The three tickets an agent should never answer

A support agent that answers everything is a liability. Ours answer most order questions in under a minute, and they are built to step back from three kinds of message.

Anything about harm

An injury, an allergic reaction, a plant that made a pet ill. These go to a person straight away, with the order and the customer’s history attached.

Anything unhappy twice

One frustrated message is normal. A second one in the same thread means the first reply did not land. The agent drafts a reply and hands it over instead of sending it.

Anything that changes the rules

Refunds above your limit, exceptions to a policy, a discount you have not offered before. The agent can suggest one; only a person can approve it.