Customer support
A customer service knowledge base your agents can ask
Reps ask in Slack and get the answer from your help center and policies, with the page it came from. When a page is out of date, one sentence fixes it.
Free trial on install. No card needed.
@Kipwise what is our process when a customer wants to downgrade mid-contract?
Mid-contract downgrades: 30 days’ notice, and the unused term is refunded pro rata.
That's out of date, it's been 60 days since July. Update the page.
Change the notice period on Mid-contract downgrades from 30 to 60 days?
Change the notice period on Mid-contract downgrades from 30 to 60 days?
✓ Approved by Gus FerreiraMid-contract downgrades
Customers can downgrade at any time. The unused term is refunded pro rata.
Notice period
60 days’ notice, since July.
Edited by Gus Ferreira · via KipwiseSample data
One job, in a thread
Day 40, and the customer wants a refund
Ask what to tell the customer. The agent reads the conversation and the policy and drafts an internal note. Sending is a separate step behind an Approve card.
- Draft only: nothing is sent to the customer.
- Source shown on every answer.
@Kipwise this customer wants a refund on day 40, what do we tell them?
Here is a draft internal note for the conversation:
Day 40 is past the 30-day window in Refund policy. Gus owns exceptions; suggest a credit instead.
Good. Reply to the customer with the credit.
Send this reply to Acme: “We can offer a credit instead of a refund.”?
Send this reply to Acme: “We can offer a credit instead of a refund.”?
✓ Approved by Hollie BrandtSample data
Read the ticket, send the reply
Ask about a ticket and the agent reads it from Zendesk. A public reply shows the exact sentence on an Approve card first.
@Kipwise what is the status of the Acme ticket?
One open ticket from Acme:
- Status
- Open
- Priority
- High
- Waiting on
- Us
Reply that we're issuing the credit.
Send this reply to Acme: “We are issuing the credit today.”?
Send this reply to Acme: “We are issuing the credit today.”?
✓ Approved by Gus FerreiraSent. The public reply shows under your Zendesk user.
Sample data
What it does for this team
- Answer from the page
- Policies and how-tos with the page they came from.
- Fix the page
- Tell the agent what changed; it updates the page after an Approve.
- Read the ticket
- Status and details from Zendesk or Intercom in the thread.
- Draft the reply
- An internal note first. Anything a customer can see waits for an Approve.
- Chat widget
- Your help center answers visitors first and hands over to a person.
Questions
How does an AI agent help a customer support team?
It answers a rep's question from your help center and policies with the source shown, drafts the internal note, and sends a customer reply only after an Approve.
Can it read our Zendesk or Intercom?
Yes. It can read tickets and conversations, add an internal note, and reply. A public reply always waits for an Approve card.
Does it answer customers directly?
The website chat widget answers visitors from your public help center only, with the source shown, and hands off to a person when asked.
How do we keep the knowledge base current?
When a page is out of date, say so in the thread and ask the agent to fix it. It shows the change on an Approve card and the edit is under your name.