.
- Join
- Check
- Review
- Fix
Repeat-contact fixes
Turn repeat contacts into fixes someone owns
The same complaint, found once and owned by the team that can fix it, with a date to check whether it stopped.
- Find
- Brief
- Fix
- Check
People & coverage
Your team, AI and partners, each on the right work.
Coverage planning
Plan coverage across your team, AI and your BPO
A plan for who handles what, and when, built on the work that’s left after AI.
- Forecast
- Plan
- Hand off
- Review
Platform choice
Choose an AI support platform on your own conversations
A shortlist tested on your own conversations, with each vendor’s definition of “resolved” and the full monthly cost side by side.
- Baseline
- Test
- Price
- Decide
Not sure which job comes first? A support review finds it.
We reply within one business day.