Short answer: you do not need a big system to support customers well. In one day you can pick two or three channels, put them in one shared inbox, write answers to your ten most common questions, add live chat to your website and agree who answers what and how quickly.
What should I do in the morning?
In the morning, choose your channels, create one shared inbox, add live chat to your website and connect email. Start with the two or three channels your customers already use. By lunchtime every message should land in one list instead of in personal mailboxes.
- Choose your channels. Start with the ones your customers already use: website chat and email for most businesses, plus WhatsApp or Instagram if that is where they find you. Two or three is plenty.
- Create one shared inbox. In Frosvo, create a free workspace and add your website. Every channel you connect lands in the same list, so nothing sits in a personal mailbox. See getting started.
- Add live chat to your website. Paste one line of script before the closing body tag, or install a plugin for WordPress, WHMCS, Joomla, PrestaShop or Magento. See install the chat.
- Connect email. Read your support mailbox in the inbox and, if you like, send from your own address. See reading a mailbox over IMAP and sending from your own address.
What should I do in the afternoon?
In the afternoon, list your ten most common questions, write one short article for each, and turn the answers you send most into saved replies. If you are on a paid plan, you can also let the AI assistant answer from those articles and hand over to a person when unsure.
- List your ten most common questions. Think back over the last month: delivery, prices, returns, how to book, how to log in.
- Write one short article for each. Answer in the first sentence, then the steps. Put them in your knowledge base.
- Create saved replies for the answers you send most. See saved replies and macros, and start from the free canned response templates.
- Optional: turn on the AI assistant to answer from those articles and hand over to a person when it is not sure. It is available on the paid plans. See the AI assistant.
How do I agree who answers what?
Set your hours and an away message, decide who answers billing, orders and technical questions, set a first-reply target, and invite your team. Writing these rules down on day one means nobody has to guess who should reply or how fast.
- Set your hours and an away message so customers know when to expect an answer. See office hours.
- Decide who answers what. Assign owners for billing, orders and technical questions, or use routing so new conversations go to the right person.
- Set a target. For example, a first reply within a few minutes during chat hours and within a few hours for email. Write it down and track it in reports.
- Invite your team. Everyone gets their own login. See your team.
What should I do in the following week?
Test the chat from a phone and another browser, read every conversation once a day, add one article a day for the repeat questions, and set up notifications so you hear about messages quickly. The first week is for learning what customers really ask.
- Test the chat from a phone and from another browser.
- Read every conversation once a day and note the repeat questions.
- Add one article a day for the questions that keep coming back.
- Set up notifications so you hear about a new message right away. See notifications.
What does it cost?
Frosvo's free plan gives you live chat on one website, the shared inbox and the apps with no time limit and no card. Paid plans add the AI assistant, more seats and automation when you need them. The pricing page lists every plan and the cost of extra seats.
Frosvo's free plan gives you live chat on one website, the shared inbox and the apps with no time limit and no card. Paid plans add the AI assistant, more seats and automation when you need them. See pricing.
Start free and follow the plan above; most small teams are answering real customers by the end of the day.