Customer support

Customers explain their problem three times.

Told three times. With WorkWeaver, they explain it once, and it is solved on day 3.

A white mixer bowl with a crack down its side, next to an opened shipping box
Day 1 · Email1st time
A taça chegou rachada.The bowl arrived cracked.
Day 2 · Second agent2nd time
A taça chegou rachada.The bowl arrived cracked.
Day 6 · Phone · Third agent3rd time
The bowl arrived cracked.Now in English, her second language.

One bowl. Nine days.

Inés in Lisbon orders a stand mixer. Here is her thread.

Day 1
Inés · 9:02
Olá. A taça da minha batedeira chegou rachada. Encomenda 48811.Hello. My mixer bowl arrived cracked. Order 48811.
Auto-reply · 9:02
Thank you for contacting us. We'll get back to you within 2 business days.
Waits a day
Day 2
Second agent · 14:30
Sorry to hear that. Can you tell us what happened and send a photo?
2nd time
Inés · 18:47
Como já disse, a taça chegou rachada. Segue a foto.As I said, the bowl arrived cracked. Photo attached.
Waits 4 days on stock checks
Day 6
3rd time
Phone call · 6 minutesThird agent

AgentCan I have your order number?

InésI wrote to you twice. It is 48811.

AgentI can't find the thread. What happened?

InésThe bowl arrived cracked.

Waits 3 days: the courier, then the warehouse
Day 9
Support · 19:04
Your refund has been approved.

No mixer.

25 minutes of work. Nine days of waiting.

9 daysto solve it
3 timesshe told the story
0mixers. A refund instead.
A row of parcels on a depot shelf, one crushed at the corner

Three more cracked bowls that week.

All through one depot. Each sat in a different ticket, with a different agent, so nobody saw it.

With WorkWeaver

Told once.

One thread, in her language. A new mixer on day 3.

Day 1
Inés · 9:12
Olá. A taça da minha batedeira chegou rachada. Encomenda 48811.Hello. My mixer bowl arrived cracked. Order 48811.
Agent · 9:14
Lamento muito. Envie-me uma fotografia e resolvo isto hoje.I am sorry. Send me one photo and I will sort it out today.
Inés · 9:19
Her photo of the cracked bowlPhoto
Agent · 9:20
Obrigado. A nova batedeira chega na segunda-feira e recolhemos a partida no mesmo dia.Thank you. Your new mixer arrives on Monday, and we collect the broken one the same day.
To Jonas, support lead · 9:26
The customer's photo, attached to the request
Order 48811, bowl cracked on arrival, photo attached. New mixer booked. Refund her USD 19 delivery fee?
Jonas approves at 9:41.
A new white stand mixer on a calm kitchen counter
Day 3 · 11:05

New mixer in her kitchen.

To Sofia, support · 11:10
48811 closed. Three cracked bowls this week, all through one depot. The warehouse knows.
Times she told the story1
First real answer2 minutes
SolvedDay 3, new mixer

Sofia, support

Translated and chased tickets. Takes the hard cases and talks to customers.

Jonas, support lead

Approved refunds in a 7 pm batch. Approves in one tap, with the photo attached.

Diego, warehouse

Answered "any spare bowls?" Fixes the box that cracks them.

Read more

A third of the queue was customers asking "any update?". The agent remembers every message, so nobody repeats themselves, and it spots the pattern (one depot) that no single ticket shows. Bigger refunds go to Jonas, who approves in one tap with the photo attached. One agent carries the work across every department, reading and writing to one company-wide memory. Every change is tested on your own past work before it goes live.

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