Solutions › Head of Customer Support
Your agents spend more time looking things up than answering.
Order system, courier site, warehouse, policy document. Four windows open before a single reply gets written. Shipherd does that part on every ticket, so your team writes answers instead of gathering evidence.
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Live in days, not months. No cost to start.
- ?One WISMO query means checking the order, then the carrier, then the warehouse. Multiply by volume.
- ?Quality depends on which agent picked it up and how deep the queue was that morning.
- ?Damage claims, fraud checks and disputes stall while somebody hunts for detail, and those are the tickets where the customer is already unhappy.
- ?Volume tracks revenue. Headcount does not.
- ✓Routine and proactive tickets close on their own, in seconds, without an agent opening them.
- ✓Everything else arrives with the investigation finished and a draft ready to review.
- ✓Judgement calls escalate with a briefing attached: policy checked, stock confirmed, options set out.
- ✓Autonomy is configured per scenario rather than switched on globally. A retailer typically starts in drafted mode and moves categories to autonomous as the drafts prove consistently right.
<30s
per ticket, down from 4–7 minutes
60%
of total inbound ticket volume handled automatically at one live account
4–6s
to resolve an autonomous ticket, with no agent action
£200,000–£400,000
a year to run support at 80,000 tickets — Shipherd estimate
Your agents see who they are talking to
Every module feeds one customer profile. A damage claim where the evidence did not hold up. A refund where the item never returned. A not-received claim contradicted by the carrier’s own scan data. None of that is visible on a single ticket. Across several it is obvious. Your agents see the pattern, and the customer’s value to the business, before they decide anything.
Where Shipherd helps
Four modes, chosen per ticket: resolve autonomously, draft for your agent, escalate with a briefing, or route to the right team with the evidence attached. You set where the line sits.
Ticket resolution
Shipherd investigates every ticket before your agent opens it — pulling order, tracking, warehouse, catalogue …
Customer experience · Delay predictionDelay prediction
Most WISMO tickets are avoidable. Shipherd monitors every order against its promised date, spots the ones runn…
Customer experience · Damage & fraud reviewDamage & fraud review
The customer captures the evidence on their own phone at the moment they raise the claim. Shipherd checks it i…
Invoicing starts at 20% automation
You pay nothing until Shipherd is resolving 20% of your ticket volume, so the platform has to work before it costs anything. Beyond that threshold, pricing is charged on successful resolution rather than per seat.
Frequently asked questions
Does Shipherd replace my helpdesk?
No. Shipherd works inside your existing helpdesk, including Zendesk and eDesk. It gathers order, tracking, warehouse, catalogue and policy context automatically on every ticket, then either resolves it autonomously, hands your agent a pre-investigated draft, or routes it to the right team with the evidence attached.
What proportion of tickets can be automated?
At one live account, 60% of total inbound ticket volume was handled automatically. The realistic ceiling depends on ticket mix. WISMO and order-change queries automate readily; damage and dispute cases suit assisted resolution better.
When do we start paying?
Invoicing begins once Shipherd is resolving 20% of your ticket volume. Below that threshold there is no charge, so the platform has to demonstrate it works before it costs anything.
How do you keep quality consistent?
Every reply is generated from your approved policies and your historical resolutions rather than a generic template. The same context-gathering runs on every ticket, so quality stops varying by agent or by queue depth.
What happens when Shipherd is not confident?
It does not answer. The ticket goes to a human with the investigation already done, so your agent decides faster instead of being replaced by a guess.
Will my agents lose their jobs?
This is a capacity argument. Shipherd removes the lookup work and the routine volume that stops teams keeping pace with revenue. Judgement calls, difficult customers and anything needing discretion stay with your team.
How much work is implementation?
Very little on your side. Shipherd is forward-deployed. Our engineers, human and AI, work inside your operation to encode how you already decide, build the automation against that, and run it in production.