Answers from your own documentation, themes before they become churn
We build a grounded answer layer over your help content, tag the queue against a taxonomy you approve, and turn the patterns into a digest the product team reads.
A week in customer support, before and after
- Mon 9:15The same how-to question arrives for the fifth time this month, answered from memory each time.The draft reply cites the help article, and the agent sends or edits it.
- Tue 11:00A customer describes a bug in three tickets under three different names.The tickets are tagged to one theme and the theme is linked to the accounts affected.
- Wed 14:30Product asks what customers complain about most. Support guesses.The monthly digest ranks themes with ticket counts, quotes and the accounts behind them.
- Thu 10:00A renewal call happens without anyone reading the account's last six tickets.The pre-call brief summarises the account's open issues and what was promised.
- Fri 16:00Escalations are found by scrolling.Tickets that match an escalation pattern are flagged for a person to review.
What we build for customer support teams
6 capabilities, each with its own page: the deliverables, the steps, and what is not promised.
Company knowledge base
One connected, searchable place for what your business knows, so new hires, sales and support get the same grounded answer.
See the deliverablesTranscript tagging and classification
Call, interview and support transcripts classified against a taxonomy you approve, each tag linked to the passage it came from.
See the deliverablesDocument and intake extraction
PDFs, forms, emails and transcripts turned into structured records — names, dates, amounts, decisions — queued for a person to approve before they land anywhere.
See the deliverablesChurn and win/loss analysis
Churned, won and lost records tagged with structured reasons and product insights, linked to revenue context and ranked.
See the deliverablesPII protection and data handling
Redaction, minimisation and handling rules for personal data in transcripts, tickets and documents before any model sees them, with residency where your obligations require it.
See the deliverablesAI workflow automation
The workflow your team repeats every week, automated with AI where it helps and plain software where it does not, run beside your current process until you trust it.
See the deliverablesWhat stays under your control
The promises that hold on every engagement, and the ones we do not make on this one.
On every engagement
- Outputs cite the document or conversation they came from, so a person can check before acting.
- A person approves anything that reaches a customer or writes to a system of record.
- Delivery is Slack, email or a document you own. Other channels are not offered.
- Fixed price, agreed before we start. Nothing numeric is published on this site.
The work runs on the TurnkeyGTM platform where it fits, and on plain software where it does not.
Not promised here
- Drafted replies are sent by an agent, never automatically.
- Customer data is minimised and redacted before any model sees it, and stays in Canada where your obligations require.
- We do not replace your help desk; we add a grounded layer to it.
How an engagement runs
One call to scope it, one fixed price to approve, one build you can trust before it goes live, then a handover.
The full process- 1
Scope the work
A thirty-minute call on what your team does by hand every week, where the information lives, and who needs the output.
- 2
Fixed price, ROI up front
You get a written proposal with a fixed price and an honest estimate of the hours it gives back.
- 3
Build beside your process
We design and build the automation and run it next to the manual version until the outputs match and you trust them.
- 4
Hand over, keep it running
Documentation and runbooks so your team owns it.
Questions we get asked
Teams customer support works with
Revenue: Sales, enablement, RevOps and support: the teams closest to the customer record.
Product management
Mine interviews, tickets and churn notes for the requests and the reasons behind them, ranked with the evidence attached.
Learn moreSales enablement
Keep the playbook, the battle cards and the onboarding material current from what reps hear, not from the last offsite.
Learn moreLifecycle marketing
Segment on real engagement, draft sequences from your own material, and keep a person approving what goes out.
Learn moreTell us what your customer support team does by hand.
A thirty-minute call is enough to know whether it is worth automating. Fixed price, agreed before we start.