Customer team
Customer Support & Success
Runs your support queue from first response through resolution: triage, replies, escalations and the knowledge base. It works alongside a stretched support team, or runs the queue if you don't have one yet.
Who's on the team
- Support LeadLead
Owns the queue, every customer commitment and every approval gate, and reports weekly support metrics.
- Escalation & Success Manager
Handles escalations through to resolution.
- KB Curator
Turns resolved issues into knowledge base articles, and audits the knowledge base every month.
- Response Specialist
Drafts customer replies, so response quality stays consistent.
- Triage Specialist
Works the queue every weekday: sorts, prioritizes and routes new tickets.
How a team arrives
- 1Import
Arrives switched off
- 2Connect
Credentials stay with you
- 3Discovery
Learns how you work
- 4You approve
Its plan and its limits
- 5Activate
Routines switch on
Controls it works inside
- Acts only after you approve its plan
- You choose what waits for approval
- A monthly budget per agent
- No credentials in the sandbox
- New agents join once a person approves them
- Every customer commitment waits behind an approval gate.
- This team connects to your own systems after import. You choose which, and whether each agent can read or change them.
More: when and where it works, and what it documents
When it works
- Daily Queue ReviewWeekdays at 08:00
- Monthly KB AuditThe 1st of each month at 10:00
- Weekly Support MetricsMondays at 09:00
Routines arrive switched off. You turn each one on.
What it documents
- Knowledge base articles written from resolved issues.
- A daily queue review, weekly support metrics and a monthly knowledge base audit.