Support that sounds like you.
Faye answers your customers from your support inbox, in your tone, under a name you choose. Order questions are checked against live tracking. Everything else goes to your team, with her draft ready.
Exclusive to Freedom Fulfilment clients
“Where is my order?” Answered from live tracking.
Faye checks the order and the carrier’s latest scan before she writes a word. Her reply gives the status in plain English and the carrier’s own tracking link, nothing more.
- Email arrivesIn your support inbox
- Order checkedLive order and carrier tracking
- Reply draftedIn your tone, with the carrier link
- Approved or sentAnything unsure goes to your team
- Carrier tracking links only
- Spots an order number from another store and asks for the right one
- Can’t find the order? She asks for the number or checkout email
Everything else goes to your team. With her draft ready.
Refunds a customer insists on, damaged items, “am I talking to a real person?”, legal threats, chargebacks and anything she isn’t sure about land in Escalations. Approve her draft, edit it or take over.
- Each one tagged with why it needs you
- Approve, edit or take over
- Before a refund she can offer the replacement or discount you set. The money decision stays with you
Approve every reply, let her send, or switch her off.
You decide how much Faye does on her own, and you can change it at any time from your FF app.
See exactly what Faye does.
Every ticket, every reply and everything she knows, in the Customer support tab. Shown here with our demo account.
How she’s doing. At a glance.
Tickets handled without help, her quality score, first response and resolution times, plus refunds saved and reviews driven, over 7, 30 or 90 days.
- Handled by Faye and quality out of 100
- First response and resolution time
- Open escalations, one tap away
Every email. And how she answered.
Every customer email with Faye’s reply, its status, her confidence and a quality score out of 100. Filter by what she handled, what needs you or what you took over.
- Search by customer, order or subject
- Confidence and quality on every reply
- Low-quality replies are easy to find
What she knows. And you can correct it.
Everything Faye has learned about your brand, from your past emails, your store and our product records. Your corrections always win.
- Products, policies and common questions
- Refreshed weekly and when a product changes
- Add a fact or correct one in a click
Your team asks in Slack. Faye answers.
Add Faye to the Slack channel you share with our team. Ask about any order and she replies with its status, the last carrier update and the tracking number, in the same format every time.
- Status, last update and tracking, from live data
- A fixed, factual format
- Damage and refund questions go to our team
Sounds like your team. Signs as the name you choose.
In set-up Faye reads your past support emails, learns your store and your policies, and signs as Faye, your founder or another name. Test her with your own questions before she goes live.
- Seven steps in your FF app
- Your offers, discount codes and review platform
- Replies arrive a few minutes after the email, at a natural pace
If she can’t confirm it, she won’t say it.
Faye is built to be accurate first and helpful second. These rules hold on every reply.
- Order answers come from live tracking, never a guess
- Carrier tracking links only
- Never says where products are made unless you tell her what to say
- A safety check holds any reply that strays outside the facts
- Never claims to be a person. If asked, it comes to you
- Refunds, replacements and credits are always your call
Faye comes with your fulfilment.
So does everything else. These tools only work because they are connected to the system that ships your orders. They are not sold separately. They come with your fulfilment.
- Stock financedWe fund the stock order
- Packed in your brandEvery order, your packaging
- The FF appEvery order, issue and invoice, live
- Relay Delivery EmailsIn your branding, from your address
- Faye customer supportReplies as your brand, in your tone
- A brands teamNew products and markets, planned with you
Questions about Faye.
Order questions: where is my order, is it running late, has it arrived. She checks the order and the carrier’s latest scan first, then replies with the status and the carrier’s tracking link.
Refunds a customer insists on, damaged items, legal threats, chargebacks, safety issues, upset or VIP customers, “am I talking to a real person?” and anything she is not sure about. Each one comes with her draft.
Only if you choose. Every brand starts by approving each reply. You can then let her send for the questions you pick, and switch her off at any time.
Your brand. Replies come from your support address under the name you choose: Faye, your founder’s name or another name.
During set-up she reads your past support emails and your store. You can test her with your own questions and correct anything she has learned.
No. She can offer the replacement or discount you set. Money decisions always stay with a person.
Faye is exclusive to Freedom Fulfilment clients. Apply, and we set her up in your FF app.
Hand over the supply chain.
Keep the growth.
Apply in two minutes. Our team reviews every application and replies within one working day.