Use case · Support teams
Stop answering the same ticket. Fix it.
Support sees every rough edge first and answers for it, ticket after ticket. Croft lets your support team ship the small product fixes behind the queue: in plain language, on the real product, inside guardrails your engineers set.
Priya · Support lead
Let support issue refunds up to £100 without pinging a manager. Anything above that should still need approval.
Croft
Done. Self-serve refunds up to £100 for the support role, manager approval kept above it. Every refund still lands in the audit log. Running in your preview now.
Guardrail · payments scope
Refund logic is marked sensitive. Sent to the platform team for sign-off before release.
Shipped
Approved by Dana · Deployed to production · 28 minutes end to end
Every macro is a product fix that never happened.
Your team has a saved reply for that, and the reply only exists because the product couldn’t change. Support already knows which hundred tickets arrive every month and exactly what would stop them. What’s missing isn’t the knowledge. It’s the ability to act on it.
Ship the fix, not the workaround.
The best deflection isn’t a better macro. It’s a product that stops generating the ticket.
Show the answer before it's asked
Delivery status on the account page, progress a customer can see for themselves. The commonest question in your queue, retired by making the product answer it.
Retire whole categories
A cancellation-reason dropdown, an address a customer can fix without writing in. One small change and a hundred tickets a month stop arriving.
Fix the words
A confusing label costs you fifty conversations a month. Support knows exactly which one, and now the fix takes an afternoon, not a quarter.
Trusted a little more every week.
New team members start supervised, with every change reviewed. Trust grows per person, not per team, and anything touching payments or customer data always waits for sign-off. The speed comes from the rails, not despite them.
Scopes
Decide who can touch what. This module yes, that service no. People work freely inside their scope and can't wander outside it.
Trust levels
New users start supervised, with every change reviewed. Trust is earned per person, and engineers can widen or tighten it at any time.
Approval gates
Anything you mark as sensitive, like billing, data, or auth, always requires engineering sign-off before release, no matter who made the change.
Everything on the record
Every request, change, review, and release is logged. If something needs a second look, the whole trail is right there.
Built for the front line.
High-volume B2C support. When the queue never empties, the top ticket categories are usually product fixes nobody scheduled: visibility, self-serve, clearer words. Croft turns your deflection backlog into changes your own team ships.
Support teams that own the experience. Where CSAT lives with support but the product backlog doesn’t, the people accountable for the number finally get their hands on the thing that moves it.
Bring your top ten tickets.
We’ll show you how many are one small change away from never arriving again. Thirty minutes, no slides.