Elevate Customer Support with AI-Powered Playbooks
Stop juggling tickets and chasing SLAs. Squig automates your entire support operation, from ticket triage to customer satisfaction, so your team can focus on delivering exceptional customer experiences.
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Why Support Teams Love Squig
Connect Support Tools
Integrate with your support stack – helpdesk, CRM, knowledge base, and communication tools. Create workflows that span your entire support ecosystem.
Query Support Data
Ask questions about ticket trends, agent performance, and customer satisfaction in plain English. Get insights to optimize your support operations.
24/7 Support Automation
Your support playbooks run continuously, managing tickets and customer communications. Squig loops you in for complex issues and escalations.
AI-Powered Customer Care
Leverage AI for ticket routing, sentiment analysis, and response suggestions. Scale exceptional customer service across all channels.
Explore Our Support Playbook Library
Ticket Management & Triage
Intelligent Ticket Routing
Automatically categorize incoming tickets by urgency, topic, and customer tier. Route tickets to the right support agents based on expertise and workload.
Key Benefits:
- Faster response times
- Improved first-contact resolution
- Balanced agent workloads
Priority & SLA Management
Automatically assign priority levels based on customer tier, issue type, and business impact. Track SLA compliance and escalate tickets approaching deadlines.
Key Benefits:
- Meet SLA commitments
- Proactive escalation
- Customer satisfaction improvement
Auto-Response & Acknowledgment
Send immediate acknowledgments to customers, provide estimated response times, and share relevant self-service resources based on the ticket content.
Key Benefits:
- Instant customer acknowledgment
- Reduced anxiety
- Self-service promotion
Customer Communication & Updates
Proactive Status Updates
Automatically send progress updates to customers at key milestones, notify about delays, and provide resolution timelines based on ticket status changes.
Key Benefits:
- Transparent communication
- Reduced follow-up inquiries
- Improved customer trust
Multi-Channel Communication
Sync conversations across email, chat, phone, and social media. Maintain context and history regardless of the communication channel used.
Key Benefits:
- Seamless omnichannel experience
- Complete conversation history
- Consistent service quality
Escalation Notifications
Automatically notify managers and senior agents when tickets are escalated, include full context, and suggest next steps based on similar cases.
Key Benefits:
- Quick escalation handling
- Management visibility
- Faster resolution
Knowledge Management & Self-Service
Dynamic Knowledge Base Updates
Automatically identify knowledge gaps from recurring tickets, suggest new articles, and update existing content based on successful resolutions.
Key Benefits:
- Always up-to-date knowledge base
- Reduced ticket volume
- Improved self-service success
Smart Article Suggestions
Suggest relevant knowledge base articles to agents during ticket resolution and to customers through chatbots and help centers.
Key Benefits:
- Faster agent responses
- Consistent solutions
- Enhanced customer self-service
FAQ Generation & Maintenance
Automatically generate FAQs from common ticket patterns, update answers based on successful resolutions, and retire outdated content.
Key Benefits:
- Relevant FAQ content
- Reduced repetitive tickets
- Improved customer experience
Agent Productivity & Training
Agent Performance Coaching
Track agent metrics, identify coaching opportunities, and automatically schedule training sessions based on performance gaps and customer feedback.
Key Benefits:
- Targeted skill development
- Improved agent performance
- Higher customer satisfaction
Workload Balancing
Monitor agent capacity, automatically distribute tickets based on expertise and current workload, and prevent agent burnout through smart scheduling.
Key Benefits:
- Balanced workloads
- Reduced agent stress
- Consistent response times
Real-time Agent Assistance
Provide agents with real-time suggestions, similar case histories, and escalation recommendations while they're working on tickets.
Key Benefits:
- Faster resolution times
- Improved first-contact resolution
- Enhanced agent confidence
Customer Satisfaction & Feedback
Automated CSAT Surveys
Send satisfaction surveys at optimal times, analyze feedback patterns, and trigger follow-up actions for low scores or negative feedback.
Key Benefits:
- Higher survey response rates
- Actionable feedback insights
- Proactive issue resolution
Sentiment Analysis & Alerts
Monitor customer sentiment in real-time across all communications, alert managers to negative trends, and trigger retention workflows for at-risk customers.
Key Benefits:
- Early warning system
- Proactive customer retention
- Improved customer relationships
Follow-up & Relationship Building
Automatically schedule follow-up communications, check on resolution satisfaction, and identify opportunities for upselling or customer success engagement.
Key Benefits:
- Stronger customer relationships
- Increased customer loyalty
- Revenue growth opportunities
Support Operations & Analytics
Performance Analytics Dashboard
Aggregate support metrics from all channels, generate executive reports, track KPIs, and identify trends in customer issues and agent performance.
Key Benefits:
- Data-driven decisions
- Executive visibility
- Continuous improvement insights
Capacity Planning & Forecasting
Analyze historical ticket volumes, predict future support needs, and automatically adjust staffing recommendations based on seasonal patterns and business growth.
Key Benefits:
- Optimal staffing levels
- Cost optimization
- Improved service levels
Incident Management & Communication
Automatically detect service incidents from ticket patterns, coordinate response teams, and manage customer communications during outages.
Key Benefits:
- Faster incident response
- Coordinated communication
- Reduced customer impact
Ticket Archival & Compliance
Automatically archive resolved tickets, maintain compliance with data retention policies, and ensure secure handling of sensitive customer information.
Key Benefits:
- Regulatory compliance
- Data security
- Efficient storage management
Ready to Automate Your Support Success?
Choose Support Playbooks
Select from our support library or create custom playbooks for your unique customer service processes and workflows.
Connect Your Tools
Link your helpdesk, CRM, knowledge base, and communication tools in minutes with our integrations.
Run on Autopilot
Activate your playbooks and watch Squig handle ticket routing, customer communications, and performance tracking.
AI Loops You In
Squig intelligently involves your team for complex issues, escalations, and strategic customer relationship decisions.
Join the Squig Support Playbook Beta
Be among the first to experience the future of customer support automation. Get early access, exclusive updates, and help shape the platform.
