framer
Customer Support

Resolve more. Faster. Kinder.

From WISMO to escalations, Framer gives your team a copilot that reads every ticket and drafts every reply — so agents can focus on the conversations that matter.

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The problem

What breaks at your scale.

  • 01Ticket volume growing 40% YoY while headcount stays flat.
  • 02CSAT tanks in peak season when queues back up.
  • 03Macros are stale, agents rewrite everything, tribal knowledge is trapped in Slack.
  • 04Coaching happens once a quarter, if at all.
Live queue
All channels · 42 open
Payment failed on checkout
Sofia B. · billing
billing1m
SSO login failing on Okta
Ravi K. · auth
auth3m
Shipping delayed to Berlin
Lena F. · logistics
logistics8m
Can I switch to annual billing?
Marcus O. · billing
billing12m
Export CSV missing timezone
Yui T. · product
product22m
Where do I find invoices?
Amir S. · billing
billing31m
Outcomes

Measured lift, not vibes.

12s
Median first reply
64%
Tier‑1 deflected
+18
NPS points
3×
Agent throughput
Use cases

Where Framer shines.

WISMO deflection
Order tracking, delivery ETAs and delay explanations — resolved in the first message.
Refund workflows
Verified refunds with fraud checks, executed against Stripe / Adyen automatically.
Coaching at scale
Highlight the moments your top agents shine — replay them for the whole team.
How it works for customer support

From WISMO to escalation, handled in one flow.

A typical support team ships deflection in week one and full deployment in three. Here's the operating loop every ticket runs through.

  1. STEP 01
    Unify every channel

    Email, chat, voice, social and in‑app land in one queue with CRM, order and history attached — no more tab‑hunting.

    • 20+ channels
    • Customer 360 auto‑joined
    • Duplicate detection
  2. STEP 02
    Classify intent & urgency

    Sub‑200ms classification tags intent, sentiment, VIP status and refund risk so routing and priority are automatic.

    • 40‑dimension model
    • Learns your taxonomy
    • Confidence‑scored
  3. STEP 03
    Retrieve grounded answers

    Hybrid search over docs, macros and resolved tickets returns cited passages the model may use — nothing else.

    • Vector + BM25
    • Permission‑aware
    • Live API lookups
  4. STEP 04
    Draft or auto‑resolve

    Above a confidence threshold, Framer resolves autonomously. Below it, the agent gets a one‑click draft.

    • Tunable auto‑send
    • Actions attached (refund, escalate)
    • Multi‑turn context
  5. STEP 05
    Coach, audit, improve

    Every edit becomes training data. Coaching insights and QA sampling ship weekly so tone and accuracy keep climbing.

    • Auto QA sampling
    • Weekly scorecards
    • Full audit trail
Workflow diagram
1Ingest2Understand3Retrieve4Draft5Resolve6LearnFramerCore
Avg. setup
3 weeks
SLA
99.99%
Regions
12
"We cut first response from four hours to twelve seconds. Our team stopped drowning and started doing their best work."
Priya Nair — VP Support, Northwind
FAQ

Common questions from this industry.

Do you replace our helpdesk?+

No — we augment Zendesk, Intercom, Freshdesk, Front and others, or run standalone.

How long to go live?+

Most teams ship deflection in week one. Full deployment averages 3 weeks.

What about seasonal spikes?+

AI scales elastically. You pay for what you use, not per‑agent.

Give your support team an unfair advantage.

Buy 50 credits. Deploy in a day. Measure lift in your first week.

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