Customer support where every request has an owner
Every request has an owner until it is resolved
Customers write from their account on your website, in their own language. The request goes to the right queue and gets an owner, and the conversation, team notes and status history are kept together. AI staff sort requests and sum up the essentials, and your team replies to the customer.
A request should not get lost between inboxes, chats and people
Support gets expensive when the customer's question, the person responsible for it and the whole background live in different places. The customer writes again, and the team starts from scratch every time.
Requests come from everywhere
Email, forms and messengers. Two people pick up the same request, and the customer gets two different answers.
Nobody knows who is responsible
The customer waits while the team works out whose job it is. The question hangs, even though everyone is busy.
The background gets lost
Replies to the customer, internal notes and status history are spread across different tools. Whoever takes the request over has to start from zero.
The request, its owner and the resolution — together
Sapphire Support gives your customers and your team one clear path, from the first message to a resolved question. You set the response times.
A customer account in their language
Customers sign in on your website and write in their own language. Sending twice does not create duplicates.
Queues, access and owners
Requests go to the right queue. Each team sees only its own queues, the owner is visible at once and can be changed.
Conversation and internal notes
Replies to the customer and your team's notes are kept in the same request. The customer does not see the notes.
Statuses and history
Every change of status and owner is recorded. You can always check who did what and when.
AI sorts the queue, and decisions stay with people
The AI staff member works only in the queues and with the rights you have given it. Every action is recorded: which AI did what, and on whose behalf.
Sorts and summarises
Reads the request, works out what it is about and sums up the essentials for your team.
Passes it to the right person
Moves the request to the right queue and assigns an owner, or only suggests it if that is how you want it.
Keeps internal notes
Writes down what has already been found out and done, so nobody has to start over when the request changes hands.
Drafts replies and moves statuses
Prepares a draft reply for your team and moves the request to the next status where you allow it.
The Sapphire I.C.D.S. core and Sapphire Support
The core is a multilingual website and AI staff. Sapphire Support adds a help desk to that website: a customer account for requests, queues, owners and the history of every case. The licence is perpetual, with 6 months of updates and support included. Prices are on the Pricing page.
Sapphire I.C.D.S. Core Platform
The base for a multilingual business website: pages, menus, articles, news and AI staff in one system.
Sapphire Support
A customer help desk: requests, queues, assignees, conversations and the full history of every case in one place.
Show us where customer requests get stuck
Describe where requests come from, who answers them and where the time goes: handovers between people, repeated questions or digging up the background. We will suggest how to set it up, what the AI staff can take over and what it will cost.