Not on hold. Not on transfer. Not when they switch channel, and not when the campaign that called them has no idea what support already knows.
Everyone has had this conversation. Some of us have had it three times in one afternoon.
Transferred, put on hold, asked to start again. We publish no survey about it. What we can show is the machinery that makes it structurally impossible here.
2
endings a conversation may have
Resolved, or a named person holding it. There is no third state to close a record into.
4
checks every outbound contact passes
Consent, calling window, suppression, frequency, in that order, before a single dial.
0
ways to put a release live untested
The gate compares the compiled version against the tested one. Arithmetic, not a convention.
Roux answers the calls and chats that come in, and makes the calls you promised on the way out, both reading one record of the customer, and both asking the same question before they reach anyone.
One platform rather than four, for one reason that is true on day one: an opt-out said once, anywhere, stops every channel at once.
A refund that was explained twice already. Watch where it ends, and what the record does on the way.
Customer
This is the third time I'm calling about this refund. Every time I have to explain it all again.Roux
You won't have to explain anything. I can see both earlier calls and the refund case.Roux
This one needs approval authority, so I'm handing it to Marta on billing, with everything attached.Marta
I have your whole case in front of me, including what you told us the last two times. I can approve this now.Refunds, deliveries, exchanges
A wrong-size exchange that ends with something done, not something promised.
See retail →Rebookings and callbacks
A cancelled flight rebooked in the same conversation the bad news arrived in.
See travel →Disputes and kept callbacks
The service side handled at once; the regulated part becomes a callback that is tracked until a licensed person has made it.
See financial services →Visits, ports, outages
An outage answered with status truth, and a technician visit moved without a queue.
See telecommunications →Technology, health, media and more
Every version is tested as the exact one that will answer your customers, and cannot switch on until that test passes. Rollbacks pass the same check. There is no skip-the-test button.
Never per seat, and never for the parts that keep you safe. The gate, the watchdog and every login are included in all three plans.
€1,200
Starter, per month plus usage
From 2,000 conversations. Voice €0.38/min, chat €0.55.
€3,500
Growth, per month plus usage
From 8,000 conversations. Voice €0.35/min, chat €0.48, WhatsApp €0.45.
€7,500
Enterprise, from, per month plus usage
From 25,000 conversations. Voice €0.34/min, chat €0.45, WhatsApp €0.42.
A promise that goes quiet is put in front of a person, by name.
60s
between sweeps. It does not share your team's incentives, and it has no way to close a record without an ending.
It hands over to a person, with the relationship attached: what was tried, what the customer already said, what was promised. The handoff has a named owner and a deadline, and a watchdog chases it until the customer has their answer.
No. Every release is tested as the exact version that will answer your customers, and it cannot switch on until that test passes. The check is part of the product itself, so there is nobody who can wave it through.
The phone, and web chat on your site. The phone number is yours and stays yours. Both channels share the same memory of the customer and the same decision about reaching them.
The obligations of each country your organisation operates in are built into the agent before it ships: required disclosures, consent, calling windows. A rule that has been withdrawn cannot make it into a new release, and a release cannot go live for a country it wasn't built for.
Mid-market service teams, roughly twenty to two hundred agents, in the EU and US. Two people usually sign: whoever owns service, and whoever has to defend it. The product treats them as different people, with different permissions.