Fewer contacts are useful when customers can still get the help they need.
Group the incoming questions
Tag a representative period of conversations by customer intent. Separate repeat contacts from new requests. Note where the question originated and which information was missing or difficult to understand.
Fix one visible source of confusion
Choose a common question and improve the relevant page, notification, or product description. Put the answer near the action it affects. A delivery detail is more useful before checkout than buried in a long policy page.
Make self-service easy to leave
Give shoppers clear answers and a route to contact your team. An assistant should help them complete a task, with a handover available when the task remains unresolved. Avoid hiding contact options to improve a volume metric.
Check for an actual improvement
Compare similar periods and watch repeat contact, feedback, and unresolved conversations. A fall in ticket volume can reflect a quieter week or a harder-to-find contact button. Review the experience before claiming a better outcome.
See the experience for yourself.
Bring a shopper question to the interactive demo.
Try a conversation