# Every customer question answered from your own record For customer service heads and owners. Agents answer where an order is, what a statement says and what a charge is for, from the systems you run, in the customer's language, and hand anything that needs a person to your team. [Talk to the team](https://qantara.systems/contact) / [Read the thesis](https://qantara.systems/original/thesis) One question, answered from four of your systems. Each drawer is a system, pulled out for the one fact it holds, and the reply is written from them. What no drawer holds goes to a person, in orange. Most questions customers ask already have an answer, somewhere in your systems. We put agents on finding it, so your team keeps the questions that need a person. ## What the agents do with every question Four desks take customers' questions: customer service, which takes most of them, sales, whose phones take the rest, accounts, for statements and papers, and complaints, for what went wrong. Agents work alongside all four, inside the systems you already run. ### Customer service: Every question understood, whatever form it takes How many questions wait until someone has time to look? - **Understand the question as it is asked.** A voice note in Gulf Arabic, a photo of a delivery note, English and Arabic in one line, Arabic written in Latin letters: each is read for what the customer wants to know. - **Find the customer, whatever number they write from.** A buyer writing from a new phone, a driver for a contractor, a branch manager: each is matched to the account and its open orders before anything is said. - **Answer at night and on Fridays.** Questions sent after the office closes, at the weekend or in the shorter Ramadan days get their answer then, not on the next working morning. - **Give everyone the same answer.** The customer, their salesman and your branch hear the same date, because all three are answered from the same record. [See orders and confirmations](https://qantara.systems/solutions/orders) ### Sales: Every routine question off the salesman's phone How much of a salesman's day goes on answering instead of selling? - **Answer price and availability.** The customer's own price and what is on the shelf at their branch, read from the price list and the stock, not from memory. - **Repeat the last order.** "Same as last time" is read as the customer's last order, shown back to them line by line before anything is placed. - **Bring customers to the company number.** Customers who write to a salesman's own phone are moved to the company's number, with the salesman still in the conversation, so the history stays with you. - **Brief the salesman before a visit.** Before the call, the salesman gets the customer's open questions, late orders and complaints, on one page. [See quotes and bookings](https://qantara.systems/solutions/quotes-and-bookings) ### Accounts: Every paper sent the moment it is asked for How long does a customer wait for a copy of an invoice? - **The statement as of today.** What is open, what has been paid and what is due next, taken from the ledger on the day it is asked for, in the customer's own references. - **Copies of any paper.** An invoice, a credit note, the delivery note signed at the door: found by any reference the customer gives and sent as it was issued. - **Certificates by batch or shipment.** A certificate of analysis, of origin or of conformity, matched to the batch or the shipment the customer bought, not the latest one on file. - **Explain a charge.** A line on an invoice the customer does not recognise is explained from the order, the price list and the delivery it came from. [See collections](https://qantara.systems/solutions/collections) ### Complaints: Every complaint owned until it is closed Which complaints are open, and who has each one? - **Log it with the evidence.** The photos, the delivery note and the order are kept with the complaint from its first message. - **Give it an owner and a date.** Each complaint goes to the person who can settle it, with the date your policy sets for an answer. - **Keep the customer told.** The customer hears who has it and when to expect an answer, and hears again if that changes. - **Flag the pattern.** The same complaint from several customers, a product, a route or a driver, reaches the manager who can fix the cause. ## Beyond the four desks Some questions are not one customer asking about one order: a container still on the water, a car in the workshop, a group chat with a customer's whole team, and the questions a chain's buyers send to a shared inbox. - **A container still on the water.** For forwarders' customers, the answer comes from the carrier's tracking and the customs status together, so "where is it" also says when it can be collected. One answer that covers the sea and the port. - **Is my car ready.** For dealers and workshops, the answer comes from the job card: what has been done, what is waiting for a part, the estimate to approve, and when to come. Fewer calls to the workshop floor. - **The customer's whole team in one group.** In a WhatsApp group with a customer's buyer, site engineer and accountant, each gets the answer to their own question, addressed to them. Nobody in the group asks twice. - **A chain's shared inbox.** A retail chain's buyers write from one shared address about many stores. Each question is matched to the store and the order it is about. Every store's question answered to its own order. ## How it works for customer inquiries 01 **Embed.** Our engineers sit with your customer service team for a week and sort every question by what it asks and where its answer lives. That week becomes the baseline and shows where to start. 02 **Build.** An agent answers what the record can answer. A question it should not answer, a refund, a damaged load, an angry customer, goes to the right person as the whole conversation, with the order and the photos, so the customer never repeats themselves. 03 **Scale.** WhatsApp, email, the portal and the salesman's notes become one history for each customer, across branches and companies. 04 **Measure.** How long customers wait for an answer, and how many ask again, against the week before we start, counted with your customer service head. ## "Let me check" now has a price A reply that says "let me check" answers nothing, and the customer waits for a second message and a third. Each one costs your team time and the customer patience, and on business messaging each reply can now carry a fee as well. Agents read the order, the warehouse and the delivery first, and answer once, completely, in the customer's language. Three replies, or one. Each row is one conversation through the day, and every reply sent is charged a coin. Today's answer takes three replies; the agent's takes one. ## Built around the systems you run Nothing has to be replaced to start. Agents read your ERP, warehouse and delivery systems for the answers and reply on the WhatsApp Business number and inboxes your customers already write to. - ERP and orders - Warehouse and delivery - Accounts and statements - Document store - WhatsApp Business - Email - Customer portal - CRM - Spreadsheets ## What customer service heads ask us **Can agents answer the phone?** Calls your team answers stay with your team, and a call they miss gets a written answer on WhatsApp. **What if the answer is not in our systems?** Then the agent says it does not know yet and passes the question to the person who does. It does not guess. **Will customers know they are talking to an agent?** Yes. Replies come from your company's assistant, signed as such, and anyone who asks for a person gets one. **Which languages does it answer in?** The language the customer wrote in, Arabic or English, including the two mixed in one message, and Gulf Arabic as it is spoken in voice notes. **Can it give a refund or a credit?** No. Refunds, replacements and credits are your team's decision, every time; the agent tells the customer once it is made. **What about our salesmen's own WhatsApp numbers?** Those stay theirs. Agents work only on your company's WhatsApp Business number; a salesman's own phone is never connected. **Where do we start?** With the question your team answers most, usually where an order is, on one channel for one branch, counted with your team for a week. ## Customer inquiries in your industry - [Logistics and freight](https://qantara.systems/solutions/logistics): Quotes, bookings, customs and delivery, on time. - [Distribution and trading](https://qantara.systems/solutions/distribution): Orders confirmed, delivered and collected. - [Automotive and heavy equipment](https://qantara.systems/solutions/automotive): Bookings, parts and customers followed up. - [Manufacturing and industrial](https://qantara.systems/solutions/manufacturing): Suppliers, schedules and the line kept moving. ## Start with the question you answer most Tell us what customers ask your team every day and where the answers live. Our engineers take it from there, on site. [Talk to the team](https://qantara.systems/contact) / [Email us](mailto:hello@qantara.example) Muscat and across the Gulf --- This is the Markdown twin of the page at https://qantara.systems/solutions/customer-inquiries