One check-in sparked an FAQ for the help center.
Cross-checking our help center against real Glassix support tickets produced 8 draft Q&As in Hebrew, with nothing published without my approval.
Nothing frustrates me more than a help center that’s completely detached from reality.
You browse a site and see FAQs written two years ago, long, dry guides answering questions no actual customer ever asks, while at that exact moment your support desk is drowning in repetitive tickets about the same three issues.
I knew we had an infuriating gap between reality on the ground and help.e-vrit.co.il. But to genuinely close it, you have to sit down, dig through hundreds of tickets in Glassix (our customer support platform), compare them one by one against existing articles, and draft fresh, clear answers in plain Hebrew.
It’s the ultimate guilt-inducing task: you know it’s critical, your heart aches for every reader stuck without an answer, but in the daily rush you never have half a day free for that kind of grunt work.
How it worked:
One day the “Work Now” check-in popped up, and instead of another routine answer, I just blurted out what was bothering me: “I want to cross-reference our help center against real customer tickets, and see where we’re failing our readers”. (Shluchim, singular shaliach, is Hebrew for “emissaries”. It’s what I call my AI agents.)
The chain executed seamlessly:
1. Manager-to-specialist routing. The check-in routed the request to Basher, my team lead. Basher didn’t try to do the work himself; he routed it immediately to the customer service shaliach who knows the system inside out.
2. Cross-referencing and gap analysis. The shaliach scanned the Glassix tickets, compared them against the existing help center articles, and pulled out the three most painful blind spots: “I paid and the book won’t open” (barely covered), “The book was marked delivered but never arrived” (completely missing), and the “login paradox” (customers caught in password reset loops).
3. Drafting ready-to-use answers. Instead of just returning a list of complaints, he came back with 8 draft FAQ answers written in crisp, simple language.
Drafts only, neatly organized in a file. Nothing goes live on the site without my review and approval, but all the tedious legwork of digging and cross-referencing was already handled behind the scenes.
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What came out:
From chronic customer service friction to actionable drafts on my desk, without spending a single minute manually combing through support tickets.
What to take from this:
At the end of the day, there’s a human being on the other side. A reader who bought a book for the weekend and can’t open it, or an older user struggling with a password in front of a frozen screen. That frustration is real and painful, and the chance to lift that weight off their chest matters more than any roadmap feature.
Today, we have zero excuses. In the past, an audit like this required a week of painful manual labor, and it was legitimately postponed again and again due to workload. Today, when you have a shaliach that can map the pain points and draft accurate answers in half an hour, passing up the opportunity is simply not an option. Helping customers who are stuck is the most important thing there is, and today it’s easier than ever.
The team manager routes. He doesn’t execute. Basher connects, and the customer-service specialist analyzes and writes. That keeps the main workshop quiet and focused.
Drafts in a file, not in the chat. When work returns as an organized document, it’s easy to review and polish, without digging through last week’s chat history.