Website chat
Do you come out to Beaumont?
Customer service
The same question shouldn’t cost the same staff time every day.
Routine questions can be answered from the business's approved information, while anything uncertain or sensitive is passed to a person with the conversation attached.
How it fits together
Many ways in. One set of answers.
- Website chat
- SMS
- Phone
Approved business information
Services, hours, areas, policies, preparation, booking rules
Answer
When the information covers it
A person
When it does not
Change the source once rather than teaching four separate assistants. Which channels are connected depends on the business.
Ask something customers ask every week
Including one it should refuse.
Pick a question
Two it can answer, and one it should hand over.Demo only · sample information
What the system did
Question received
- Channel
- Website chat
- Time
- 7:24 pm
- Staff online
- None
Stage 1 of 4
After hours
A customer asks what to bring tomorrow.
The office closed at five.
Without the system
The message waits overnight, and they arrive unprepared.
With the system
Answered from the preparation notes, with no staff action.
Fast is useful. Wrong is not.
The system answers from approved business information, and hands off when it cannot do that confidently.
The boundary
Answers when it knows. Escalates when it doesn't.
The system is not allowed to guess. Anything the approved information does not cover goes to a person, with the conversation attached.
The system handles
- Hours, service areas and what you offer
- Preparation and what to bring
- Routine booking information
- Questions the business has already answered
A person handles
- Complaints
- Anything account-specific, including billing
- Unusual circumstances the rules do not cover
- Anyone who asks for a person
RoutineJudgement
Works with
Wherever customers already reach you.
Reaches you through
One conversation log
Writes into
Which channels and tools connect depends on the business. Customers do not care which inbox a team prefers, so the useful version of this is the one that meets them where they already are.
What question does your team answer every day?
Send me the repetitive ones. That is usually the easiest place to see whether a customer-service system is worth building.