All your customer conversations in one place, with AI working alongside your team
Chat on your website, messages in WhatsApp, email in three different mailboxes: when everything is separate, nobody sees the full picture. A well-configured helpdesk brings all your customer contact together, and the AI simply works inside it. With the helpdesk you already have, or one that suits you better.
Example of a helpdesk overview: conversations from website, WhatsApp, email and phone in one list, with a status per conversation and a summary for the team member who takes over.
Sound familiar?
- You have a helpdesk, but it is only half used.
- Conversations through WhatsApp or chat are separate from everything else.
- You don't know which helpdesk suits you, and every vendor says theirs is the best.
- For every question your team has to look up who the customer is in another system.
What it does
The AI puts together an answer from cards in your knowledge base: returns policy, delivery and pickup points.
What your customer experiences
One continuous conversation, whichever channel they choose. They don't have to tell their story again when they move from chat to email.
What your team gets back
One overview of every conversation, clear agreements on who picks up what, and the customer details right in view. The AI answers what it can and prepares a suggestion for the rest.
What happens behind the scenes
Your channels are connected, rules for assignment and priority are set, and your helpdesk is connected to your order, scheduling or customer system. Reports show which questions come in and where things get stuck.
How it works
Mapping. How your customer contact runs today, which channels you use and what your team needs.
Choosing and setting up. Reconfiguring your existing helpdesk, or choosing a new one together that fits your channels, your systems and your privacy requirements. Then channels, teams and rules are set up.
Testing with real questions. Your team works with real conversations in the new setup for a while, and whatever doesn't work is adjusted.
Live and fine-tuning. After go-live we keep an eye on things, set up reports and give the AI more work step by step.
→ In detail: How we work
People stay in control
Example conversation. Customer: I'd like to move my membership to a different location. AI assistant: That's possible. Because your contract is still running, I'll pass you to a colleague. Lisa from the team is taking over Lisa (team): Hi, I'm Lisa. I can see your question, I'll sort it out right away.
Your team decides
The AI is a colleague in the helpdesk, not a replacement. A team member can take over any conversation.
Clear rules
Which questions the AI may answer and which always go to a person is set out clearly and can be adjusted.
Privacy
You know in advance where your customer data is stored and which suppliers work with it. Data processing agreements are put in place with those suppliers.
Why XPRT
Independent advice
We don't sell helpdesk software. We choose what fits each situation, and if your current helpdesk works fine, we keep it.
Setup and connections in one hand
Channels, rules, AI and the connection to your systems: we set up the whole thing, not just one separate part.
Your team can carry on with it
We explain how it works and stay available when something changes.
Frequently asked questions
Do I need to switch to a new helpdesk?
Not necessarily. Your current helpdesk is often fine, it just isn't set up well or isn't connected. Switching is only the advice if it really is a better fit.
Which helpdesk do you recommend?
That depends on your channels, your systems, the size of your team and your privacy requirements. You get advice that sets out the trade-offs, so you can make a good choice yourself.
Can the helpdesk work for multiple locations?
Yes. Conversations can be divided per location or team, with their own opening hours and knowledge per location, while head office keeps the overview.
What happens to my existing conversations and customer data?
When switching, what needs to move and how is decided in advance. You won't lose any customer history you need.
Who helps if something goes wrong after go-live?
You have one fixed point of contact at XPRT for questions, changes and outages.
Not sure which helpdesk suits you?
Book a demo. You get honest advice, even if that means your current helpdesk is fine.