System Optimization (16 days post-launch)

CloseBot launched this update just 16 days ago... and the adoption has been overwhelming. In just 16 days CloseBot V2 is already handling about 50% the volume CloseBot Classic was at its peak. This is impressive considering it took CloseBot Classic 2 years to reach this peak. 2 years to slowly scale infrastructure, support, stability, etc.

Since launch we have put a hard stop on new features until we are happy with the platform trust. This means our team is living in support, sifting through user messages to separate dev issues from new-user confusion and implementing UI/UX (front end) updates to alleviate user confusion issues and backend fixes to improve reliability.

The next feature we will be releasing is re-billing. And this is still expected to be released this week. The rest of the features that can be found on our roadmap HERE will start to roll out more regularly after we have attained zero active support tickets in the developer inbox... this means we have successfully reached our stability goal.

We now have users migrating from CloseBot Classic... some coming from the ZappyChat acquistion... and some coming in to CloseBot for the first time. That results in a lot of support inquiries. We now have the following set up:

| -> you will always engage with the AI first when you're chatting with support. Our AI currently resolves 55% of all chats without ever needing a human. Our goal is to get this to 70%.

| -> If the AI can't help you, we get a human involved. We have doubled our human support staff and they are constantly being trained so they will be experts in the UI and optimization of CloseBot

| -> These are the support team who know about the fine details of how things in CloseBot work. Some of them may even have some dev experience. The Level 1 team elevates chats to this level if they are unsure how to diagnose and fix an issue.

| -> Level 2 may elevate issues to the developers if they believe a fix needs to be implemented to resolve an issue. Ideally, our platform would have zero dev issues and our level 1 and 2 support team would be trained well enough to tackle 100% of inquiries... but there are always areas to improve!