Built for Support Agents & CS Teams
Resolve Faster. Leave Every Customer Feeling Heard.
Koachly gives support agents the right answer and the right tone at the same time — so calls end with resolution and customers hang up satisfied, not escalated.
Sound familiar?
Agents put customers on hold to find answers
Every hold is a trust leak. When the agent comes back, the customer is already colder. The resolution happens — but the experience was bad.
Frustrated customers escalate because tone went wrong early
It rarely starts as a hard call. It becomes one when the agent misses the emotional signal at minute 2 and handles the next 8 minutes defensively.
New agents take 6 weeks to reach performance standard
Onboarding teaches process, not conversation. The real skill gap — handling edge cases, de-escalating under pressure — only closes through floor time.
How it works
Customer Support professionals use Koachly in three stages
Connect your knowledge base
Index your support documentation
Koachly indexes your existing support documentation and product knowledge so every agent has instant access to accurate, up-to-date answers during live calls.
During the call
Guide in the moment
As the customer explains their issue, Koachly surfaces the solution steps and suggests empathetic phrasing — privately, in real time, no hold required.
After the call
Track and sharpen
Each interaction is automatically logged for resolution quality, tone markers, and knowledge gaps — helping your team get sharper every week.
What you get
Specific results — not vague promises
Instant knowledge surfacing
When a customer describes an issue, Koachly pulls the most relevant solution from your knowledge base — before the agent has to search for it manually.
Empathy cues in real time
Koachly reads customer tone and flags escalating frustration, prompting agents with de-escalation language that feels natural — not scripted.
Consistent quality across the whole team
Every agent operates with the same knowledge and tone guidance. Customer experience no longer depends on who picks up the call.
“Our new agents used to struggle for the first 6 weeks. With Koachly, they're hitting resolution benchmarks in week one. The product knowledge gap just disappears.”
Tariq L.
Head of Customer Experience · E-commerce — 45-agent team
Why Koachly
Why CS teams choose Koachly over scripted playbooks
Static scripts can't adapt to what the customer actually says. Koachly responds dynamically to the live conversation — in real time.
Knowledge bases require agents to search. Koachly surfaces the right answer automatically based on what the customer is describing right now.
Playbooks get outdated. Koachly's Company Brain is updated centrally and goes live on every agent's next call immediately.
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FAQ
Common questions about Koachly for customer support
Yes. Koachly integrates with Confluence, Notion, Zendesk, Freshdesk, and custom document sources. It indexes your content and makes it searchable in real time during live calls.
Yes. Koachly works for voice calls (via the desktop app or phone dialer), Zoom, Teams, and video support channels. Text-based chat channels are on the roadmap.
Most teams see measurable AHT reduction within the first two weeks. The largest gains come from eliminating on-hold knowledge searches and reducing call transfers.
Supervisors can see aggregated coaching patterns and flag moments across the team. Individual agent coaching suggestions are private by default — configurable per team.
Agents can dismiss any suggestion with a single click. Koachly learns from dismissal patterns over time to improve suggestion relevance for your team.
Yes — new agent onboarding is one of Koachly's strongest use cases. New hires perform at near-veteran levels from their first live call because Koachly bridges the knowledge gap in real time.
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Turn every agent into your best agent — from call one
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