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For teams answering repeat customer questions

Answer repeat customer questions from your help documents.

We automate routine reply drafts and send complex requests to your team with the conversation attached.

Teegan Johnson, Founder & Chief Growth Officer.30-minute call. No charge.

Book a 30-minute call→
Working example · Sample request
Customer questionDoes my old plan include exports?
Source check

The article does not cover older plans.

Keep the gap with the request.Try the sample support replies ↓
What is included↓Ask a question first↓
Working with teams in Canada and the US

Working example · Sample requests and policies.

A useful answer includes knowing when to stop.

Choose a request. Inspect the supported answer or the exception that reaches your team.

Try a different support boundary

Sample customer request

Where can I download last month's invoice?

Supported reply

Open Settings, choose Billing, then Invoice history. Select the month and download the invoice.
Sample help article: Download an invoice

In Settings > Billing > Invoice history, select a month and choose Download.

The decision

Reply using the help article

The approved article answers the request. In supervised use, the system can reply within the agreed limits.

What lets this reply proceed?

This request is allowed. The approved help document answers it without an account change.

No account action is required to explain these steps.

Routine replies within your limits. A person handles exceptions.No message, refund or account change happens in this example.

Sample customer request

I paid twice. Refund the second payment today.

Suggested handoff reply

I've noted your request about a possible duplicate payment. Our support team needs to check the charges before deciding what to do.
Sample policy: Billing actions

Refunds and payment changes require review and authorization by the support team.

The decision

Pass the request to a person

The request asks for a financial action. The example agent has no authority to issue a refund.

What travels with the request

Conversation
The complete request and suggested reply shown here.
Reason for handoff
A person must verify the charges. No refund amount, eligibility or timing has been promised.
Next owner
The support teammate assigned to this request type.
Routine replies within your limits. A person handles exceptions.No message, refund or account change happens in this example.

Sample customer request

Will our old plan include the new export feature?

Suggested handoff reply

The available help articles do not confirm export access for your plan. Our support team needs to check before giving you an answer.
Sample help article: Export access

Export access is listed for the current Team plan. This article does not describe older plans.

The decision

This question needs your team

The sources describe the current plan, but do not establish the customer's older entitlement. A confident guess would be misleading.

What travels with the request

Conversation
The complete request and suggested reply shown here.
Reason for handoff
The older plan's entitlement is unknown. The reviewer needs the agreed account record or policy.
Next owner
The support teammate assigned to this request type.
Routine replies within your limits. A person handles exceptions.No message, refund or account change happens in this example.

This example shows use after the pilot's reviewed-draft stage and agreed tests.

Customer support pilot

  • One support process for the request types, sources and help desk named in scope.
  • Replies linked to the source article, policy or account record, with missing answers sent to a person.
  • Draft replies your team checks and sends before supervised use begins.
  • A clear handoff with the full conversation, useful account details and a suggested reply.
  • Tests against real tickets, a comparison with the current process and a written handover.

Pricing

US$7,500 audit. A separately scoped build.A paid audit. A separately scoped build.

Audit
The two-week audit costs US$7,500 fixed. It reviews your ticket history, sources and handoffs to define the first build.The two-week audit is a paid assessment with a fixed fee. It reviews your ticket history, sources and handoffs to define the first build.
Pilot build
A pilot costs US$25,000 to US$60,000 fixed over 30 to 90 days. We agree the request types, systems, success measure and stopping rule before the build.A separately scoped, fixed-fee pilot runs over 30 to 90 days. We agree the request types, systems, success measure and stopping rule before the build.
Ongoing support
Ongoing support is separate, from US$8,000/month, with an initial three months, then month to month. Model costs per conversation are metered and reported separately.Ongoing support is separate, with an agreed monthly fee and an initial three months, then month to month. Model costs per conversation are metered and reported separately.

Requests your team handles repeatedly

  • Your team answers the same customer questions in a shared inbox or help desk.
  • You can name the first request types and the sources that explain the answers.
  • Someone on your team can check draft replies and take over requests that need a person.

Actions your support team keeps

  • Extra request types, source connections, help desks or ongoing support beyond the agreed scope.
  • Refunds, cancellations and account changes beyond written limits. These stay with a person.
Customer reply checklist
Customer question
Approved answer
Human handoff
Illustrative walkthrough

From a repeat question to an answer or handoff

Audit: US$7,500. Pilot build: US$25,000 to US$60,000.A paid, fixed-fee audit. A separately scoped, fixed-fee pilot build.

  1. 1Read the customer request

    Start with a request type agreed for the first support process.

  2. 2Find the approved answer

    Use the named article, policy or account record. Keep the source with the answer.

  3. 3Reply within the agreed scope

    Start with drafts your team checks and sends. Move to supervised replies after the agreed tests.

  4. 4Pass exceptions to a person

    Attach the thread and useful account context. Leave refunds, cancellations and decisions outside the limits to your team.

Illustrative support flow. The request types, sources, actions and handoff owner are agreed in scope.

Preparing the support pilot

  1. 01

    Choose the first requests

    Read the ticket history. Name the questions with written answers and the cases a person must always handle.

  2. 02

    Review drafts with your team

    Test answers against your sources. Your team sends the replies and reviews edits before the system speaks to customers.

  3. 03

    Hand off cases that need a person

    Use only the replies and actions agreed in scope. Track resolved requests, handoffs, first-answer time and customer ratings against the starting point.

Relevant work

See how a support pilot works

Our published process starts with real ticket types and the sources behind their answers. Your team reviews drafts before the system starts supervised replies.

See the support pilot process→

Use the steps to agree which requests to handle first and who takes over exceptions.

Show us which customer questions keep coming back.

Use a 30-minute call to describe the requests, your help desk and how the team answers today. Discuss the paid audit and what a first pilot would cover. You do not need to share customer tickets or account access to book.

Teegan Johnson
Teegan JohnsonFounder & Chief Growth Officer
Call agenda and calendar details
  • The repeat questions and the requests that need a person.
  • The help desk, answer sources and person who reviews replies.
  • What the audit would cover and how a pilot would be judged.

30 minutes with the Strataigize team, online. Times show in your timezone. Your calendar invitation confirms the organizer and time, and includes the meeting link.

Ask a question first↓

Prefer email? teegan@strataigize.com

Your consultation

Choose a time, then tell us what matters.

30 minutes with Teegan Johnson, Founder & Chief Growth Officer. Your calendar invitation will include the organizer and meeting link.

Fields marked with * are required.

1. Choose your time

More dates may be available on the booking page.

Choose a time to continue.

2. Your details

A short example and your help desk's name are enough. Leave out customer details, private tickets and login information.

Optional updates

Strat-Ai-Gize Marketing & Automation LTD., 700 W Georgia St, Vancouver, BC V7Y 1B6. hello@strataigize.com. Privacy policy and SMS terms.

By confirming, you ask Strataigize to use these details to arrange your consultation and send its confirmation, reminders and scheduling updates by email. The optional text choice is separate. Privacy policy.

Check your calendar invitation before making another booking. If you need help, email hello@strataigize.com.

Book a 30-minute call

Choose a time on our booking page. It opens in a new tab and shows the times in your timezone.

See available times→
Ask about customer replies+

Teegan Johnson, Founder & Chief Growth Officer, will follow up by email. Fields marked optional can be left blank.

A short example and your help desk's name are enough. Leave out customer details, private tickets and login information.

For optional text updates.

Text updates

Email follow-up is about your request. Unsubscribe anytime. Privacy · SMS terms

Email your question

Support questions

Will it reply before our team reviews it?+

The pilot begins with drafts that your team reviews and sends. Supervised replies start after the agreed tests and review. Requests outside the written scope go to a person.

What happens when the source has no answer?+

The pilot is built to hand the request to a person with the conversation attached when the approved sources do not support an answer.

Can it work in our existing help desk?+

The published service supports Zendesk, Intercom and HubSpot Service Hub through their APIs. The audit checks your tools, access and needed connections before the pilot is priced.

Does the audit include the working support agent?+

No. The US$7,500 audit defines the first support process and build scope. The US$25,000 to US$60,000 pilot is separate. Ongoing support and metered conversation costs are also separate.No. The paid audit defines the first support process and build scope. The pilot has its own scope and fee. Ongoing support and metered conversation costs are also separate.

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