About Directly
Directly is a customer support platform from Directly that helps organizations manage customer inquiries effectively. It provides access to a network of human support agents, automated responses, and AI-driven insights so businesses can respond to customer needs promptly. The platform enables companies to scale their support efforts while maintaining quality service. Directly’s functionalities include ticket management - knowledge base integration - performance analytics - agent collaboration - customizable workflows. Best for: customer service teams that need to handle high volumes of inquiries efficiently.
Directly by Directly is a unique and forward-thinking customer service platform designed to enhance support operations by leveraging on-demand expert networks, AI automation, and crowdsourcing. The core idea behind Directly is to connect customers with experienced product users—referred to as “experts”—who can quickly and accurately resolve inquiries, significantly reducing traditional support costs and boosting satisfaction. The platform blends automation and human expertise to deliver faster and more contextual support, making it particularly appealing to enterprise companies handling large volumes of customer requests. The user interface of Directly is clean, professional, and extremely intuitive. It is designed for both the support administrators managing workflows and the crowd of experts providing real-time assistance. Navigation is logical and cleanly segmented by function—admin dashboards, expert management panels, analytics, and bot integrations. One standout design element is its real-time chat dashboard, which allows both AI and human experts to interact with end users in a seamless, branded environment. Admins also appreciate the easy setup process, thanks to visual configuration tools and a built-in rules engine that requires minimal coding.
Pros & Cons
- +Instantly scales support teams up to 8X, perfect for seasonal demands.
- +Reduces contact center volume by 40% and utilizes a pay-for-performance model, leading to significant savings.
- +Boosts customer satisfaction by up to 20% through AI-driven insights and human expertise.
- +AI handles repeat inquiries and intelligently routes complex issues, freeing up human experts.
- +Supports over 100 languages, enabling worldwide customer assistance.
- −Quality and consistency might vary given the freelance nature of the expert pool.
- −While seamless integration is promised, the actual process might be complex for some existing systems.
- −Companies might have less direct control over individual support interactions compared to in-house teams.
- −The effectiveness of instant resolutions and routing heavily relies on the accuracy and learning capabilities of the AI.
- −The pay-for-performance model might require a shift in how some businesses traditionally budget for customer support.
Features
Key features
- Effortless Seasonal Scaling
- Instantly expand your support team by 8X to manage fluctuations in inquiry volume, ensuring seamless support during peak and quiet periods without hassle or delay.
- AI + Human Expertise
- Combines AI-driven insights with human expertise to deliver fast, accurate, and empathetic resolutions at scale, providing a "missing layer" in traditional support stacks.
- Pay-for-Performance Business Model
- Experts are compensated only when they successfully resolve an issue, directly aligning your investment with business outcomes and unlike traditional outsourced contact centers.
- Instant AI Resolutions
- Solves repeat inquiries with automated, peer-reviewed answers, reducing contact center volume and improving efficiency.
- Smart Ticket Routing
- AI intelligently matches inquiries to the most suitable experts, leading to faster and more accurate support.
- CSAT-Boosting Engine
- Promotes high-performing experts based on their helpfulness, accuracy, and speed, continuously improving customer satisfaction.
Additional features
- AI + Human Expertise
- Combines AI-driven insights with human expertise to deliver fast, accurate, and empathetic resolutions at scale, providing a "missing layer" in traditional support stacks.
- Pay-for-Performance Business Model
- Experts are compensated only when they successfully resolve an issue, directly aligning your investment with business outcomes and unlike traditional outsourced contact centers.
- Instant AI Resolutions
- Solves repeat inquiries with automated, peer-reviewed answers, reducing contact center volume and improving efficiency.
- Smart Ticket Routing
- AI intelligently matches inquiries to the most suitable experts, leading to faster and more accurate support.
- Limitless Scalability
- Provides the ability to scale up or down instantly with a certified, on-demand talent pool.
- CSAT-Boosting Engine
- Promotes high-performing experts based on their helpfulness, accuracy, and speed, continuously improving customer satisfaction.
- Global AI Support
- Supports over 100 languages through AI-powered translation and expert localization, enabling global reach.
- 24/7 On-Demand Availability
- Experts are available around the clock to ensure continuous support.
Pricing
Countries & Languages
Interface languages
Billing currencies
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About Directly
Directly is a customer support platform from Directly that helps organizations manage customer inquiries effectively. It provides access to a network of human support agents, automated responses, and AI-driven insights so businesses can respond to customer needs promptly. The platform enables companies to scale their support efforts while maintaining quality service. Directly’s functionalities include ticket management - knowledge base integration - performance analytics - agent collaboration - customizable workflows. Best for: customer service teams that need to handle high volumes of inquiries efficiently.
Directly Details
Directly's In-App Market Place
Does Directly have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), AUD (A$), CAD (C$), JPY (¥), CNY (¥), INR (₹), RUB (₽), BRL (R$), MXN ($), SGD (S$), HKD (HK$), SEK (kr), CHF (CHF), NOK (kr), KRW (₩), ZAR (R), TRY (₺), AED (AED), NZD (NZ$), THB (฿), IDR (Rp), MYR (RM), PHP (₱), SAR (SR)
Pros & Cons
- Instantly scales support teams up to 8X, perfect for seasonal demands.
- Reduces contact center volume by 40% and utilizes a pay-for-performance model, leading to significant savings.
- Boosts customer satisfaction by up to 20% through AI-driven insights and human expertise.
- AI handles repeat inquiries and intelligently routes complex issues, freeing up human experts.
- Supports over 100 languages, enabling worldwide customer assistance.
- Quality and consistency might vary given the freelance nature of the expert pool.
- While seamless integration is promised, the actual process might be complex for some existing systems.
- Companies might have less direct control over individual support interactions compared to in-house teams.
- The effectiveness of instant resolutions and routing heavily relies on the accuracy and learning capabilities of the AI.
- The pay-for-performance model might require a shift in how some businesses traditionally budget for customer support.
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