E-Commerce
Example scenario
500 support requests a day, 60% asking about order status
→ ~9,000 repeat questions a month
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GoOperations
Let Processes Move on Their Own
Classify, route and resolve requests coming from email, forms and messaging channels through defined workflows.
Core problem it solves
When requests arrive across several channels, tracking is manual — some are missed and response times become unpredictable.
The solution classifies incoming requests, prioritises them and assigns them to the right team. Standard steps run automatically, and approvals notify the responsible person. The customer is kept informed at every stage. Because all records live in one place, response times and bottlenecks become measurable.
Problems It Solves
- Requests arrive across channels, so there is no single list to work from.
- Manual routing means some requests are delayed or lost.
- Customers call again because nobody told them where things stand.
- Without measured response times, bottlenecks stay invisible.
Key Features
Request classification
Incoming messages are tagged automatically by topic, urgency and customer type.
Rule-based routing
Each request is assigned to the right team or person according to your rules.
Draft replies
For common requests a reply is drafted for the agent to review and send.
Status notifications
Received, in progress and resolved updates are sent to the customer automatically.
Approval steps
Transactions above defined thresholds are routed for authorisation.
Process reporting
Request volume, response time and team workload become reportable.
Benefits
Nothing falls through
Requests from every channel land in one tracked flow.
Shorter response times
Classification and routing happen without waiting for a human triage step.
Informed customers
Status updates reduce follow-up calls.
Visible bottlenecks
You can see exactly where time is spent in the process.
Use Cases
Customer support requests
Email and form requests are classified and assigned automatically.
Orders and returns
Return and exchange steps run through a defined flow with customer updates.
Quote and contract flow
Quote requests are collected and advanced through approval steps.
Dealer and supplier communication
Incoming requests are routed to the responsible region or category owner.
How It Works
- 1
Map the process
Current request flows, channels and ownership are documented together.
- 2
Define the rules
Classification, priority and routing rules are agreed.
- 3
Connect the systems
Email, forms, CRM and support systems are wired into the flow.
- 4
Pilot and expand
We start with one process and widen the scope based on measured results.
Which Industries Is It For?
Retail
Example scenario
80 stores, 15 minutes of head-office correspondence each per day
→ ~400 hours a month
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GoFinance
Example scenario
900 application files a month, 12 minutes of pre-check each
→ ~180 hours of file review a month
3 recommended solutions
GoProfessional Services
Example scenario
15 specialists, 4 hours a week searching documents and templates
→ ~3,100 hours a year
3 recommended solutions
GoCall Centers
Example scenario
30 agents, 1,200 calls a day, 15% abandoned in the queue
→ ~3,600 abandoned calls a month
3 recommended solutions
GoLogistics
Example scenario
40 vehicles, 6 hours of driving a day, 10% off-route
→ ~7,200 wasted driving hours a year
3 recommended solutions
GoFrequently Asked Questions
Which channels can be connected?
Email, web forms, messaging apps and your existing support systems. The scope is agreed during discovery.
Do automatic replies go straight to the customer?
By default a draft is prepared and sent after agent approval. Fully automatic replies can be enabled for simple, repetitive requests.
Does it work with our CRM?
It integrates with CRM and support systems that support data exchange. Integration scope is confirmed at project start.
How do we update rules when the process changes?
The rule set is editable from an admin interface; we support the cases that need development work.
How quickly do we see results?
Piloting a single process typically takes a few weeks. Your pre-pilot response times serve as the baseline for measurement.
Request a Demo for This Solution
Fill in the form and we will plan a demo around your needs.
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Let's Review Your Processes Together
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