Product tour · Demand
SupportNobody left waiting. Nothing left unsaid.
Who is waiting on us, and what is still unresolved. Every question from every channel goes into one queue, with whoever has waited longest at the top. Simmi, the business's AI, answers the easy ones, and an agent drafts the rest.
- 6 hrsMark EllisEmail · refund for a cancelled classno reply
- 2 hrsAisha KhanPortal · can't change her bookingdrafted
- 20 minGuest visitorWebsite · handed over by Simminew
- —14 questions answered by SimmiTimetable, parking, pricesdone
Every question, from every channel, in one queue.
Customers ask wherever they happen to be. Simma gathers every question into one place and puts each person's whole history beside it.
The customer portal
Signed-in customers raise a ticket about a booking, an order or a bill, with the details already attached.
Website forms
Visitors who aren't customers yet can ask too, and questions that are really sales go to Sales.
Messages to the business's support address arrive as tickets and are threaded, so replies stay together.
At the desk
Something raised in person is logged in a few taps, so it isn't forgotten when the desk gets busy.
Help articles
Answers published once and found by customers and by Simmi, so the same question stops coming in.
Built around how long someone has been waiting.
An unanswered customer makes no noise. They just stop coming back. So Simma sorts by waiting time, and it's built for the owner who is also the whole support team.
Longest wait first
The person who has waited longest is at the top, never buried under the newest message.
It comes to you
New questions reach the owner in their inbox and on their phone. They don't have to remember to check.
A team of one is normal
No assignment clutter for a business of one. Round-robin and routing appear only when there's a team.
The agent reads the history. The reply is ready.
Every draft is written with the customer's bookings, payments and policies in view, so the answer is right the first time. The owner sends it, because a reply goes out in the business's name.
From the first question to a happy customer.
Promises kept
- Reply and resolution targetsSet to the business's own hours.
- Warnings before a breachNot reports after one.
- Routing when there's a teamRound-robin and auto-assignment, off until needed.
An AI that knows the business
- Answers from real informationThe timetable, prices, policies and the customer's own bookings.
- Hands over wellTo a person, with the conversation so far.
- Open all nightQuestions at 11pm get answered at 11pm.
Fewer questions next month
- Saved repliesThe best answers, reused and kept up to date.
- Help articlesPublished once, found by customers and the assistant.
- Satisfaction ratingsHow each conversation felt to the customer.
It finds the question behind the questions.
Tickets, chats, bookings and the website share one record. So Simma can see who's waiting and what keeps going wrong. A help desk only sees the tickets.
"Two people have been waiting more than four hours for a first reply."
"Six tickets this month were about the same booking-change step."
"You answered Sarah nine days ago and heard nothing back."
"Mark has raised three tickets about billing in a fortnight."
"Four people asked about parking. Nothing on your site answers it."
"Two tickets closed at 2 out of 5 this week."
Charlie answers. Oli fixes the cause. The owner makes the call.
Charlie, the customer agent, drafts every reply with the customer's history in view. When the same question keeps coming in, Oli, the operations agent, suggests fixing what's causing it. Nothing is sent or changed without the owner. Meet the agents →
"Mark has waited 6 hours about a refund. We cancelled his class and still took the credit. I've put it back and drafted an apology with a Thursday place."
"Six tickets this month were people stuck changing a booking in the portal. I've drafted a help article and a clearer button label. That should stop most of them."