[Programs](<https://www.thekeating.co/programs/>) / [Customer service & support](<https://www.thekeating.co/programs/customer-operations/>) / [Use cases](<https://www.thekeating.co/programs/customer-operations/use-cases/#main>)

[The support engine](<https://www.thekeating.co/programs/customer-operations/#look-inside>) [Start a review](<https://www.thekeating.co/contact/?source=discovery&landing_path=%2Fprograms%2Fcustomer-operations%2F&intent=discovery&cta_page=%2Fprograms%2Fcustomer-operations%2F&cta_placement=navigation&program=customer-operations>)

# 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.

1.  [Order changes **2**](<https://www.thekeating.co/programs/customer-operations/use-cases/#area-changes>)
2.  [Delivery & returns **2**](<https://www.thekeating.co/programs/customer-operations/use-cases/#area-recovery>)
3.  [Product help **2**](<https://www.thekeating.co/programs/customer-operations/use-cases/#area-product>)
4.  [Knowledge **2**](<https://www.thekeating.co/programs/customer-operations/use-cases/#area-knowledge>)
5.  [Quality & proof **2**](<https://www.thekeating.co/programs/customer-operations/use-cases/#area-quality>)
6.  [People & coverage **2**](<https://www.thekeating.co/programs/customer-operations/use-cases/#area-coverage>)

01

## 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.
    
    1.  Ask
    2.  Check
    3.  Do
    4.  Tell
    
    [Change or cancel orders before the warehouse picks](<https://www.thekeating.co/use-cases/order-changes/>)
    
-   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.
    
    1.  Ask
    2.  Look up
    3.  Answer
    4.  Escalate
    
    [Resolve “where is my order” with a status customers can trust](<https://www.thekeating.co/use-cases/order-status-resolution/>)
    

02

## 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.
    
    1.  Detect
    2.  Decide
    3.  Remedy
    4.  Close
    
    [Recover delayed and lost shipments before customers chase](<https://www.thekeating.co/use-cases/delivery-recovery/>)
    
-   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.
    
    1.  Ask
    2.  Check
    3.  Offer
    4.  Settle
    
    [Guide returns and exchanges to the right outcome](<https://www.thekeating.co/use-cases/returns-exchanges/>)
    

03

## 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.
    
    1.  Ask
    2.  Find
    3.  Answer
    4.  Fill gaps
    
    [Answer product questions from the right version of the facts](<https://www.thekeating.co/use-cases/product-answers/>)
    
-   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.
    
    1.  Describe
    2.  Diagnose
    3.  Hand off
    4.  Resolve
    
    [Diagnose product problems and hand specialists a complete case](<https://www.thekeating.co/use-cases/product-diagnosis/>)
    

04

## 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.
    
    1.  Register
    2.  Change
    3.  Test
    4.  Watch
    
    [Keep every answer current when policies and products change](<https://www.thekeating.co/use-cases/knowledge-upkeep/>)
    
-   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.
    
    1.  Read
    2.  Suggest
    3.  Send
    4.  Learn
    
    [Give your team source-linked answers and the next step](<https://www.thekeating.co/use-cases/agent-assist/>)
    

05

## 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.
    
    1.  Join
    2.  Check
    3.  Review
    4.  Fix
    
    [Check that AI and agents actually finished the job](<https://www.thekeating.co/use-cases/verified-resolution/>)
    
-   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.
    
    1.  Find
    2.  Brief
    3.  Fix
    4.  Check
    
    [Turn repeat contacts into fixes someone owns](<https://www.thekeating.co/use-cases/voice-of-customer-loop/>)
    

06

## 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.
    
    1.  Forecast
    2.  Plan
    3.  Hand off
    4.  Review
    
    [Plan coverage across your team, AI and your BPO](<https://www.thekeating.co/use-cases/coverage-planning/>)
    
-   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.
    
    1.  Baseline
    2.  Test
    3.  Price
    4.  Decide
    
    [Choose an AI support platform on your own conversations](<https://www.thekeating.co/use-cases/support-platform-choice/>)
    

## Not sure which job comes first? A support review finds it.

[Start with a support review](<https://www.thekeating.co/contact/?source=discovery&landing_path=%2Fprograms%2Fcustomer-operations%2F&intent=discovery&cta_page=%2Fprograms%2Fcustomer-operations%2F&cta_placement=closing&program=customer-operations>) [**Talk it through first**15 minutes](<https://cal.com/nkeating/15min>)

We reply within one business day.

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Source: [https://www.thekeating.co/programs/customer-operations/use-cases/](<https://www.thekeating.co/programs/customer-operations/use-cases/>)

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