A Familiar Frustration
The origin of KeepComm Intel began with a situation too many people know well. A simple TalkTalk internet installation turned into weeks of disarray; multiple incorrect technician visits, endless rescheduling, and constant delays. When the right person finally arrived, the job was done in minutes. The contrast between dysfunction and resolution was eye-opening.
But perhaps even more telling was what happened next: when attempting to switch providers, the alternatives weren’t any better; in fact, they were either not much better or simply worse. And when we found better, the difference was marginal; not enough to justify the hassle of switching. We realised something bigger was broken. Customers often stay with poor service providers not by choice, but because every other option feels equally frustrating. Mediocrity seems to have become the market standard for way too many companies. And when everyone is failing in similar ways, progress stalls.
An Opportunity, Undermined
Businesses have poured resources into customer service; building call centers, hiring more agents, outsourcing operations offshore for cheap labour, and extending working hours. Yet the results often fall short. Why? Because they tend to favour volume to quality; as if it was enough that there is somebody there to answer the call. As it turns out, they’re solving the wrong problem. Rather than addressing the root of service delivery, many companies apply what can only be described as cosmetic fixes. It’s like hiring more receptionists when what you really need are skilled surgeons.
Traditionally, companies would suffice with creating documentation hubs or learning platforms and making them public. The problem with this approach is that documentation becomes bloated, outdated, and riddled with endless hyperlink trails that lead customers into maze of learning paths, hard to navigate, inconsistent, and at times even contradictory information.
Websites frequently offer clumsy, fragmented systems for customers to reach service providers, erecting barriers and subsequently damaging trust and relationships, especially as companies grow. Most websites, after all, have no attendant. It’s like building a luxury store, stocking it with vending machines, unlocking the doors, and walking away; only returning when something breaks. Meanwhile, businesses continue to invest millions in sleek user interfaces and dazzling marketing campaigns to lure in new customers.
As it turns out, companies are offering "Band-Aids" solutions on a broken system. The modern approach to this problem is an AI solution that truly drives retention with fast, intelligent, and intuitive support.
What We Learned
After careful analysis across sectors, we uncovered consistent themes:
- Expert scarcity: The more complex a task, the fewer people can solve it effectively.
- Misaligned investment: Many companies treat support as an afterthought rather than a core business function.
- Customer tolerance: Frustrated users stay because every other option feels equally bad.
- Lack of scalability: Knowledge stays siloed with experts and doesn’t reach the wider team, client, customers, or end users.
- Loss of knowledge: When experts depart, the company loses critical institutional knowledge and often must start from scratch.
A Smarter Solution
The goal of KeepComm Intel isn’t to replace humans; it’s to scale expertise by cloning company knowledge where appropriate and as desired. We cut the bleeding and begin treatment at the root of the problem. When properly configured, KeepComm Intel becomes a company-wide expert, serving staff, clients, and customers in real time with:
- Structured, searchable knowledge bases built from expert insight.
- AI-powered chatbots that resolve common issues like licensing, billing, FAQ, and feature support with mininal delay if not immediately.
- Human support reserved mostly for complex, high-stakes interactions where empathy and creativity are essential.
- 24/7 support that you can rely on.
We’re not simply improving customer service; we’re reshaping what service delivery should look like. No one should have to settle for the 'least bad' option. After all, we’re all customers somewhere, aren't we? We, and not just your customers, but also your staff and clients... we ALL deserve better. That’s why we are building KeepComm Intel: to solve this long-standing problem with a smarter, scalable, reliable, safe, robust, cost effective, and ethical approach.
