Support Use Case
Never leave a customer
waiting again
Convo surfaces the right solution in seconds. Diagnose faster, resolve on first contact, and turn frustrated customers into happy ones.
By Convo Team • Published December 15, 2025 • Last updated December 15, 2025
Convo helps support teams resolve issues faster with real-time AI assistance for technical diagnosis, escalation prevention, and complex resolutions. Support agents using Convo achieve 75% first-call resolution and 40% faster ticket closure.
Never leave a customer
Critical moments that define support excellence
Convo helps agents resolve complex issues with confidence and speed
Technical Diagnosis
The moment:
“My application keeps crashing...”
Without Convo:
Random troubleshooting steps. Customer frustration grows. Escalation needed.
With Convo:
🔍 “Check memory allocation - similar crashes resolved with cache clear”
Escalation Prevention
The moment:
“This is the third time I’m calling about this!”
Without Convo:
Agent lacks context. Customer demands manager. Resolution delayed.
With Convo:
📋 “Previous tickets show DNS config issue - provide permanent fix now”
Complex Resolution
The moment:
“I’ve tried everything in your documentation...”
Without Convo:
Agent stuck. Long hold times for research. Customer gives up.
With Convo:
✅ “Try advanced workaround from ticket #8934 - 95% success rate”
What makes Convo essential for support teams
01
Instant solution discovery from past tickets
Surface proven solutions from thousands of resolved tickets. Convo identifies patterns and suggests fixes that actually worked for similar issues.
02
Complete customer context across all channels
See every interaction, ticket, and attempt at resolution. Get alerts like “Customer mentioned data loss in chat yesterday” to provide informed support.
03
Technical language translation in real-time
Convert complex error messages into customer-friendly explanations. Help agents communicate technical solutions without jargon or confusion.
Your data is safe with Convo
Enterprise-grade security and compliance standards you can trust
🛡️
AES-256 Encryption
Enterprise-grade encryption for all data at rest and in transit
🔒
End-to-End Encryption
Data encrypted at rest and in transit with AES-256
🌍
GDPR Compliant
Full compliance with EU data protection requirements
🏢
Dedicated Workspaces
Complete data isolation between organizations
The difference timing makes
After the call
Too late to help
Customer left frustrated, ticket escalated, you're searching for answers that could have resolved it
vs
During the call
When you can act
Real-time diagnostics, instant solutions from past tickets, resolved on first contact
Convo across your support workflow
From triage to resolution, enhance every support interaction
🎯
Initial Triage & Diagnosis
Quickly identify issue type and severity. Convo suggests diagnostic questions and categorizes problems based on symptoms and error patterns.
“API error 503 - check service status dashboard first”
🔧
Guided Troubleshooting
Step-by-step resolution paths based on what's worked before. Convo adapts guidance based on customer responses and system behavior.
“If cache clear didn't work, try registry reset next”
📚
Knowledge Base Integration
Instant access to relevant documentation and solutions. Convo surfaces the exact article section that addresses the customer's specific issue.
“KB Article 2847 Section 3 has the exact fix they need”
✅
Resolution & Documentation
Confirm fix and document solution for future reference. Convo helps create clear resolution notes and identifies preventive measures.
“Document: Firewall rule was root cause - add to common fixes”
Works with your existing tools
Seamless integration with your support stack
🎫
Ticketing Systems
Zendesk, ServiceNow, Freshdesk, Jira Service Desk
💬
Communication
Slack, Teams, Intercom, Live Chat platforms
📖
Knowledge Base
Confluence, SharePoint, Notion, Custom KBs
Frequently asked questions
How does Convo help with technical troubleshooting?
Convo analyzes symptoms and error patterns in real-time, then suggests proven diagnostic steps from your knowledge base and past resolved tickets. It identifies similar issues instantly and provides step-by-step resolution paths that have worked before.
Can new agents use Convo effectively?
Yes! Convo is especially valuable for new agents. It provides expert-level guidance instantly, helping L1 agents resolve complex issues typically handled by L2/L3. New agents ramp up 70% faster and achieve veteran-level resolution rates within weeks.
How does Convo reduce average handle time?
By instantly surfacing relevant solutions, eliminating research time, and providing clear troubleshooting steps, Convo cuts handle time by 40%. Agents no longer need to search through documentation or consult colleagues - the answer is right there.
Does Convo work with our existing ticketing system?
Yes, Convo integrates seamlessly with all major ticketing platforms including Zendesk, ServiceNow, Freshdesk, and Jira Service Desk. It pulls historical ticket data for context and can update tickets with resolution notes automatically.
Ready to deliver exceptional support?
Join support teams achieving 75% first-call resolution and 40% faster ticket closure
Sources & References
- Customer Support Technology Report (Zendesk, 2025)
- First Call Resolution Best Practices
- Support Team Performance Benchmarks