Every request from WhatsApp, web forms and the phone lands in one list.
Customer service automation means collecting requests from every channel in one place and meeting repeat questions with a prepared reply. We set it up so each request reaches the right person. A draft reply is prepared, and someone on your team decides whether it goes out. No message is left forgotten on someone's phone.
- Draft ready
WhatsApp
Price question
- Awaiting approval
Web form
Appointment request
- Answered
Phone
Delivery status
- Passed to team
Email
Return request
Where does the customer service day go?
- 01
Messages pile up in separate places
A WhatsApp message stays on one person's phone, a form email in the shared inbox, a call note on a desk. To see which request got a reply, someone has to ask around.
- 02
The same question is answered again every day
Prices, delivery times, return terms and opening hours come up again and again. Everyone answers from memory, and two colleagues do not always give the same answer.
- 03
Evening questions wait until morning
When the working day ends, nobody is watching the messages. A customer who writes in the evening may have contacted another company by the time you reply.
- 04
Waiting requests never show up in a report
Nobody measures how long a request has been waiting. The problem surfaces only when a customer complains.
We build a fix for each channel and connect them all to the same list.
We decide which channel to set up first by looking at where requests wait longest.
WhatsApp, forms, email and phone in one list
Whatever the channel, each request drops into the same list and the oldest one rises to the top. A draft reply is ready, and a person on your team decides whether to send it.
WhatsApp questions are answered from your own information
We set up the official AI feature that Meta provides in WhatsApp Business, so questions are answered from the information you give it. You can take over a conversation at any moment, and chats no longer live on personal phones.
Calls are picked up after hours too
Incoming calls are handled by a voice assistant: common questions are answered or an appointment goes into the calendar. A question with no answer in the source material is passed to your team.
A form brings a reply for the customer and an alert for your team
When someone fills in the form on your website, a branded reply email goes out. The request reaches the right person in your company at the same time and is written to the customer record.
The team answers from one source
Price lists, return terms and frequent questions are gathered into one searchable source. A new starter gives the same answer as a long-serving colleague, and each answer shows the document it came from.
All customer service work sits on one screen.
Everything we build comes together in a single panel. A manager can see how many requests came from each channel, which ones are waiting and who has them, without asking anyone.
- Requests from every channel appear in one list.
- The longest-waiting request moves to the top.
- Every reply is logged with the person who approved it.
- Past conversations stay on the customer record.
Newsail: form requests go straight into the customer record
We built a multilingual website and admin panel for Newsail, a yacht charter and sales business. Requests from the site's form are written to the customer record automatically, so none get lost in an inbox.
Read the case studyEvery build starts with discovery and carries on after launch.
- 01
Discovery
We get to know the company, its services and the data it holds. It takes about a week; the cleaner the data, the faster the result.
- 02
Demo
We prepare a detailed demo of the solution that came out of discovery and walk you through it.
- 03
Form
If you like the demo, we send a detailed form so your requirements are written down.
- 04
Build
We go through the form together and build the real product.
- 05
After launch
The work does not end at go-live; we keep measuring, reporting and maintaining it.
Customer serviceFrequently asked questions
Customer service automation collects requests from WhatsApp, web forms, email and phone in one list and meets repeat questions with a prepared reply. Your team still decides what is sent to the customer.
Questions are answered through Meta's official WhatsApp Business feature, and only from the information you provide. You can take over at any moment, and anything outside that information goes to your team.
No. Repeat questions about prices, hours or deliveries get a prepared reply. Complaints, returns and negotiations stay with your staff.
The one where requests wait longest. During discovery we look at how many requests each channel brings and how long they wait, then choose the first build.
Discovery takes about a week. The build time depends on how many channels are connected, and the exact timeline is settled at the demo stage.
We write the proposal after we have found the problem together
In a thirty-minute call we listen to how you work and talk through where time and customers are slipping away. If you do not need a digital fix, we will tell you that too.
30 minutes · no preparation needed
