Support that does not stop at 5pm
Most small service teams do not need an enterprise helpdesk. They need fewer repeat questions, fewer missed after-hours messages, and a clean handoff when something is sensitive.
Chatoo runs support on one AI agent across website chat and (on Growth+) phone voice, with a shared human inbox when automation should stop.
Workflow
- Customer asks a routine question (hours, pricing range, preparation instructions, reschedule policy).
- Agent answers from approved knowledge only.
- If unsure, the agent clarifies or escalates with the full transcript.
- If AI allowance ends, the conversation continues with your team — the customer is not cut off.
- You improve the knowledge base from repeated escalations.
What to automate first
Start with the 10–20 questions your team already answers from memory. Typical first wave:
- Opening hours and holiday schedules
- Service menus and what’s included
- Parking, arrival, and preparation instructions
- Reschedule / cancellation policy
- Service-area coverage
Leave billing disputes, medical advice, legal commitments, and angry customers on a human path from day one.
Metrics that matter
| Metric | Why | | --- | --- | | % resolved without human | Shows real deflection, not vanity chat volume | | Escalation reasons | Reveals missing knowledge | | Time to first human reply after handoff | Protects customer experience | | Booking or lead completion rate | Ties support to revenue |
Fit vs not a fit
Fit: Local and SMB service businesses with repetitive FAQs and limited front-desk coverage.
Not a fit yet: Teams that need complex multi-brand enterprise ticketing, deep CRM custom objects, or voice-only contact-center replacement without chat.