SupportBox

What will the add-on bring you?

Streamline your communication with your customers! Thanks to the SupportBox and the connection to Upgates, you can see all the information on incoming messages without having to click through to the e-shop administration. In addition, you will have messages from all channels in one clear environment.

• With SupportBox you get a complete help desk that connects every communication channel your customer support needs
• 1 customer = 1 ticket. All customer communication in a single place
• Shared email inbox, live chat, AI chatbot, Messenger, Instagram, and a PBX for your e-commerce website
• AI supports your whole customer service team: it answers in live chat and emails 24/7 in any language, translates messages, transcribes calls, drafts follow-up tasks, summarizes conversations, and tags and organizes your tickets
• Every message shows you the customer's order info – total amount spent, every individual order, and whether it's been paid and shipped
• We make it easy for you to delegate and automate communication
• Detailed statistics and in-depth information for every conversation, as standard
• Easy pre-built integration with Upgates and other tools

All your customer support in one place

Customers love writing on more than one channel at once. First they try live chat, then send an email, and if there's no reply within five minutes, they call. Someone else might message your Facebook page or Instagram on top of that. Different channels, but the same customers, often with similar questions.

SupportBox is a help desk that brings emails, phone calls, live chat, AI chatbot, and social media into one shared inbox. No more duplicate replies, lost messages, or wondering who's handling what. The whole team can see what's being worked on: every ticket has an owner, a tag, and a full history.

Perfect overview and history at your fingertips

Make your job as simple as possible! As soon as a new message arrives, you'll instantly see the customer's last order, their details, and their full history across all channels. You can also click straight through from the order number into its record in Upgates, or into the customer's full order overview.

Save the time you'd otherwise spend switching, searching, copying, and retyping. Everything is right there at hand.

Live chat that boosts your conversions

Be online whenever your customers need you on your online store, and don't let them leave for a competitor. Live chat is easy to customize to match your store's look, supports multiple operators in a single conversation, and handles offline messages and ticket creation. And thanks to Lucy AI, it responds 24/7 in any language.

A phone system that's part of your customer care

The moment a call comes in, you'll see who's calling, along with their history and past communication, so the customer feels right at home. The virtual switchboard offers IVR, call queues, recording, and AI features (AI call summaries, task creation based on the recording). SupportBox also gives you unlimited statistics and reports.

A shared email inbox for the whole team

Your customers don't want to wait. Forget the chaotic inbox, automate, and reply fast. SupportBox's email inbox turns emails into tickets. Every ticket has an owner, a status, and a history:

• Assign emails to specific operators
• Tags and categories for quick orientation
• Internal notes
• SLA tracking
• AI drafts your reply or sends it for you

Messenger and Instagram in one inbox

Messages from Facebook Messenger and Instagram arrive in SupportBox as tickets, right alongside emails and chats. The whole team handles them from one place, with the customer's full history. Manage multiple pages and profiles at once, with no switching between apps.

Lucy AI: A smart team of AI agents for your customer care

Lucy AI isn't just a chatbot. AI supports your whole customer service team across every channel:

• AI chatbot answers customers in live chat 24/7 in any language, automatically recommends products, and checks order status.
• For emails, it drafts or sends replies outright.
• For phone communication, it transcribes calls, creates tasks, and summarizes conversations.
• The tagger automatically labels tickets, so you know what a conversation is about before you even open it.
• The categorizer sorts tickets, giving you a clear view of what issues your customers are dealing with. Complaints, order status, or faulty products? The categorizer tells you.
• Have customers from different countries? AI automatically translates emails, and in live chat you can reply in your own language, because the customer sees the message in theirs thanks to real-time translation.

Lucy AI learns from your knowledge base and can resolve up to 60% of routine queries on its own. It hands off complex ones to an operator. A reply from Lucy AI costs 1 CZK on live chat and 3 CZK by email, compared to an average of 28 CZK for an operator. You save up to 90% of the cost per reply.

Learn more about Lucy AI.

Ready to work in teams

SupportBox grows with you. It handles multiple operators, multiple websites, and multiple language versions. Automation and rules sort and assign tickets on their own, canned responses speed up replies, and statistics show you who resolved how much, how fast, and how customers rate it. Set it up once, and it keeps running, no developer needed.

Connect your e-shop, CRM, and other systems in a few clicks

SupportBox offers more than 35 integrations at no extra cost. Besides Upgates, you can easily and quickly connect your CRM, accounting, and other tools to your customer support. If you have your own system, a custom CRM, or a special tool, we're happy to connect it via API.

Transparent pricing, no commitments

Every e-shop is different and has different needs. SupportBox works on a simple principle: you only pay for the channels and users you actually use. Have one operator on chat but three on email and one on phone? You only pay for those, no "dead souls" and no need to pay for every tool for everyone or hit a minimum spend.

You can also easily adjust everything yourself in your admin. Add more users for the season and scale back down afterward. Easy and flexible.

And as a bonus, training with our expert is included in the price – full of practical tips.

Why choose this particular add-on and what are its competitive advantages?

• Any e-shop where more than one person is involved in communicating with customers.
     You will get a simple and detailed overview of all communication and tickets and make it easier for all operators in the team to work and collaborate.
• Any e-shop using more than one channel for customer communication.
     You get one place where you can easily see all communication from all channels. Plus, you'll have one thread with all the history of that customer.
• If you want to save operators' time and make their work more efficient.
     For most clients, we save each operator several hours per week that they would spend transcribing, copying and tracking. Devote this time to actual communication or other more important activities.
• To offer your customers a live chat / chatbot on your site.
     Did you know that only 19% of Czech e-shops use live chat? Be ahead of your competitors and offer your visitors the fastest and easiest way to communicate.