Customer support agents that resolve requests
An agent reads the request, checks your systems and answers, or hands over to a person with the full context.
The problem
- The same questions arrive every day: order status, refunds, account access, opening hours.
- Agents copy information between the helpdesk, the store and the billing system to answer them.
- Response times slip at peak, and the complex cases wait behind the simple ones.
Tools it connects
- Zendesk
- Gmail
- Shopify
- Slack
- WhatsApp Business
- Your billing system
How we measure the results
Every number comes from your own systems and the agent's audit trail, measured against a baseline taken before launch.
1Baseline
Before launch we measure the same numbers for two weeks, from your own systems, so results are compared, not claimed.
2Log every run
Each run writes to the audit trail: time taken, actions, tools touched, handovers and every human decision.
3Weekly report
A short report compares each metric with the baseline and lists the cases a person had to fix.
4Monthly review
With the workflow owner we tune thresholds, fix exceptions and decide what the agent takes on next.
| Metric | How we measure it | Data comes from |
|---|---|---|
| First response time | Median time from a customer's message to the first reply, before and after launch. | Helpdesk timestamps |
| Share of contacts resolved without a person | Tickets closed by the agent and not reopened within 7 days, divided by all tickets. | Audit trail and helpdesk status |
| Time to resolution on escalated cases | Time from handover to close, against the same case types before launch. | Helpdesk |
| Hours returned to the support team each week | Agent-resolved tickets multiplied by your pre-launch average handling time. | Baseline sample and audit trail |
| Customer satisfaction on agent-handled conversations | CSAT scores split between agent-handled and person-handled conversations. | Your CSAT survey |
Frequently asked questions
Still weighing it up? Ask us directly. We reply within one business day.
Ask a questionThat is your call. We recommend saying so, and always making the route to a person obvious.
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