The Customer service agent team
Agents that answer customers on the channels they already use, and hand the hard ones to a person with the context ready.
Service desk: the app the team builds and works in, open to Lena and the rest of your team.
Who’s on the team.
4 agents with one job each. Service Lead leads, and Lena, customer lead, makes the calls.
- Service LeadLeads the teamWatches queues and escalations.
- Front DeskAnswers on WhatsApp, chat and email.
- Order DeskChecks orders and changes them within rules.
- EscalationsPrepares the hard cases for a person.
LenaCustomer leadApproves the steps that matter, from the app or their phone.
It works in the tools you already use.
No new system for your people. The agents read and write where the work already lives.
You keep the final say.
These steps stop and wait in the app, with everything needed to decide. You set the rules, and you can change them as trust grows.
Waits for LenaRefunds above £500
Money back to a customer waits for Lena.
Waits for LenaReplies to a complaint or a legal threat
Anything that could cost the relationship goes to a person.
Waits for LenaChanging an order after it ships
Edits to Shopify records need a yes.
Needs LenaService LeadRefund £640 on order #4498?
A WhatsApp message at 19:40.
The job: answer every customer the same day. Here is one piece of it, step by step.
- Front Desk
Reads “my order 4471 hasn’t arrived”, finds the order in the shop system and sees it is two days late.
- Order Desk
Rebooks delivery for tomorrow, inside the rule that allows free re-delivery under £50, and tells the customer.
- Escalations
Prepares a separate refund case over £500 for Lena, with the order history and the customer’s messages attached.
- Service Lead
Reports the day: 412 answered, 96% the same day, 5 escalated.
- Lena
Lena approves the £640 refund from her phone.
The customer has a delivery date in four minutes and the refund in the morning.
How Service desk reads partway through a month. Example numbers.
Turaco runs this kind of work on Lua.
Common questions
Which channels?
WhatsApp, Messenger, Instagram, web chat, email, SMS, voice and Slack, among others.
Who handles refunds?
Refunds over your limit wait for a person.