Customer Direct supports product questions, parts and order intake, guided troubleshooting, service requests, and urgent escalation using workflows built around your equipment and dealer network.
Start with a product line, support tier, region, or after-hours queue.
Industry services
Give customers one clear path for product, order, technical, and service needs while preserving specialist boundaries.
Help customers navigate approved product, part, compatibility, and availability information.
Follow approved diagnostic steps and document technical context before escalation.
Capture complete requests for orders, estimates, service, warranty, and follow-up.
Identify priority operational issues and activate defined service paths.
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
Action through technology
Every Customer Direct program includes Happitu, our proprietary AI platform for conversation intelligence and Auto-QA. Configured around your product support operation, it surfaces recurring technical issues, documentation gaps, parts demand, dealer friction, and coaching opportunities. These insights go beyond what even the best-trained agents can report on their own.
Classify product, symptom, and parts-related contact trends to see what equipment owners and dealers need most.
Top Contact Reasons
Hydraulic assembly
Most common on current model-year units
Surface recurring parts demand, documentation gaps, and handoff friction between dealers and service teams using conversation evidence.
Service signals
Cross-series trends
Signals detected
142
Models flagged
6/28
Compact series
Parts availability · 34 mentions
Pro series
Setup guidance · 22 mentions
Utility series
Manual clarity · 15 mentions
Auto-QA evaluates every eligible interaction against product and intake-specific criteria. Customer Direct uses the results to identify gaps, coach agents, and track improvement.
Team performance
Program quality overview
Quality score
↑ 3.1 points
Compared with prior period
Coaching focus
Serial-number capture
Customer Direct
Captures approved product, identifier, symptom, environment, and troubleshooting context.
Basic technical message service
Takes contact details and a general problem description.
Customer Direct
Performs approved front-line steps and routes complete context to technical or service teams.
Basic technical message service
Forwards the issue without completing the operating workflow.
Customer Direct
Uses Happitu Auto-QA against product and intake-specific criteria.
Basic technical message service
Relies primarily on sampled quality reviews.
Customer Direct
Reveals issue, parts-demand, documentation, and handoff trends.
Basic technical message service
Reports primarily on calls and tickets.
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 ProcessPrograms can connect approved CRM, help desk, knowledge, order, dealer, warranty, and service workflows.
Role-based system access, customer verification, product data, warranty decisions, recordings, and urgent escalation are defined by program.
Show us your equipment, customer types, support boundaries, dealer network, systems, and escalation requirements.
Representatives follow only the diagnostic and resolution steps approved by your technical team. Higher-risk, complex, or unsupported issues follow a documented escalation path.
Yes. Programs can capture required equipment, customer, part, service, warranty, location, and urgency information and route it through approved workflows.
Yes, when approved. Representatives can be trained in the CRM, help desk, scheduling, order, account, and communication workflows required for the defined program.
Programs can include ongoing, overflow, after-hours, seasonal, or event-driven coverage. Forecasting, training, access, and staffing requirements are defined during planning.
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.
