Falnor / Solutions
Customer service automation that answers the routine and hands over the rest
Customers wait for a reply while your team looks things up across three tools. Falnor builds a system on your helpdesk and CRM that reads each request, finds the facts, drafts or sends the routine answer, and passes anything unusual to the right person with the context attached.
Book a discovery callWhere customer requests wait
The answer is usually in your systems already. The delay is finding it, checking the policy, and getting the right person to sign off. It works with HubSpot and Salesforce.
- Requests sit in a shared inbox until someone triages them.
- Agents switch between helpdesk, CRM and finance tools to answer one question.
- Customers chase for updates because nobody can see where a request has got to.
What the system does with each request
It works the request the way your best agent would, and shows its working.
Triage
It reads the request and sorts it by what the customer needs and how urgent it is.
Gather the facts
It pulls the account, order and history from your own systems, read-only at first.
Answer or escalate
Routine requests get an answer under your rules. Anything unusual goes to a named person with the evidence beside it.
Close the loop
It updates the record, tells the customer and logs what happened.
Your team keeps the judgement calls
Refunds, exceptions and anything sensitive wait for a person. The system takes over the chasing, not the decisions, and starts in shadow before it sends anything.
Works with the software you already use
We build on your own tools instead of asking you to move. Common starting points:
- Zendesk
- HubSpot
- Salesforce
- Microsoft Dynamics
We work with businesses in the US, the UK and Europe.
Questions people ask
Is this a chatbot?
No. It is a system that works inside your helpdesk and CRM to triage, gather facts and prepare or send routine answers, with a person approving the rest.
Will customers know they are talking to automation?
That is your call. We build to your policy and tone, and nothing important is sent without the approval rules you set.
Which tools does it work with?
We build on the tools you already use, such as Zendesk, HubSpot and Salesforce.
How long does it take to start?
It starts with a 30-minute discovery call, then mapping. Timeline and price are agreed in writing after mapping.