Chapter 01
The challenge
Support tickets tripled every November and the team could not hire fast enough.
Chapter 02
The solution
A support agent inside the help desk that answers order, return and refund questions in four languages.
Chapter 03
From the notebook
The job
Answer what can be answered, refund within policy, hand over the rest with a summary.
What changed
The busiest week of the year was the calmest.









