Lamdix / Services / Customer Support

Customer Support

Support operations that combine people and AI — helpdesk setup, multichannel coverage, escalation design, and quality review.

What we build

Chat, email, phone, and social routed into one queue with clear ownership.

Repetitive questions resolved instantly, sensitive ones routed to people.

Documentation structure and a maintenance process that keeps it honest.

Conversation sampling, a scoring rubric, and a coaching loop.

Clear paths for urgent and sensitive issues — nothing disappears into a queue.

Recurring drivers reported so product and sales see what support sees.

What you get

Helpdesk selection and setup: channels, routing, SLAs, macros, and escalation rules.
Knowledge base structure and a maintenance process that keeps it honest.
AI first-line handling where appropriate, with clean human handoff.
Quality assurance: conversation sampling, scoring rubric, and coaching loop.
Reporting on volume, resolution, and recurring drivers — readable by non-support leads.

We map current volume, channels, and where conversations leak.

Helpdesk, routing, SLAs, and knowledge structure.

AI first-line where it genuinely resolves, human paths where it matters.

QA sampling and reporting on a defined cadence.

Coverage model (hours, channels, human/AI split) is designed with you; we do not claim fixed team sizes or language coverage we have not agreed.
AI deflection is measured on resolution quality, not just tickets avoided.
We integrate with your existing stack where it is sound; we recommend changes only where the tooling is genuinely the problem.

Do you staff the support team?

Depending on the engagement — we can operate coverage, build the system for your team, or both. The model is defined together upfront.

How much volume can AI actually handle?

That depends on your question mix — we measure resolution quality, not just deflection counts, and tell you honestly where AI helps.

Can you work with our existing helpdesk?

Usually yes — we integrate where the tooling is sound and only recommend changes when the platform is genuinely the problem.

Related services

Knowledge assistants, retrieval-grounded chatbots, and tool-using agents

Web applications, mobile apps, SaaS products, ecommerce, APIs, and enterprise systems

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