Methodia
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Customer support

Context ready, before the reply.

Before replying, someone has to work out who is writing, which order or case it is about and what has already happened. AI and integrations retrieve this information from your systems and prepare it for the operator.
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Example flow

A request arrives inside a story.

The message is short. Replying takes information that lives in different systems.
Customer message
«It still hasn’t arrived.»

AI and integrations

  1. Who is writingRecognised by address or number and linked to the customer record.
  2. Order or caseSearches for the linked orders and cases and flags when a reference is missing.
  3. In the systemsThe current status, from ERP, warehouse or courier.
  4. Already happenedPrevious contacts and replies already given, summarised.
  5. Who steps inThe right operator gets the case with its context, what is missing and, if useful, a draft reply.

What AI and integrations do

Less searching, more time for the cases that matter.

Recognise

  • Who is writing and what about.
  • The linked case or order.
  • The urgency and type of problem.

Retrieve

  • Status and history from the systems you already use.
  • Previous communication, summarised.
  • Useful documents and references.

Prepare

  • Assigns the case to whoever should step in.
  • Suggests a reply when the case is simple.
  • Leaves the delicate decisions to the operator.

Before you start

What can be automatic, what stays with a person.

How we work, step by step

What can be automatic?

Recognising the customer, finding the order or case, retrieving status and history, assigning the case. For simple, recurring questions also a draft reply, if you decide it is useful.

What stays with a person?

Complaints, sensitive cases, decisions with consequences for the customer and anything the software cannot link with certainty. The operator receives the case already prepared and decides.

Do you need a chatbot?

Not necessarily. A lot of time is lost before the reply, looking for information across different systems. The channel to the customer can stay the one you use today.

What do we need to start?

Examples of typical requests, the list of systems where information is looked up today (management system, CRM, warehouse, courier) and how you decide who replies.

Further reading

Let’s start from a typical request.

Tell us what customers write, where you look for information and who replies.

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