Web chat
On your website
Customer: Can I change my delivery address?
Support Agent: Yes. I’ve updated it for this order.
Logged in TandemCX
Support Agent
Answers common support questions and brings in your team when a customer needs a person. Your team sets the rules and steps in when a customer needs a person.
Support Agent
Return policy exception
Customer
Can I return this after the return window?
Support Agent
This needs an exception to the return policy. I’m asking a supervisor to review it.
Needs assistance
What the Support Agent handles
- Answers common support questions
- Brings in your team when a customer needs a person
- Asks a supervisor to review policy exceptions
When your team steps in
When a request falls outside your policy, the Support Agent pauses and asks your team to sign off in Slack or Teams.
One agent across voice, chat and messaging.
Let customers reach the same agent by phone, web chat or message. Manage the conversations in TandemCX.
Support AgentActive on 3 channels
AI handling
Messaging
Text message
Customer: Is my return approved?
Support Agent: It is. Your refund is on the way.
Delivered
Logged in TandemCX
Voice
Phone call
Caller · My device stopped charging.
Support Agent · Let’s fix that. I’ll walk you through a quick reset.
Logged in TandemCX
Get your first agent ready
Pick a job, connect the tools and set the rules. Test your agent before it handles customer conversations.
Start with one agent
S
Setting upSupport Agent
Getting things ready
Pick an agent
Where could your team use help?
Support · Booking · Orders · Sales · Accounts
Connect your systems
What should your agent have access to?
CRM · Scheduling · Helpdesk · Commerce · Business data
Choose your channels
How do customers reach you?
Web chat · Messaging · Voice
Set your controls
When should it involve your team?
Supervised · Guided · Independent
Ready to test
Your agent can now receive a call
Meet the other agents.
Booking AgentHelps customers book, change or cancel appointments.Meet the Booking Agent Order AgentChecks order status and gives customers delivery updates.Meet the Order Agent Sales AgentAnswers product questions and helps customers find the right fit.Meet the Sales Agent Account AgentHelps customers understand their account and balance.Meet the Account Agent
See TandemCX in action.
See agents handle routine customer work, ask for approval and hand conversations to your team.
Support Agent
A focused place to start
1
Pick an agent
2
Connect your systems
3
Set your controls
Start with one agent. Stay in control. Add more when you’re ready.