Why customer service on Discord?
Your customers are already there. Instead of sending them to yet another contact form, they open a private ticket right in Discord. Order details never appear in public chat.
The “Shop / customer service” template
The template creates a “Customer service” category, an info channel on shipping, returns and payment, the “Customer Service” role and a panel with four options: order, return, payment and invoice, and other.
Forms ask for the order or invoice number and the request. Complaints automatically get high priority.
Answer faster
- Snippets for delivery times, returns and payment methods, with placeholders such as {user} and {number}
- Reply straight from the web dashboard, even without the Discord app
- Internal notes the customer never sees
- A reminder when a ticket has been waiting too long
Measure quality
Statistics show opened and closed tickets, average first response and handling time. After closing, the bot can ask for a rating by direct message. From Business you can export the data as CSV or pull it into your own systems via the API.
Frequently asked questions
Is customer data protected?
Tickets are private channels only the customer, support roles and the bot can see. Credentials are stored encrypted. Details are on the security page.
Can I use my own branding?
With Enterprise your name and logo appear in transcripts and reports, and the bot uses your name and picture on your server.
