Support by email means asking who they are and what plan they are on every time. Inside the product, that context comes attached, and most questions can be answered before they are asked.
What's Included
- Tickets raised in context with the account and plan attached.
- A help library that answers the repeats before a ticket is raised.
- Response targets by plan so priority is a rule rather than a mood.
- An assistant that answers from your help articles and hands over the rest.
How To Use
- Attach account context automatically. Never ask a customer to repeat it.
- Write a help article the second time a question is asked.
- Set response targets by plan and measure against them.
- Let the assistant say it does not know. A confident wrong answer costs more.
Turn the themes into requests on the feature board, and extend it with customer support prompts.