From your first customer question to customer service that keeps improving
You don't just want a chatbot. You want your customers to be helped better and your team to have less on its plate. That is why it doesn't start with technology, but with the questions you receive. In six steps you go from an inventory to customer service that is live and keeps getting better.
The 6 steps
- Step 1
Mapping your questions
- Step 2
Platform advice
- Step 3
Setting up knowledge and channels
- Step 4
Connecting
- Step 5
Testing with real questions
- Step 6
Live, monitoring and improving
1. Mapping your questions
Which questions come in through which channel, roughly how often, and what should always stay with a person? To find out, we look at real emails, chats and messages together with your team.
You get: an automation plan with priorities: what comes first, what comes later, and what deliberately not.
2. Platform advice
You choose the solution that fits your helpdesk, channels, budget and privacy requirements. We choose what fits each situation, and if what you already have works well, we build on it. The data processing agreement is arranged in this step.
You get: well-founded advice with the trade-offs set out, and a plan for the next steps.
3. Setting up knowledge and channels
Your knowledge is gathered and recorded: your texts, terms and procedures. Tone and boundaries are agreed. Then your channels are connected: website, WhatsApp and email. The phone is possible too, through specialised partners; XPRT sets it up and connects it.
You get: an assistant that speaks your language and knows what it does and does not cover.
4. Connecting
Your order, scheduling, customer or helpdesk system is connected, so questions are not only answered but also resolved: looking up an order status, booking an appointment, recording a report.
You get: customer service that can actually get things done.
5. Testing with real questions
We test with the questions your customers actually ask, including edge cases and the handover to your team. Your team practises along and says what needs to be better.
You get: confidence before you go live, and a team that knows how it works.
6. Live, monitoring and improving
After go-live, conversations are reviewed, knowledge is added and new questions are automated step by step. If you get stuck or something changes in your systems, you have one fixed point of contact.
You get: customer service that gets better after go-live, instead of standing still.
How long does it take?
That depends on your channels and connections. After step 1 you know what is needed, and after step 2 you get a plan with timings.
What it always comes down to
People in control
In every step it is clear what stays with your team, and how a conversation is handed over.
You're not locked in
XPRT is an agency, not a software vendor. You get advice on what suits you.
It's fine to start small
Starting with one channel or a few question types and expanding from there often works best.
Why XPRT
Advice with no stake in one product
We don't earn from any particular helpdesk or chat solution, so you get an honest answer.
Everything in one hand
Knowledge, channels, connections and aftercare: we set up the whole thing.
We stay involved
After go-live we keep an eye on things and keep improving, for as long as you want.
We follow the same principles for website and other projects too.
Frequently asked questions
Where does it start?
With a conversation about the questions you receive. Feel free to bring a few examples, such as emails or chat messages. → See example scenarios
Do I need to prepare a lot myself?
No. What helps is access to your existing information and someone on your team who knows the customer questions well. The rest we work out together.
Can I start with one channel?
Yes. Many organisations start with their website or WhatsApp and add email or other channels later.
What if I already have a helpdesk or chatbot?
Then that is the starting point. In step 2 we look at whether you can build on what is there, and only if something else really fits better will the advice be different.
What happens after go-live?
Conversations are reviewed and the knowledge is expanded. You have one fixed point of contact for questions and changes.
Ready for step 1?
Book a demo and map your customer questions together with XPRT. Or first try for yourself how the AI answers.