Customer Success & Support
AI-Powered Customer Support Excellence
Transform customer support operations with intelligent tier 1 automation, instant technical documentation access, and seamless escalation management—deflecting 50-60% of routine inquiries and reducing average handle time by 35-45%.
50-60% ticket deflection
35-45% faster resolution
24/7 availability
Tier 1 Support & Documentation Automation
Provide instant, accurate answers to customer inquiries with source citations from help documentation, knowledge bases, and policy manuals—deflecting 50-60% of tier 1 tickets and reducing average handle time by 35-45%.
- Automated responses to product, billing, and policy questions
- Instant technical documentation and troubleshooting access
- Code examples, configuration steps, and known issue lookup
- 24/7 self-service support across all time zones
Escalation Intelligence & Onboarding Support
Automatically capture full conversation context, identify core issues, route to appropriate specialists, and provide 24/7 onboarding support—reducing escalation resolution time by 40-50% and onboarding support burden by 45-55%.
- Context-preserved escalation with full conversation history
- Intelligent routing to domain experts and specialists
- Self-service onboarding with setup guides and best practices
- Integration documentation and training material access
See It In Action
Product Feature Question
How do I enable two-factor authentication for my team members?
Enabling 2FA for Team Members:
Admin steps:
1. Navigate to Settings → Security
2. Enable "Require 2FA for all users"
3. Set grace period (recommended: 7 days)
4. Click "Save Changes"
User setup:
Team members will receive email prompts to configure their authenticator app within the grace period.
Reference: Security Guide Section 3.2
Admin steps:
1. Navigate to Settings → Security
2. Enable "Require 2FA for all users"
3. Set grace period (recommended: 7 days)
4. Click "Save Changes"
User setup:
Team members will receive email prompts to configure their authenticator app within the grace period.
Reference: Security Guide Section 3.2
Technical Troubleshooting
API returning 401 errors after token refresh. What's the issue?
401 Error After Token Refresh:
Common causes:
• Clock skew between client and server (>5 min)
• Refresh token expired (30-day lifetime)
• Invalid token signature
✓ Resolution steps:
1. Verify system clock synchronization (NTP)
2. Check token expiration: `exp` claim in JWT
3. Re-authenticate if refresh token expired
Reference: API Authentication Guide
Common causes:
• Clock skew between client and server (>5 min)
• Refresh token expired (30-day lifetime)
• Invalid token signature
✓ Resolution steps:
1. Verify system clock synchronization (NTP)
2. Check token expiration: `exp` claim in JWT
3. Re-authenticate if refresh token expired
Reference: API Authentication Guide
Billing Policy Question
Can I upgrade mid-cycle and get prorated billing?
Mid-Cycle Upgrade Policy:
✓ Yes, prorated billing applies:
• Upgrade takes effect immediately
• You're charged prorated amount for remaining days
• Credit applied for unused portion of current plan
• Next invoice reflects full new plan price
Example:
15 days into 30-day cycle → charged 50% of price difference
Reference: Billing FAQ Section 2.4
✓ Yes, prorated billing applies:
• Upgrade takes effect immediately
• You're charged prorated amount for remaining days
• Credit applied for unused portion of current plan
• Next invoice reflects full new plan price
Example:
15 days into 30-day cycle → charged 50% of price difference
Reference: Billing FAQ Section 2.4
Integration Setup
How do I connect our Salesforce instance to sync customer data?
Salesforce Integration Setup:
Prerequisites:
• Salesforce admin access
• API enabled in your Salesforce org
Setup steps:
1. Go to Integrations → Add Integration
2. Select "Salesforce" and click "Connect"
3. Authorize OAuth connection
4. Map fields (auto-suggested)
5. Configure sync frequency
Reference: Integration Guide - Salesforce
Prerequisites:
• Salesforce admin access
• API enabled in your Salesforce org
Setup steps:
1. Go to Integrations → Add Integration
2. Select "Salesforce" and click "Connect"
3. Authorize OAuth connection
4. Map fields (auto-suggested)
5. Configure sync frequency
Reference: Integration Guide - Salesforce
Onboarding Support
New customer: What's the recommended setup sequence for enterprise deployment?
Enterprise Deployment Sequence:
Week 1: Foundation
• SSO/SAML configuration
• User provisioning and roles
• Security policy setup
Week 2: Integration
• Connect core systems (CRM, ERP)
• Data mapping and validation
Week 3: Pilot
• Deploy to pilot group (10-20 users)
• Gather feedback and refine
Reference: Enterprise Onboarding Guide
Week 1: Foundation
• SSO/SAML configuration
• User provisioning and roles
• Security policy setup
Week 2: Integration
• Connect core systems (CRM, ERP)
• Data mapping and validation
Week 3: Pilot
• Deploy to pilot group (10-20 users)
• Gather feedback and refine
Reference: Enterprise Onboarding Guide
7 minutes
Average handle time
vs. 12-15 minutes manual
35-45% faster resolution
35-45% faster resolution