Use case · Customer service
When nobody knows who handles what, everybody handles it twice
A manufacturer of professional equipment receives around 1,400 support requests a month, across a shared mailbox and two phone lines. Seven technicians answer them. Sometimes two of them answer the same customer, and nobody answers another.
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The starting point
A shared mailbox is not a support tool, it is a pile
Everyone sees everything, so nobody is responsible for anything. Is a read message handled? Is an unread one forgotten or in progress? On Friday evening sixty messages remain, and nobody can say which are still waiting for an answer.
- No measurable response time, so no commitment worth making
- Duplicate handling, and lost requests
- ≈ 40% of requests are the same ten questions
- Customers chase because they have had no sign of life
What gets deployed
Make the request somebody's responsibility
- 01
Every request becomes a ticket
Assigned, categorised, time-stamped, linked to the customer and their equipment. This is not bureaucracy: it is the condition for being able to say "who" and "since when".
- 02
A commitment you can see
First response within 4 hours, resolution within 48 for a premium contract. A ticket nearing its deadline changes state on screen; one that passes it escalates to the manager.
- 03
The knowledge base works twice
Written once, it serves technicians inside the ticket and the AI chat on the website. The ten recurring questions get answered without occupying anyone.
- 04
The customer knows where they stand
Immediate acknowledgement with a ticket number, a notification at every change of state. Chasing disappears because its cause disappears.
What it moves
What the setup targets
- 100%
- of requests assigned to someone
- ≈ 40%
- of questions handled by the chat
- 20% → ≈ 5%
- of customers chasing
- 4 h
- first-response commitment, measured
Go further
The building blocks used
Tickets & SLAs
Requests tracked, deadlines kept, delays made visible.
DiscoverShared inbox
Every channel in one team inbox, wired to the CRM.
DiscoverKnowledge base
Your company's knowledge, serving the chatbot and your teams.
DiscoverAI chatbot
The conversational agent that answers on your site, 24/7.
Discover360° customer view
The entire customer relationship on a single record: activities, deals, exchanges.
DiscoverFAQ
Frequently asked questions
Will our technicians accept filing tickets?
The ticket creates itself from the email or the chat: they answer as before, in a queue instead of a mailbox. What they gain immediately is not answering a message a colleague already handled.
Can a ticket be linked to the customer's equipment?
Yes. The installed base is modelled as business objects — machine, serial number, install date, contract. The ticket attaches to it, and a machine's history becomes readable.
Can the AI chat give bad technical advice?
It answers only from your knowledge base and transfers as soon as it leaves it. On safety topics you can forbid it from answering and force a transfer.
How do you measure delays that were never measured?
Every request becomes a timestamped ticket with its SLA, channel and owner. First response time, resolution time and the overdue queue appear in the first week — usually the figure that surprises most.
What about the one customer in five who chased?
They get an acknowledgement, then the status changes on their ticket. Chasing is not impatience, it is missing information: across 1,400 requests a month, that is a lot of contacts that no longer need handling.
Another question? Write to us — a human will answer.
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