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 dataAI formA form that actually helps.
When the customer describes their question in the contact form, relevant help from the same knowledge base is shown before the ticket is sent. If the customer got their answer, no ticket needs to be created. Otherwise the question goes on to the team, with the help already shown as material.
Short answer
Supportifier's AI form is a contact form on your website that shows relevant answers from the knowledge base while the customer describes their question. If the question was answered, no ticket needs to be sent. Otherwise the ticket is sent as usual to the inbox, together with which help has already been shown. The contact option always remains; the form is a route to help, not a barrier in front of the team.
Before a ticket is sent
INTERACTIVE EXAMPLE · No question is sent. No customer data is fetched.
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.
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 an agent
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.
01
Help first. A ticket when needed.
Many tickets are questions that already have an answer. The form shows the answer while the customer writes, so that whoever is helped can finish there, and whoever needs more can send it on.
- Answers while the customer writes
- Based on the question, the articles most likely to answer are shown. The customer sees the general rule right away, for example that the address can be changed until the order leaves the warehouse.
- The customer decides
- "That answered my question" ends without a ticket. "I want personal help" sends the ticket as usual.
- The material follows
- If the ticket is sent, the agent sees which help has already been shown and what has not been checked, for example order status.
02
The same knowledge as the help centre and the chat.
The form uses no answers of its own. It shows the public part of the same reviewed knowledge base the rest of customer service uses. When a rule changes, the answer in the form changes at the same time.
03
The form you already have, with one more step.
Categories, fields and which details are collected are decided during the rollout. The form can live in the help widget on your website or on its own page, and sends the ticket to the same inbox as email and chat.
04
Fewer tickets for the right reasons.
The goal is not to stop contact but to spare whoever already has the answer from waiting for it again. The follow-up shows how many were helped directly and how many sent it on, so you see what the form does.
05
Common questions
Can the customer still submit their ticket?
Yes, always. The form shows help before submission, but the customer decides whether the answer was enough. The option to contact an agent remains at every step, and the ticket is sent as usual to the inbox.
Where do the answers in the form come from?
From the same reviewed knowledge base the help centre and the chat use. The form shows public content only. If you do not have an answer to the question, the form shows nothing made up, and the customer sends the ticket.
What does the agent see when the ticket arrives?
The customer's question, which help has already been shown and what has not been checked. With an AI draft built on the knowledge, the agent can focus on what remains, for example checking the order status.
Where can the form live?
In the help widget added to your website with a code snippet, or on its own page. Which fields and categories the form should have, and which details are collected, is decided during the rollout.
Next step
Start from your everyday work.
Tell us which question takes time today. We go through what a first step could look like.
A clear first step beats a big promise.
See how the knowledge work, the review and the first channel fit together.
How the rollout worksRead more
Our articles are written in Swedish.
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