Product
TruCom
TruCom
Talk to customers. Keep the support story together.
TruCom is the customer support system we're building for live chat, tickets, service status, feature updates and AI assistance — without scattering support across several unrelated tools.
01
What TruCom is
Customer support should not be five separate systems pretending to be one workflow.
A customer might start with a quick chat, need a ticket when the issue takes longer, check a status page during an outage and later want to know when something has changed.
TruCom is being built so those parts of support can live closer together, giving the business a clearer view of the customer conversation from first message to resolution.
02
Live chat
When the question is happening now, support should be there now.
Live chat gives customers a direct way to reach the business while they are already on the website or inside the product.
The conversation should stay part of the support record instead of disappearing once the chat window closes.
03
Ticketing
Some problems need more than one reply.
Tickets give longer-running support work somewhere to live. The issue can be tracked, worked through and closed without relying on somebody remembering the conversation.
04
Status page
If something is down, customers should not have to ask one by one.
A public status page gives the business one place to communicate service availability, incidents and recovery while an issue is happening.
That reduces repeated support questions and gives customers somewhere reliable to check before opening another conversation.
05
Feature updates
Support is easier when customers know what changed.
Feature updates give businesses a place to explain releases, improvements and changes customers may otherwise discover by accident or ask support to explain repeatedly.
Improved order search
Customers can now find older orders more quickly from the account area.
New support workflow
A clearer way to move conversations into tickets when more work is needed.
Notification delivery
Resolved an issue that could delay some customer notifications.
06
AI assistance
AI should help the support team do the work, not make the customer guess who is responsible.
TruCom will include AI assistance around support work so teams can handle context and repetitive parts of the job more efficiently.
The goal is assistance: help the team move faster while the business remains responsible for the support experience its customers receive.
07
One support story
The useful part is how the pieces hand work to one another.
Live chat, tickets, service status, product updates and AI assistance are different tools. TruCom makes sense when they can support the same customer relationship.
Chat
The customer starts with a conversation.
Ticket
If more work is needed, the issue keeps moving without losing context.
Status
If the problem affects more customers, communicate it once publicly.
Update
When something changes, customers have somewhere to see what is new.
AI assistance
Help the support team handle the work around those conversations.
08
What we want support to feel like
Clear for the customer. Manageable for the team.
Keep conversations easy to start.
Customers should not need to learn the support system before they can ask for help.
Do not lose the history when the issue gets bigger.
A chat becoming a ticket should not mean starting the story again.
Communicate before customers have to chase.
Status pages and feature updates should answer questions before they become repeated support requests.
Use AI to assist, not to hide responsibility.
The business still owns the quality of the support its customers receive.
TruCom