Customer service (24/7)
A 24/7 customer service line for orders, status, returns and complaints.
The customer service setup is built for online shops, B2B distributors and SaaS providers. Anna picks up around the clock, identifies the customer, looks up their order in your shop or CRM, and either resolves the request or opens a ticket with full context.
Required integrations
- Shop or order system: Shopify, WooCommerce, Shopware, custom ERP
- Helpdesk: Zendesk, Freshdesk, Intercom, HubSpot Service Hub
- Optional knowledge base: Notion, Confluence, Google Drive (for FAQ answers)
Standard request types
| Request | Tool | Outcome |
|---|---|---|
| "Where's my order?" | lookup_order | Read tracking link, send by SMS |
| "I want to return X" | create_return | Generate return label, email to caller |
| "Wrong size — exchange?" | check_inventory | Reserve replacement, queue exchange order |
| Complaint about defect | create_ticket | Open ticket with audio + transcript attached |
| Premium customer recognised | (auto by phone match) | Route to senior support agent |
Sentiment escalation
Anna escalates to a human agent if she detects frustration in tone for more than two consecutive turns — before the customer hangs up. Configure thresholds in Settings → Escalation.