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 had tested FAQ bots previously and customers just weren’t engaging with them. In this case, the agent is able to really show some value. The order look-up has become a neat card where you see the delivery status, order items, and the tracking button. It’s all included in the chat – customers don’t have to copy the tracking number somewhere else. The procedures proved valuable when dealing with returns. The agent finds the order, verifies the item, determines whether the return period is still open and then proceeds to the next step. That was especially valuable when we had to deal with seasonal staff.

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.