Customer service
Queues that know what is urgent
Cases from email, chat and HubSpot in one inbox — sorted by who is about to break the promise, not by who wrote first.
What a day looks like
The workbench is built around the question "what do I have to do now", not around a list of everything that exists.
Needs me now
One queue with the cases assigned to you that are about to miss their SLA. Everything else can wait, and does.
AI drafts ready
Hilde has read the case and written a reply. You read, correct and send — or discard it. Nothing goes out without a human pressing send.
Every channel, one case
Email, chat and HubSpot tickets gather on the same customer, with the full history — orders and shipments included.
Waiting on the carrier
Separate queues for what you are waiting on from a customer, a carrier or a supplier, so a case does not look open when the ball is elsewhere.
Service Pulse
The wall screen: queue, response time, resolution rate and sentiment live — for the team, not for the report.
Scorecard and analytics
Cases per agent, time to first reply, reopens and carrier cases — numbers you can act on.
The draft stays a draft, and that is the point
Hilde writes the suggestion with the customer's order history, shipment status and previous cases in mind. It never sends anything itself.
That is a deliberate line: a reply to a customer is something a person stands behind. The gain is that the blank page is gone and the reply has already looked up the tracking number.
Carrier cases are a workflow of their own
A damaged, late or lost parcel is not an ordinary support request: it has a counterparty, a deadline and a claim. Workspace keeps the case against the carrier and the case with the customer linked, so the customer gets an answer while the claim is still alive.
Show me the queues
We set the workbench up with your own channels.