smoasters.
Optional add-on · Customer service

We answer the gear questions.

Turn on managed customer service and we take over the complete support for the equipment you sell. Our own ticketing system, a hybrid of AI and human agents, and fast expert answers, all under your brand. You keep the customers, we take the workload.

Support that runs itself.

Selling equipment means fielding equipment questions, and those questions rarely arrive at a convenient hour. Customer service is an optional extra where Smoasters takes that off your hands entirely. We run our own ticketing system and answer everything the gear throws up, from a first setup query to a warranty case months later. Your team never gets pulled off the roaster, and your customer still gets help that feels like it came from you.

How it works at Smoasters.

01

The question lands with us.

Equipment questions, setup help and after-sales requests route into our own ticketing system instead of your inbox. You never see the noise.

02

AI answers fast.

Our AI handles the common questions instantly, day or night, so your customer is not left waiting for a reply on a Sunday evening.

03

A human takes the rest.

Anything tricky goes to a real agent who knows the gear inside out. The handover is seamless, so the customer feels looked after the whole way through.

04

You stay focused on coffee.

The full conversation is handled end to end under your brand. You get happy customers and none of the support workload.

What you get with the add-on.

Complete coverage

We take over the entire support flow for the equipment you sell, from first question to resolved after-sales case.

Own ticketing system

Every request is tracked, prioritised and resolved in our own ticketing system, so nothing slips through the cracks.

AI plus human

A hybrid approach pairs instant AI answers with expert human agents, so replies are both fast and genuinely helpful.

Workload off your plate

It is an optional extra that keeps the gear support away from your team, so you can stay focused on roasting.

After-sales handled

Warranty queries, spare parts questions and follow-ups are managed for you, long after the parcel arrives.

On your brand

Customers feel like they are talking to you. The support reads as part of your shop, not a third party.

Customer service FAQ.

What does the customer service add-on cover?+
Smoasters can take over the complete customer support for the equipment you sell. That means setup and how-to questions, order and delivery queries, warranty cases, spare parts and after-sales follow-ups, all handled in our own ticketing system under your brand.
Is this included or an optional extra?+
It is an optional add-on. Your dropshipping and fulfilment run as standard, and you can switch on managed customer service whenever you want the gear support workload taken off your team.
How does the hybrid AI and human approach work?+
Our AI answers common questions instantly, around the clock, so customers are never left waiting. Anything that needs a human touch is passed seamlessly to an expert agent who knows the equipment. The customer gets fast answers and real expertise in one smooth conversation.
Will customers know it is not us replying?+
No. Support is handled under your brand, so your customer feels looked after by you. Smoasters stays invisible in the background.
Do I still have to handle any gear questions myself?+
No. The whole point of the add-on is to keep the equipment support off your plate. We answer the gear questions so you can stay focused on coffee.
What about after-sales and warranty cases?+
Those are covered too. Warranty queries, spare parts and follow-up support are managed for you well after delivery, so your customer stays happy and you stay out of the back-and-forth.

Hand us the gear questions.

Book a call