Customer support that sounds like you.
And never misses a beat.
Faye answers your customers from your own inbox, in your brand’s tone, under a human name you choose. Every request is tracked until it is resolved, so founders can focus on growing the brand.
Hi, my order #YB24410 still has not arrived and I would like a refund please.
Hi Ella, so sorry for the wait. Good news: your parcel is out for delivery today. Here is your tracking link. I will check in tomorrow to make sure it has arrived safely.
Illustrative conversation, sample data. Sender name chosen by the brand.
Save time. Save money.
Keep more customers.
Every day of the year, so customers get help while they still care.
The hours you pay for order updates go to the cases that need a person.
Refund requests are turned around before a refund is the only option.
Happy customers are asked for a review at the right moment.
Connected in minutes.
Sounding like you from day one.
- 01Connect your inbox
A couple of clicks from the Customer support tab in your FF app.
- 02Faye learns your tone
It reads your past tickets and replies the way your team does.
- 03Choose the sender
Faye, your founder’s name or another human name. Customers see a person, from your brand.
- 04Go live, your way
Start by approving each reply. Let Faye answer routine questions on its own when you are ready.
One email in.
One accurate answer out.
Faye reads the order, not just the email, then replies in your voice. Anything sensitive goes to a person with a draft ready.
Every request tracked.
Until it is resolved.
Each email becomes a ticket. Follow-ups are scheduled and sent on time, and a ticket only closes when the customer is sorted.
- Nothing slips through a busy inbox
- Follow-ups on time, every time
- Clear response times you can see
Illustrative data.
Turns refund requests around.
Then asks for a review.
Before a refund, Faye offers what is reasonable: an exchange, store credit or a discount code. When a customer is happy, it asks for a review on the platform you choose.
- Refunds saved and A$ kept, tracked for you
- Trustpilot, productreview.com.au or Facebook, your pick
- Money decisions always need a person
The colour is not quite what I expected. Can I get a refund?
I am sorry it was not what you pictured. Would a free exchange for another colour help? Or keep it with 20% back as store credit, whichever you prefer.
The exchange would be great, thank you!
See exactly what Faye does.
Switch it off any time.
Tickets handled, reply times, refunds saved and reviews driven, with a master switch at the top of the Customer support tab.
Illustrative data. Your numbers appear in your FF app once Faye is set up.
Human-feeling support.
Without the roster.
| Virtual assistant | Faye | |
|---|---|---|
| Reply time | Hours, depending on shift and time zone | ✓Minutes, every day of the year |
| Follow-ups | Easy to forget | ✓Logged, scheduled and never missed |
| Consistency | Varies by person | ✓Your tone and policy every time |
| Refund requests | Often refunded straight away | ✓Turned around first, where it makes sense |
| Sensitive cases | A judgement call | ✓Passed to your team, with a draft ready |
Your brand,
protected.
If Faye cannot confirm it, it does not say it.
Refunds, replacements and credits always need a person.
Replies go out under your sender name. Customers deal with your brand only.
Your team checks each reply before Faye sends anything on its own.
A master switch in your FF app, effective immediately.
Hourly caps, no replies to automated mail, and a person steps in when a thread goes back and forth.
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 financedA small deposit, we fund the rest
- ✓Packed in your brandEvery order, your packaging
- ✓The FF appEvery order, issue and invoice, live
- ✓Doorstep delivery emailsIn your branding, from your address
- ✓Faye customer supportYour support companion, in pilot
- ✓A brands teamNew products and markets, planned with you
Questions about Faye.
Plain answers.
Faye’s email support is in pilot with one brand, with every reply approved by a person. Freedom Fulfilment clients join next. Order answers for your team in Slack are live today.
Your brand. Replies go out from your support address under the human name you choose: Faye, your founder’s name or another name.
During setup Faye reads your past support conversations and matches how your team writes.
No. It offers reasonable alternatives first and prepares refunds for your approval. Money decisions always stay with a person.
Faye is exclusive to Freedom Fulfilment clients. Apply, and we set it up from 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.