Do you love to wait in lines? 

If you're like most people, I am guessing that answer is no. 

Well the same goes for your customers. Whether it is waiting for that product they ordered or waiting for someone to help them out, it's easy for them to get annoyed with your company if their wait is deemed too long. That’s one of the reasons Amazon decided to offer 2-Day shipping on as many items as possible. 

Another example of companies trying to reduce customer wait time is what Disney implemented years back with their Fast Pass technology. Disney did this to help reduce wait times for their customers allowing them to enjoy more of the amusements offered in the park, presumptively leading to a better overall customer experience. 

What does this have to do with customer support? Well, have you ever called or emailed a support line only to be put on hold or the dreaded “expect and email in 24-48 hours for your resolution”. This is the worst especially with mundane tier 1 support items. 

What if you could offer a fast pass to all of your customers? Get the ones that are remedial and mundane in a different line vs. the serious items needing a more hands on solution? Well this is one of the reasons we built Carin, the most affordable support agent ever. 

Carin is a customer support agent designed to handle nearly all of your tier 1 support items. These items consist of issues like:
  • Why won’t my order go through
  • Why can’t I log in
  • How do I reset my router (etc..)
  • Simple “How to” questions are her specialty

She can comb through any of your manuals or knowledge bases and be up to speed in minutes. Also, any time she doesn’t know something, she will prompt you to teach here. This makes her the easiest support agent to train week in and week out. 

With Carin as your front line of customer support, she will provide a couple of benefits. First, lowering wait times; removing the remedial tier 1 support items from your que. The second benefit is having your support agents working on real customer issues that require additional critical thinking. This help lower burnout and gives them a greater sense of purpose in their role and for their company.

Lower your support Queues and try Carin out today! 

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Ten ways an AI Support Bot will improve your customer experience

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Mainstream media has left little doubt that AI has a strong future in the often repetitive world of customer support.  One of the primary implementations of early AI is in the form of chatbots or chat assistants, and with good reason.  On average, a well planned support chatbot can save companies millions by reducing tier one requests alone.However, there are a number of other ways that adding ... Continue

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Carin - The Real "Support" MVP

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4 Ways Carin Changes the Support Game1. Handle Tier 1 questions and issuesOnce she learns about your product or service, Carin will be your top tier one rep, successfully resolving 50-90% of customer questions.  She has the ability to go deep and uses machine learning to go well beyond simply suggesting knowledge base articles.  She can even be connected to external APIs to answer really tough ... Continue

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Lower Your Support Costs in a Snippet

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One of the main metrics that always comes up is cost per ticket. What is our cost per ticket? Why is it so high? Can’t we work quicker through these issues? Why are our agents dealing with these issues? Customer support is always seen as a costListen, we get it. Customer support is always seen as a cost center and the first department where cuts are made. Is it fair, not in my opinion but, that... Continue

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Streamline Your Support Effort With AI Chat Bots

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One thing that really annoys me is when I hear “Please enter your account information to help you support rep be as helpful as possible” and then the support rep asks me for all of the account info!Seriously, don’t waste my time having me enter everything if you are just going to ask for it after the fact. This is frustrating and seriously mundane for support reps as well.“Was that 5”“No it’s 9... Continue

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This is the official blog of Helpy, the open source helpdesk platform.