Make responsibility clear.
Assign conversations and tickets to teammates or departments. Keep private notes and request history with the work when somebody else steps in.
Solutions for everyday support
Support that fits
Support that fits
the way you work.
A delivery question isn’t the same as a software issue. We bring the tools around each request together, so your team can give a useful answer, take the next step and keep the customer informed.
One connected platform. Different ways to put it to work.
What does your support day look like?Example workflow
WhatsApp BusinessCustomer enquiryCan the delivery address still be changed?
Your team has the context
The earlier conversation, the customer’s delivery reference and a private note for the team checking dispatch.
A clear next step
Check whether the change is possible, then explain the options and when the customer will hear more.
Website chatCustomer enquiryOur team can’t sign in. Is there a service issue?
Your team has the context
The user’s explanation, a support ticket for the investigation and the service updates your team publishes.
A clear next step
Explain what is known, give the investigation an owner and point affected users to the published updates.
Website chatCustomer enquiryCould you confirm what’s included before we get started?
Your team has the context
The customer’s requirements, earlier messages and the help content your business has prepared.
A clear next step
Give a clear answer, involve the teammate handling the request and keep any follow-up with the conversation.
WhatsApp BusinessCustomer enquiryThe tracking link hasn’t changed. What’s happening?
Your team has the context
The reference shared by the customer, the earlier updates and a ticket for the teammate checking the enquiry.
A clear next step
Find out what has been confirmed, explain what is still being checked and share the next update in the request.
Find the work that feels familiar.
Start with your business, or explore the support you handle most.
Online stores
Before and after the purchase
Be helpful at every
Be helpful at every
part of the order.
Before checkout, a customer wants to know whether an item will suit them. After checkout, they may need help with a delivery, an address or a return. Those questions can arrive on different channels, but they still belong to the same customer experience.
We help your team keep the conversation together, find the relevant information and bring in the right person when a request needs checking. Customers can get a useful answer without the team losing track of what was promised.
Useful tools for this workflow
One way to handle the work
- 01
Keep the enquiry in one place.
Bring website chat and connected business messages into the shared inbox. Keep the details the customer shares with the conversation, so the next teammate has the context.
- 02
Check the details before making a promise.
Use your help content for familiar policy questions. When an address change or return needs another person, leave a private note or give the follow-up a ticket and owner.
- 03
Give the customer a clear next step.
Explain what can be done, what is being checked and when an update is due. Keep the follow-up with the original request so the customer can carry on from there.
What the customer should understand
Whether the change is possible, who is checking it and what to expect next.
Software teams
From getting started to getting unstuck
Help users move forward.
Help users move forward.
Keep them in the picture.
A setup question, an account problem and a service interruption need different kinds of help. Your team needs to understand the issue before deciding whether the next step is an article, a technical investigation or an update to everyone affected.
We bring those parts of support closer together. Keep the user’s explanation with the request, give investigations a clear owner and share service information that helps customers understand what is happening while the team works.
Useful tools for this workflow
One way to handle the work
- 01
Understand what the user is experiencing.
Keep their messages and the details they share together. Use help articles for setup questions, and create a ticket when an issue needs a closer look.
- 02
Carry the investigation through.
Assign the ticket, organise its priority and leave the context for the people investigating. Link relevant support work and service incidents when they are part of the same issue.
- 03
Share progress beyond the conversation.
Publish incident updates and maintenance information through your status page. Give product ideas a place in feature requests, with the roadmap updates you choose to share.
What the customer should understand
What is known, where the request stands and where to follow the next update.
Service businesses
Enquiries that turn into ongoing relationships
Keep the details close.
Keep the details close.
See each request through.
A customer may need to understand what is included, share a change to their requirements or check on an existing request. A useful response often depends on the details of earlier conversations and the person responsible for the work.
We give your team a connected place to handle those enquiries. Keep the context, make the handover clear and turn a longer follow-up into work someone can own. Customers have a familiar place to ask for help and return to their requests.
Useful tools for this workflow
One way to handle the work
- 01
Make the first answer useful.
Answer website enquiries while customers are considering your service. Keep guides and common questions in your knowledge base so useful information is easy to find.
- 02
Bring in the person who can help.
Assign the conversation or ticket to the right teammate or department. Add a private note with the details they need, so the customer does not have to start again.
- 03
Give ongoing requests a place to continue.
Let customers return to their support requests through your Support Centre. Use rules for the routine routing and tagging that help your team organise the queue.
What the customer should understand
What is included, who is handling the request and how to continue the conversation.
Delivery teams
Clear communication when people are waiting
Make a delivery enquiry
Make a delivery enquiry
easier to follow through.
When a delivery update is unclear, customers need someone to explain what is happening. Support may have to check a reference, ask another team for information and come back with an answer. Keeping that work organised matters as much as the first reply.
We help you manage the enquiry from the customer’s message through to the follow-up. Keep the reference they share with the conversation, involve the teammate who can check it and make sure the next update has someone responsible for it.
Useful tools for this workflow
One way to handle the work
- 01
Keep the reference and the history together.
Use the details the customer shares to organise the enquiry. Keep the earlier messages in view when a different teammate takes over or the customer follows up.
- 02
Give the check a clear owner.
Create a ticket when the enquiry needs more work. Assign it to the person or department checking with the delivery team, with the notes they need to continue.
- 03
Explain what happens next.
Share what has been confirmed and what still needs checking. Keep updates with the request so the customer can follow the response without repeating the issue.
What the customer should understand
What has been confirmed, what is being checked and how they will receive the next update.
For growing support teamsMore people helping.
More people helping.
A shared way forward.
As requests grow, the work needs to stay understandable. Who is answering? What has already been checked? Which request needs another department? A larger team should make it easier to help, with everyone working from the same context.
We connect the inbox, knowledge and follow-up tools around the way your team supports customers. Use AI where it helps, keep people involved in the decisions and give routine work a clear path.
See the connected platformPut useful knowledge within reach.
Let the AI support agent answer from your business knowledge, and use Agent Copilot to help a teammate prepare a reply, find information or summarise a conversation.
Take the routine sorting off the team.
Use automation rules for steps such as tagging, assignment and routing. Keep the people helping customers focused on the parts that need their attention.
A practical place to startA few things
A few things
you might be wondering.
Choose a workflow around the support you already handle. The tools can grow with the way your team works.
Can one business use more than one workflow?
Yes. An online store may handle delivery enquiries, product questions and ongoing account requests. These are ways to use the same platform, so your team can combine the tools that help with each kind of work.
Where should a small team begin?
Start with a place to manage incoming requests and the help content you already have. Give each follow-up an owner. Add tickets, AI or rules when those tools help with the work your team is handling.
Can customers keep using their usual messaging channels?
TruCom supports website live chat and connected business messaging through WhatsApp Business, Instagram, Messenger and Telegram. Available connections depend on your account and channel setup. Explore messaging channels for the details.
Do we have to use AI?
No. Your team can handle replies using the inbox, tickets, knowledge and customer-facing support pages. You choose where to enable AI assistance, with a route to your team and Copilot suggestions available for review.
How do we choose the right tools and plan?
Begin with the requests your customers bring you most often. Follow the tool links in each workflow to see how they work, then review plans and pricing for the features and usage that fit your team.
Start with the support in front of youGive your team
Give your team
a clearer way to help.
Bring the right tools around your customers’ questions, and make the next step easier to follow.