Self-service resolution

Resolve the requests customers ask about most, from order status to billing and returns, using the systems where the answers live.

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Self-service resolution

Web chat

Customer: Where is my order?

AI agent: It’s in transit and should arrive Thursday.

Resolved by AI

Resolve common requests without the wait.

  • FAQ and policy answers

    Cover hours, locations, return policy and coverage, all drawn from the knowledge base.

  • Order status and tracking

    “Where is my order” questions are often the single largest contact driver.

  • Account maintenance

    Handle password resets, unlocks, and address, email or contact updates.

  • Billing

    Cover balance inquiries, charge explanations, payments, autopay setup and payment arrangements.

  • Returns, exchanges, refunds and RMAs

    Check eligibility and generate labels.

  • Scheduling

    Book service, technician visits, delivery windows and reservations.

  • Guided troubleshooting

    Walk customers through device resets, connectivity checks and setup.

  • Tickets

    Create, check and update cases.

  • Subscription changes

    Handle plan changes, pauses and cancellations, ideally with a retention offer before the cancellation goes through.

Your team keeps the conversations that need judgment.

These go to a person quickly, with the conversation summary and collected details, so the customer never repeats themselves.

  • Emotionally charged escalations, complaints and bereavement situations
  • Complex disputes, exceptions to policy and goodwill credits beyond set limits
  • High-value or negotiated B2B deals
  • Legal and regulatory complaints

Connect the systems agents need to act.

An answer without the ability to act usually just becomes a transfer. When agents can read from and write to your systems, they can finish the task.

  • CRM
  • Order management
  • Billing
  • Scheduling

More support use cases

Front door and routingLet callers say what they need in plain language, verify who they are and pass the full context to your team when a person is needed.4 use casesBooking and schedulingBook service visits, delivery windows and reservations, then confirm, remind and reschedule by voice or text.4 use casesPayment captureAnswer balance questions, take payments and set up autopay or payment arrangements, with card details handled in a PCI-compliant capture flow.6 use casesProactive and outboundReach customers before they reach you, with notices, updates and alerts they can reply to.4 use cases

See this use case in a demo.

Bring a conversation your team handles every day, and see how a TandemCX agent handles it with your team in control.

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