Internal · Support team

How FINDR support works

A four-tier funnel. Each tier answers what it can so the next stays small, which is how a small team covers rides, food, delivery, stays, and business tools.

🔒 For the FINDR team. Please don't share outside

The funnel

Prevent

Proactive push & SMS updates keep people informed (order accepted, driver on the way, delivered) so most never need to ask.

▼ if they still have a question

Feria answers

The in-app AI assistant answers common questions instantly, 24/7, from a curated FAQ: payments, refunds, tracking, OTP, driver sign-up, POS, and more.

▼ can't help, or "talk to a human"

Get help

Reach a person

One tap opens WhatsApp, an in-app message (files a ticket), or email, pre-filled with the order/ride it's about.

▼

WhatsApp inbox

The team answers on WhatsApp from one shared inbox: assign a chat, add internal notes, resolve. What Ghanaians already use.

▼ when it needs structure

Helpdesk + customer view

Structured tickets with priority, assignee, and SLA, plus the customer's full FINDR history (orders, payments, ride, disputes) right beside the chat.

One way in

WhatsApp / phone

+233 59 484 1885

support@findrgh.com

In the app

“Get help” + Feria

What each tier does

Feria (T1): the first responder. It learns: anything it can't answer is flagged for review, and once you teach it the answer, it handles that question forever after. Keeping Feria sharp is the single biggest lever on your workload.
Get help turns a dead end into a hand-off. From Feria or any order/ride screen, the customer reaches a person with the context already attached, so you're not asking “what's your order number?”.
WhatsApp inbox (T2): the day-to-day queue. Assign yourself a chat, leave notes for teammates, mark resolved. Canned replies (macros) keep answers consistent and fast.
Helpdesk (T3): for anything that needs tracking or isn't WhatsApp (email, phone, in-app messages). Tickets carry priority + SLA, and the customer view shows their recent orders, payments, active ride, and open disputes so you can resolve without hunting.

Playbook: small team

Share the queue. Everyone works WhatsApp + tickets. One person owns “teaching Feria” each week; one owns driver/courier onboarding (it's predictable and batchable).
Cover the peaks. Ghana daytime plus the meal and evening ride rush is where volume lands.
Lead with macros. Use the saved replies and edit the [bracketed] bits before sending: fast and consistent.
Urgent vs. not. Reserve the phone line for safety / stuck-ride issues; WhatsApp for everything else. Outside a 24-hour window, WhatsApp needs an approved template.
Close the loop weekly. Review what Feria missed → teach it. Review the top ticket reasons → fix the product or add an FAQ. Support is your best product feedback.

What to measure

Feria deflection

Share answered without a human; should climb weekly.

First response

How fast the first reply goes out.

Resolution time

Open → resolved.

Reopen rate

Tickets that come back = not really solved.

Reason × segment

Which issues, which users (customer / driver / courier / business); tells you where to invest.

A request, end to end

A customer asks Feria “my payment failed.” Feria answers from the FAQ: resolved, no human needed.
If they're still stuck, they say “talk to a human.” Feria shows Talk to our team.
They pick WhatsApp (lands in the shared inbox) or “Send us a message” (opens a ticket).
An agent opens it, clicks Look up FINDR customer, and sees the failed payment on their history.
Resolve: a refund through the normal flow, or a quick reassurance macro. Log the reason for the weekly review.

🔒 Internal FINDR support guide. Please keep it within the team. Questions or fixes? Ping the support channel. 🇬🇭