Customer Direct handles customer care, guided technical support, onboarding, account service, and escalation workflows so internal teams can stay focused on the product.
Begin with one product, queue, support tier, or coverage window.
Industry services
Connect front-line help, technical troubleshooting, subscription operations, and customer feedback instead of treating them as separate queues.
Resolve everyday product, account, policy, and service questions.
Guide users through approved diagnostics and product workflows.
Help new users reach value with clear activation and education.
Support plan, billing, renewal, and retention interactions.
Client testimonial
“They raised our first-call resolution to 97 percent and reduced both our talk time and abandon rate, ensuring great efficiency and a significant cost benefit.”
Senior Vice President, technical support client
97%
First-call resolution
35 sec
Lower average handle time
80%
Answered within 20 seconds
Action through technology
Every Customer Direct program includes Happitu, our proprietary AI platform for conversation intelligence and Auto-QA. Configured around your customer support operation, it surfaces recurring defects, knowledge gaps, adoption friction, churn signals, and coaching opportunities. These insights go beyond what even the best-trained agents can report on their own.
Classify issue, feature-request, and sentiment trends across support conversations to see what drives tickets and churn risk.
Top Contact Reasons
API key setup
Common during first-week onboarding
Connect escalation and resolution patterns to product areas, onboarding steps, and documentation gaps responsible for repeat contacts.
Product signals
Cross-account trends
Signals detected
168
Accounts flagged
5/32
Team plan
Seat provisioning · 41 mentions
Mobile app
Sync failures · 26 mentions
Enterprise tier
SSO setup · 12 mentions
Auto-QA evaluates every eligible interaction against product and support-specific criteria. Customer Direct uses the results to identify gaps, coach agents, and track improvement.
Team performance
Program quality overview
Quality score
↑ 2.9 points
Compared with prior period
Coaching focus
Reproduction steps
Customer Direct
Uses approved product knowledge and defined support boundaries to resolve eligible issues.
Basic ticket coverage
Handles tickets one at a time using general scripts.
Customer Direct
Documents troubleshooting, account context, and ownership before escalation.
Basic ticket coverage
Routes unresolved tickets with limited diagnostic context.
Customer Direct
Uses Happitu Auto-QA against product and support-specific criteria.
Basic ticket coverage
Relies primarily on sampled quality reviews.
Customer Direct
Reveals recurring issues, adoption friction, feature requests, and churn signals.
Basic ticket coverage
Reports primarily on ticket volume and disposition.
Engagement models
Choose focused coverage or a fully managed operation, then expand after workflows and performance meet agreed expectations.
Build a dedicated team around defined workflows, systems, channels, and program-specific performance goals.
Add trained capacity when demand exceeds what the internal team can answer without adding permanent headcount.
Extend approved service across evenings, weekends, holidays, and overnight periods.
Start with selected queues, workflows, locations, or coverage periods and expand after performance is validated.
See how Customer Direct designs workflows, systems, staffing, training, quality monitoring, and continuous improvement around your operation.
Explore Our ProcessSupport can operate within approved help desk, CRM, knowledge, subscription, billing, and communication systems.
System access, account verification, sensitive information, ticket ownership, recording, and escalation controls are defined by program.
Define the support scope, product knowledge, systems, escalation paths, and customer outcomes for a focused SaaS program.
Programs can combine customer support, approved technical troubleshooting, ticketing, onboarding, account service, subscription support, retention, and back-office workflows.
We define severity, ownership, required diagnostic context, ticket fields, response expectations, and the internal contacts responsible for each escalation path.
Yes, when approved. Representatives can be trained in the CRM, help desk, scheduling, order, account, and communication workflows required for the defined program.
Customer Direct builds a program scorecard around response, completion, escalation, quality, customer experience, and business outcomes relevant to the work being performed.
We begin by defining interaction types, systems, business rules, volume, service levels, escalation paths, and success measures. A controlled pilot can validate the workflow before broader rollout.
