Support teams resolve issues faster—with context and intelligence

Challenge: Customers provide vague descriptions, missing critical details, back-and-forth clarifications waste time.

Issue type (Login, Billing, Feature) shows specific diagnostic questions, "Login" asks for browser/OS/error message, screenshot upload auto-analyzes for error codes, sentiment analysis detects urgent tone and auto-escalates, similar tickets surface with "Did this help?"

Challenge: Feature requests scattered across channels, no voting mechanism, can't prioritize by customer demand.

Customers describe feature with use case, similar existing requests shown for upvoting instead of duplicates, analytics rank by votes and customer tier (Enterprise customers weighted higher), product team sees demand signals with quoted customer justifications and conversion impact estimates.

Challenge: Bug reports lack reproduction steps, screenshots missing, developers can't replicate to fix.

Form requires: what happened, what should happen, steps to reproduce (repeating section), screenshot/video upload with annotation tools, browser/OS auto-detected, console logs uploadable, severity auto-suggests based on keywords ("can't login" = Critical), routes to dev team with complete diagnostic package.

Challenge: Return requests unclear, eligibility unknown, refund/exchange decisions manual, tracking lost.

Order number validates purchase date and return window eligibility, reason selection ("Defective" vs "Changed mind") determines return policy and restocking fee, photo upload required for damage claims, shipping label auto-generated, refund/exchange/store credit options based on policy, status tracking with customer notifications.

Challenge: Service requests vague, scheduling conflicts, technician dispatch inefficient, customer expectations unclear.

Service type (Installation, Repair, Maintenance) shows specific requirements, location/address validation, preferred time slots with availability checking, photo upload for damage assessment, warranty lookup auto-checks coverage, technician assigned based on location and expertise, SMS updates on arrival time.

Challenge: Low CSAT response rates, negative feedback doesn't trigger follow-up, no pattern recognition across issues.

Rating 1-2 triggers "What went wrong?" and escalates to support manager immediately, rating 4-5 asks for review/testimonial, response sentiment analyzed for themes, analytics show CSAT by agent, issue type, product area with cited customer quotes, trend detection alerts on degrading scores.

Challenge: Escalations happen too late, context lost in handoff, senior support lacks visibility into issue history.

Agent fills escalation reason, impact assessment (revenue/customer risk), original ticket context auto-attached, sentiment score and customer tier visible, escalation SLA starts immediately, senior agent gets full history with timeline, resolution tracked with "What fixed it?" for knowledge base.

Challenge: Agents solve issues but don't document, knowledge base outdated, new agents repeat same research.

After ticket resolution, agent prompted to contribute: "Did you find a new solution?", guided template for Problem-Solution-Steps format, similar KB articles surface to prevent duplicates, manager approves before publishing, contribution tracked for gamification, search analytics show which articles prevent tickets.

Challenge: Account changes require identity verification, fraud risk, inconsistent approval processes across change types.

Change type (Email, Password, Payment Method, Plan) triggers specific verification steps, high-risk changes (payment method) require two-factor auth confirmation, verification questions from account history, change history visible with audit trail, critical changes (ownership transfer) require manager approval and e-signature.

Challenge: Customers cancel without feedback, retention offers inconsistent, patterns in churn reasons missed.

Cancellation reason selection ("Too expensive", "Missing features", "Switching to competitor") triggers targeted offers: pricing complaint gets discount code, missing features shows roadmap and collects votes, competitor switch asks "What do they have that we don't?", analytics rank churn drivers with customer quotes and win-back success rates.