The same twenty questions, answered from scratch

How to read this. The figures below are worked estimates, not a client result. They are modelled on the volumes a typical operational SME runs at, and the arithmetic is shown so you can put your own numbers in. We size the real case against your actual volumes before quoting.

Around 700 support requests a month land in a shared inbox across email and WhatsApp. A large share are the same small set of questions: order status, document requests, opening hours, how to book, what is covered. Each is answered from scratch by whoever picks it up.

Because nothing is structured, nobody can say how long resolution takes, which customers raise the most issues, or which problems keep recurring.

Requests are classified, prioritised and assigned an owner automatically, with the customer record attached. Routine questions are answered from an approved knowledge base on controlled channels, transparently, so nobody is pretending to be a person. Anything outside that scope routes to a human with the full history so the customer does not repeat themselves.

• Hours saved. If 60 percent of 700 monthly tickets are routine and each takes around nine minutes end to end, that is roughly 60 hours a month returned to the team.
• Response time. Routine answers become immediate, at any hour, which is where most of the perceived service improvement comes from.
• Retention signal. Issue patterns per customer become visible while the relationship is still fixable.
• Measurable service. Response and resolution times exist as numbers for the first time.