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Answer customers faster

Faster replies, without hiring ahead of every busy season

Let the Customer Agent take the routine questions, route the rest to the right person and give every reply the customer’s full context.

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Service Hub's open tickets: 128 open, an 18-minute first response and 94% satisfaction, beside a Customer Agent handoff about a delivery address.

The support playbook

Four steps to faster first replies

One queue, one agent for the routine and people for everything else.

Talk to our team

  1. Bring every channel into one queue

    Email, chat and forms in one help desk. Routing by topic, priority and skill.

  2. Let the agent take the routine

    The Customer Agent answers from approved content. You choose the topics it handles.

  3. Give people the full picture

    Orders, plan and history on every ticket. Summaries when the agent hands off.

  4. Fix the content gaps

    See which questions went unanswered. Write the missing articles once.

A handoff summary prepared by the Customer Agent: what the customer asked, what it checked and a suggested reply, with Send reply, Edit and Dismiss buttons.

What changes

What customers and your team both feel

A Customer Agent card: six months of answered and handed-off conversations, 8,940 answered and 1,212 handed off.

What your service team notices

Customers get an answer to simple questions right away, and a person who already knows their story when it’s complicated.

Your team spends its day on the conversations that need judgment, and the knowledge base gets better every week.

Learn more about the Customer Agent

TRUSTED BY TEAMS IN BANKING, RETAIL, MANUFACTURING AND SOFTWARE

Illustrative customers for this demo.

  • Mercantile Bank
  • KeepCup
  • Suzuki
  • Arduino
  • Allica Bank
  • Panoramic Doors
  • Konica Minolta
  • Threekit
  • Alacrity Solutions
  • MVC Group
  • Viessmann
  • Eventus

Customer stories

Remarkable results, in every industry

Banks, retailers, manufacturers and software companies grow with Hourglass.

Illustrative stories for this demo.

See customer stories

“Our relationship managers see every product, conversation and service request for a business on one record. The Data Agent tells them which owners to call this week, and why.”

Daniel Okafor

Head of Relationship Banking, Allica Bank

  • 27%

    more cross-sell conversations per relationship manager

  • 6 weeks

    from kickoff to the first team live

Tell us what you’re working on, and we’ll show you how Hourglass fits

Talk to our teamGet started free