Use Case
When a customer has a question about an order, Scutt’s Mutts answers it inside a personalized video instead of sending them to a help center. Right on screen they can check where their order is, start a return in a couple of taps, or adjust their auto-ship subscription, skip a delivery, change the date, or swap the food, without leaving the video or waiting on an agent.
Because the video is tied to that customer’s account, the order, the subscription, and the options shown are their own, so the most common requests are handled in the moment. Letting people fix things themselves, especially the subscription, keeps a small hiccup from turning into a cancellation or a support ticket.
Outcome
Self-serve resolution lowers support load, speeds up answers for customers, and protects subscription retention by making changes easy instead of a reason to cancel.
