Can I change my delivery address?
The address can be changed before the order leaves the warehouse. Contact customer service and we will help you check what applies to your order.
Published article · General rules, no customer dataTicketing system for customer service with AI Everything you know.
In every answer.
Supportifier builds a knowledge base from what you already have and uses it in email, chat, phone and WhatsApp. The AI only answers what is in it, checks every claim against the source and can cancel an order or book a return directly in Shopify. Every new ticket makes the knowledge better.
Start in one channel. The same knowledge follows when you expand.
One shared foundation SUPPORTIFIER
DocumentsWebsite & FAQPast tickets
Your verified knowledge baseYour answer. In the right place.We build the foundation. You review the knowledge.
- Public help centreFind the answer yourself
- AI formHelp before the ticket is sent
- AI and live chatAsk, and reach a person when needed
- Ticketing and inboxLet a team member take over
- Customer portalFollow their own tickets
Customer data when it is needed. Business systems are a separate source of current customer information — fetched in the right customer context and never placed in public articles.
The same knowledge. Different channels and permissions.
Change it once. Right everywhere.One knowledge base for every channel
Every claim is checked.Against the source, before the customer sees it
Customer service that learns from every answer.Gaps become new articles
Supportifier is a Swedish ticketing system for customer service with AI agents, developed by Successifier AB in Stockholm. Email, chat, forms, phone, WhatsApp, Messenger and Instagram land in one shared inbox. AI agents answer from a team-reviewed knowledge base, fact-check every answer against the source and can cancel, refund and change addresses in Shopify, WooCommerce and Magento, book returns in Shopify and issue credit memos in Business Central. Customer data stays in the EU/EEA, never used for AI training. Supportifier serves customer service teams in SMEs, especially in e-commerce.
Watch the film
Supportifier in 30 seconds.
What the film shows
Customers ask the same question over and over, for example “Can I change my delivery address?”, and new tickets keep coming in. Supportifier gathers your documents, your website and FAQ, and past tickets into one knowledge base. The answer becomes a reviewed article with its source, and the same answer is then used in the help centre, the AI form, the chat, the inbox and the customer portal. One knowledge base, all of customer service. The film has music but no speech.
The customer's experience
Dold Adress and Serus.
Two companies that needed to answer more customers faster, without compromising on quality or tone.
Read the customer stories
”Supportifier tar hand om vår mejlhantering på ett sätt som faktiskt fungerar i praktiken. Resultatet är kortare svarstider och ett team som får fokusera på det som verkligen kräver en människa.”
Translated from Swedish: ”Supportifier handles our email in a way that actually works in practice. The result is shorter response times and a team that gets to focus on what genuinely requires a human.”
Ida RosellCOO · Dold Adress
”Vi bygger för skala och kan inte kompromissa med kvaliteten i kunddialogen. Supportifier håller måttet: snabbare svar, mindre manuellt arbete och en kundupplevelse som faktiskt blev bättre. Teamet bakom förstår både tekniken och var den gör verklig nytta.”
Translated from Swedish: ”We build for scale and cannot compromise on the quality of our customer dialogue. Supportifier delivers: faster answers, less manual work and a customer experience that actually got better. The team behind it understands both the technology and where it makes a real difference.”
Filip LandgrenCEO and founder · Serus01 — One knowledge base. All of customer service.
From self-service
to personal help.
Customers can find the answer themselves, ask in the form, talk to the chat or follow their ticket in the customer portal. Whatever needs a person becomes a ticket in the team's inbox, with an owner, a status and the whole history, and the team continues from the same knowledge.
INTERACTIVE EXAMPLE · No question is sent. No customer data is fetched.
Before contact
The answer is where the customer looks.
A public help centre with searchable articles and categories. Customers find published knowledge without starting a conversation.
Self-service on your own website.
Read about the help centre The same question in all five views:Can I change my delivery address?Before a ticket is sent
A form that actually helps.
As the customer describes their question, relevant help from the same knowledge base appears. The option to contact a person remains.
Help first. A ticket when it is needed.
Read about the AI form The same question in all five views:Can I change my delivery address?In the conversation
The same knowledge. A dialogue.
The chat answers from the reviewed knowledge. When that is not enough, the conversation can be handed to a team member, who sees what has already been said.
A person takes over — without the customer starting again.
Read about AI and live chat The same question in all five views:Can I change my delivery address?When the team is needed
A ticket. Not a restart.
The team member works from the same knowledge foundation. Relevant ticket information and an AI draft help the team take the question further.
Review the material. Help with what remains.
Read about the inbox The same question in all five views:Can I change my delivery address?After contact
The customer sees their own ticket.
In the customer portal, customers follow their tickets, the status and the conversation behind a login. Internal comments and AI drafts are not shown here.
The customer does not have to ask where things stand.
Read about the customer portal The same question in all five views:Can I change my delivery address?On your websiteEXAMPLE DATA
Help centreOpen to everyone
What do you need help with?
Can I change my delivery address?Search example
OrdersDeliveryReturns
Contact customer service
We will help you on.
An AI form on your website. Try it with a ready-made example question.
Your question · Example
Hi! I accidentally entered my old address. Can I change it?
An ordinary contact option remains. This is not a booking form and sends no ticket.
Your customer serviceAI and live chat · Example conversation
Can I change my delivery address?
Answer from the knowledge base
The address can be changed before the order leaves the warehouse. To check your particular order we first need to identify you and fetch the order status.
InboxAwaiting a team member
Incoming email · Example
Delivery address change
Context for the team
The customer wants to change the delivery address. For a personal answer the team needs to identify the customer and check order status.
AI support · For review
The address can be changed before the order leaves the warehouse. Check the customer's order status before confirming that the change can be made.
Customer data: needs checkingNo address has been changed and no answer has been sent. Handover and available context depend on the flow you roll out.
My ticketsSigned-in customer
Your tickets
Open tickets- Delivery address change#4182 · Updated todayWith customer service
- Invoice for order 55120#4166 · Updated last weekResolved
The conversation in ticket #4182
You
Hi! I accidentally entered my old address. Can I change it?
Customer service
The address can be changed before the order leaves the warehouse. We are checking where your order is and will reply in this ticket.
The customer portal shows the customer's own tickets. Internal comments, AI drafts and other customers' tickets are not shown here.
The same knowledge sourceDelivery address changeRead the source
Delivery terms: The address can be changed before the order leaves the warehouse.
One reviewed rule is used in all five examples. The public help centre shows published content only. Internal instructions and personal customer data are not public.
Different ways in — not five steps the customer has to pass through.
02 — The AI agents
The customer asks.
The AI agent finds
the right answer.
Before the AI agent answers, it goes through two things: your knowledge base and what you know about the customer. Then it answers directly, following the same rules as your team.
A claim that is not in the source stops the automatic answer. The AI agent then says so and points the customer to a team member: in live chat when someone is available, otherwise as a ticket in your inbox.
See the AI agent in the chat01
The question
Reads the question in context.
The AI agent starts from what the customer actually writes and the conversation so far. In the inbox it also has the whole ticket thread and the customer's past tickets in front of it.
02
The knowledge base
Finds the rule that applies.
It retrieves the reviewed articles that match the question: terms, procedures and answers you have already approved.
03
The customer's details
Checks the customer's situation.
When the customer is identified and your systems are connected, it fetches current details from them, such as order status, delivery and payment. Reading an order is not the same as changing it, so you decide per action whether the AI leaves it, suggests it or does it itself: cancel, refund, change address or book a return.
04
The answer
Checks, then answers.
Before the answer is shown, every date, price, term and link is checked against the source, and the answer is marked Safe, Review or Unsure. In the chat and the AI form, the customer gets the answer straight away. In the inbox, the draft is ready in the reply box. In the categories you have switched on, the AI agent sends safe answers itself.
03 — The work behind the answersYou do not have
Change the knowledge.
You do not have
to write a new
knowledge base.
We gather and structure your documents, website and past customer tickets. You review what applies. That shared foundation is then used in the help centre, the AI form, the chat, the inbox and the customer portal — within each channel's permissions.
One change · Five usesSIMULATION
Change the knowledge.
Not four different systems.
See the difference between a proposal and published knowledge.
Delivery address changeVersion 1 · Published in the example
The address can be changed before the order leaves the warehouse.
All five views use the same published version. No real knowledge is changed.
Help centre
The address can be changed before the order leaves the warehouse. Contact customer service and we will help you check what applies to your order.
AI form
The address can be changed before the order leaves the warehouse. If you need help with your specific order, you can pass the question on to customer service.
Chat
The address can be changed before the order leaves the warehouse. To check your particular order we first need to identify you and fetch the order status.
Inbox
The address can be changed before the order leaves the warehouse. Check the customer's order status before confirming that the change can be made.
Portal
The address can be changed before the order leaves the warehouse. We can see where your order is and will write here in the ticket what applies to it.
Illustrative product view. Review, publishing, synchronisation and permissions are decided during rollout. No automatic or instant publishing is promised.
The questions show what is missing.
We help you fill the gaps. A single answer does not automatically become a new rule for every customer.
- An unanswered question reveals a knowledge gap.
- A suggested improvement is drafted from the source material.
- You review what should apply and be published.
- The updated knowledge can be used in the relevant channels.
04 — The support team's workspace
When the team takes over,
the workspace is
already here.
The ticket, the customer and the source material are in one place. The team member does not have to search four systems to be able to answer.
Tickets today · ExampleEXAMPLE DATA
| Ticket | Owner | Status | SLA |
|---|---|---|---|
| Delivery address changeDeliveryAI draft | Elin | In progress | 2 h left |
| Invoice missing for order 55120Invoice | Jonas | Waiting on customer | Paused |
| Return of a faulty itemReturn | Unassigned | New | 30 min left |
Selected row
Everything needed to answer.
- Owner and status
- Who owns the ticket and where it stands right now.
- Labels
- Topic and flow, so similar tickets can be followed as a group.
- AI support
- A draft built on the reviewed knowledge — for the team member to approve or rewrite.
- SLA
- How much time remains against the response time you have decided on.
Opening hours and staffing
Input for staffing. Not a schedule.
Based on inflow per hour and handling time, the system can show where the need is greatest. It is a suggestion to take a position on — Supportifier does not schedule staff and does not book working hours.
- 08–10High inflowSuggestion: 3 team members
- 10–14Even inflowSuggestion: 2 team members
- 14–17Lower inflowSuggestion: 1 team member
Illustrative product view with example data. Tickets, names, times and suggestions are invented.
05 — Follow-up
See what works.
Improve what
does not.
Follow-up should be usable for decisions: where the knowledge is enough, where it is not, and where the team's time goes.
- 1,240Tickets inAll channels
- 1 h 40 minMedian response timeFirst reply
- 38Waiting ticketsRight now
- 94%Within SLAOf answered
- 4.4 / 5Customer satisfaction312 responses
The AI's contribution
Two different things, counted separately.
612 ticketsAI-assisted answers
A team member received a draft, reviewed it and sent the answer. A person stood behind every answer.
184 ticketsAutomatically resolved tickets
The customer was helped without a team member stepping in — within the flows you have approved for automatic handling.
What the figures point to
The questions without answers are the most useful list.
- Can I change size after purchase?48 ticketsKnowledge gap — a proposal is ready for review
- When is the money taken?31 ticketsConflicting answers in two sources
- Do you deliver to Åland?12 ticketsMissing entirely from the material
Every figure on this page is example data to show the view. They are not measured results and not a promise of what you will achieve.
06 — On your website
On your website.
With your brand.
Customers should recognise where they are. The help can live in your own site, on your own address and in your own systems.
Widget, domain and API are part of the agreed arrangement. Scope and setup are covered before the start.
07 — Information from your systems
The policy is the same.
The customer's situation
is not.
The knowledge base describes the rules. A connection to your systems can add current order status, payment or tracking in the right customer context. Personal customer data does not belong in a public help centre.
See all integrationsEmailGmail · Microsoft 365
IMAP and SMTPBusiness systems and web shopsShopify · WooCommerce · Magento
Visma · Business Central · ViskanPaymentsStripe · Billecta
QliroDeliveriesPostNord · DHL · DSV
Ingrid · ShipmondoCustomer dataVoyado · Retool · Clerk
Gmail history
IMAP and SMTPBusiness systems and web shopsShopify · WooCommerce · Magento
Visma · Business Central · ViskanPaymentsStripe · Billecta
QliroDeliveriesPostNord · DHL · DSV
Ingrid · ShipmondoCustomer dataVoyado · Retool · Clerk
Gmail history
The connections available today. The Shopify app installs from the Shopify App Store. Other systems connect through the API or are built during rollout.
08 — A manageable first step
Start where the questions
already arrive.
You do not have to roll out everything at once. Start with self-service, the chat or the team's inbox. The next channel uses the same knowledge foundation.
Find your first step01
Supportifier
We set up the foundation.
We go through your sources, build the knowledge and prepare the chosen flow. You review the content that will be used.
02
Your team
You decide what is used.
Review articles and test answers before they reach customers. Choose what may be public and which questions should go to a person.
03
Together
We expand what works.
Add more channels without starting over on the knowledge. Customer data, permissions and limited automation are decided together.
09 — A clear arrangement
Know what is included.
Before you start.
The platform, the rollout and any integrations should be clearly described. We go through what you need and what can wait.
Go through your arrangementPlatform and operationAgreed scope
and volume
and volume
RolloutSources, knowledge work
and launch
and launch
IntegrationsSpecified connections
and ongoing responsibility
and ongoing responsibility
Pricing is based on your scope. We go through volumes, rollout and responsibilities before you take a position on an arrangement.
Next step
Which question have you
answered the most
times this week?
Bring it to a walkthrough. We show how the same answer can help the customer on your website and the team in the inbox.
Start from your own material.
Supportifier Knowledge Analysis shows where questions recur, which answers already exist and where you need to fill the gaps.
Your most common recurring questionsThe knowledge that can already be usedA concrete proposal for the next step
Before we meet
Fair questions.
Straight answers.
What do Supportifier's AI agents do?
They go through your knowledge base and what you know about the customer, and give the answer directly in the chat and the AI form, where an identified customer's orders and deliveries can be included. In the inbox they also read the ticket thread and the customer's past tickets and draft replies for your team. Every answer is fact-checked against the source first. Where you allow it, they can also cancel an order or book a return. When the source material is not enough, they say so instead of guessing and point the customer to a team member.
Is Supportifier a ticketing system for customer service?
Yes, that is the foundation. Email, phone calls, messages from WhatsApp, Messenger and Instagram, and chats and forms that need a team member become tickets in a shared inbox, where every ticket has an owner, a status, labels and the response time targets you set. The customer can follow their ticket in the customer portal. On top of that, the AI agents go through the knowledge base and draft replies for the team, or answer directly in the chat and the form.
Do we need a finished knowledge base?
No. We start from the material you already have: past tickets, documents, your website and existing answers. We structure the knowledge and you review what should be used.
Do the help centre, the form and the chat need their own knowledge bases?
No. They use the same reviewed knowledge foundation as the team's inbox. You decide which content may be published or used in each channel. Updates follow your review and publishing process.
Will internal instructions and customer data become public?
No. Shared knowledge does not mean shared access. The help centre shows published content. Internal instructions and personal customer data should only be used where the right permissions and customer identification exist.
Can customers still reach a human?
Yes. The help centre, the form and the chat are different routes to help, not mandatory obstacles in front of the team. Which questions are handed over, and what context follows along, is decided during rollout.
Do we have to replace our current support system?
That is not our starting assumption. First we go through your channels and possible connections. Then we decide what can stay and what needs to change.
Does the AI agent have to send inbox replies automatically?
No. In the inbox you can start with the AI agent writing draft replies that your team reviews and sends. You switch on autopilot per category, and in shadow mode you first see what would have been sent without anything being sent. Once it is on, accuracy is tracked per category, and a category that misses too often is flagged with a suggestion to go back to drafts only. Only answers that are safe, supported by the knowledge base and pass the fact-check are sent automatically.
What happens when the source material is not enough?
Then the question should go to a person. It can also reveal a knowledge gap to fill. A new proposal is reviewed before it becomes applicable knowledge.