The residents do not care about departments. They simply ask, 'Why did you miss my garbage?' or 'What permits do I need?' to whomever they have the email of. Chatbase allows the residents to begin their inquiry and gather information from various pages, including public works, licensing, recreation, and bylaws. We use our standard processes to handle service request inquiries, so that the agent gets the location, clarifies the service requested, and then routes the inquiry accordingly. This is far safer than letting the AI devise a municipal process out of its own accord and answer based on general information.

It was the Helpdesk that became the feature which we valued most in our operations team. It allows to receive buyer questions from the website, questions from sellers via email, and messages via social media. Combining both AI and human tickets together simplifies the handover process because there is always a nice summary with the attachment of the conversation. Saved views and assignments allow to differentiate between buyer delivery issues and seller verification ones without using two different support tools.

We use many different online tools across our organization to manage internal processes and provide better support to our customers. Over the years, I have worked with many software providers and support teams, but my experience with Chatbase has genuinely stood out. We contacted the Chatbase team with a relatively small but very important request for our organization. It was something that would make a significant difference to how smoothly we could operate our customer support, but it was outside the standard options available in our plan. What impressed me most was that the Chatbase team did not simply respond with standard pricing or limitations. They listened carefully, understood our situation, discussed it internally, and found a solution that worked for us. This kind of flexibility and genuine willingness to help is unfortunately quite rare in the software industry. It shows that behind a great product there is also a management and support team that truly values its customers. I am very grateful to the entire Chatbase team for both the quality of the product and the exceptional level of support we have received. From my experience, this is what excellent customer service should look like. Highly recommended.