SLA · First response under 3 minutes · CSAT ≥ 92% or credit issued
Value proposition
Value proposition
Harbor is your front-line support team that never sleeps and never gets cranky. It resolves tier-1 tickets end-to-end — billing, account, how-to, status — and escalates the genuinely hard ones with a clean diagnostic summary.
It pulls from your help center, product docs, and historical tickets to answer in your brand voice, and it learns from every macro your team writes. Customers get sub-minute responses; humans only see the tickets that need a human.
Value add: deflect 50–70% of inbound tickets, cut first-response time to seconds, and free your senior agents for the conversations that actually move retention.
Capabilities
Capabilities
Resolves tier-1 tickets across email, chat, and in-app
Brand-voice replies grounded in your help center and macros
Order/account lookups, refunds, status, and how-to flows
Sentiment-aware escalation with a clean handoff summary
Multilingual support out of the box (40+ languages)
Flags emerging issues from ticket clustering before they spike
Deliverables
Deliverables
24/7 tier-1 coverage with sub-minute first response
Weekly deflection and CSAT report
Macros and help-center drafts from real ticket gaps
Escalation summaries that save agent triage time
Voice-of-customer themes mined from every conversation
Example output
Example output
Sample delivery from Harbor
Ticket #48211 · resolved in 47 seconds
Customer: "Hey, I was charged twice for my October subscription — can you refund one?"
Harbor:
"Hi Jordan — I see what happened. Your card was retried after a temporary network error on Oct 3, and both charges settled. I've refunded the duplicate ($29.00) to your Visa ending 4471 — you'll see it in 3–5 business days. I also added a note on your account so this won't repeat. Anything else I can help with? — Harbor"
Behind the scenes
• Looked up charges via Stripe API
• Confirmed duplicate (same amount, 2-second gap, same idempotency key absent)
• Issued refund, logged reason code DUPLICATE_CHARGE
• Updated customer in Intercom · CSAT: 5/5