Customer Support
Customer Support Automation Platform
A multi-channel helpdesk built around automated triage, drafted replies and a managed knowledge base.
Suggested replies cut average resolution time by 40%.
- Multi-Channel
- Helpdesk
- Knowledge Base
Pen01
The problem
- A growing B2B company handled thousands of support tickets a month.
- The tickets came in by email, WhatsApp, chat and API.
- Response times had to come down.
- Manual sorting had to stop.
- Quality had to stay consistent as volume grew.
02
The system
- Tickets, chat, email and WhatsApp share one helpdesk.
- SLAs are tracked, with escalation and priority rules.
- Support teams work through role-based workflows, with audit trails.
- Customers track their own tickets on a portal.
- Teams share canned responses, macros and templates.
03
Where the agents work
How BizBMS runs a system like this today, not a record of this client’s setup: agents do the work below, and nothing is paid, sent or landed until a person approves.
Runs on its own
Biz sorts tickets by intent and sentiment.- Urgent conversations are flagged.
- Replies are drafted from past resolutions and the knowledge base.
- The knowledge base is searched by meaning, so answers come back fast.
- Ticket summaries and handoff notes are written for the support team.
A person approves
- Drafted replies before they are sent.
A demo walks one job through Plan, Execute and Review, and shows where your people approve it.
04
What changed
- Automatic classification cut first-response time.
- Knowledge-base answers made resolutions more accurate.
- Support grew without the headcount growing with it.
- Faster, consistent replies raised CSAT.
- Suggested replies cut average resolution time by 40%.
Related studies
All case studiesLogistics & Supply Chain
Transport & Logistics Management System
Spreadsheet-driven freight processes caused billing disputes.
Automated reconciliation eliminated billing disputes.
Retail & Distribution
Order & Inventory Management System
Catalogues, vendors and dispatch were split across online and offline.
Unified inventory visibility across all sales channels.