Gold - AI Automation & Support Package

Ideal when you want to reduce support load by 30–50%, free up your team for higher-value tasks, and ensure visitors can always get fast answers and help.

Includes everything in Gold Standard – Scale Ready, plus:

• An AI-powered customer support chatbot trained on your site and policies.

• A priority development & automation block of hours each month for integrations and special projects.

ADDITIONAL INCLUSIONS (ON TOP OF GOLD STANDARD):

AI-Powered Customer Support Chatbot

• Implementation of an external AI chatbot widget embedded on the site.

• Configuration and training based on:

  • FAQs, detailed product/service information, pricing ranges, and policies (shipping, refunds, bookings, etc.).

  • Your brand voice and preferred ways of handling common situations.

• The bot can:

  • Handle common pre-sales and post-sales questions (hours, delivery times, how to order, booking steps, etc.).

  • Direct visitors to the right products, categories, or help articles.

  • Assist with starting bookings or directing to order tracking and support links.

  • Capture leads or support tickets (contact details + enquiry) and send them via email or to your CRM/helpdesk where possible.

• Ongoing monthly tuning informed by real customer conversations, including:

  • Improving unclear or unhelpful responses.

  • Adding and refining FAQs.

  • Adjusting flows to handle new or seasonal scenarios (e.g. holiday shipping).

Priority Block – Automation & Development Hours

• A pre-purchased block of 5 hours per month at a discounted internal rate, reserved exclusively for your business.

• Can be used for:

  • Custom landing pages or promotional pages (campaigns, sales, new product pushes).

  • Integrations (e.g. connecting store events to email platforms or CRMs using tools like Zapier or Make, where appropriate).

  • Automation tasks (e.g. tagging users based on behaviour, triggering specific follow-up messages).

  • Larger UX or structural changes outside the standard scope of Gold Standard.

• Unused hours roll over for one month, allowing you to bank time for slightly larger projects.

• If you consistently need more than 5 hours, the block can be increased and repriced accordingly.

Automation Metrics & Roadmap

• Monthly summary focusing on:

  • Number of chatbot conversations and resolved queries.

  • Number of leads or tickets captured by the bot.

  • Estimated volume of enquiries deflected from manual support (based on patterns).

• A simple Automation Roadmap is maintained and updated, prioritising:

  • The most impactful changes to reduce human support workload.

  • New automations that improve customer experience or follow-up.

• Option (for suitable clients): a quarterly call to review automation performance and agree on next key projects.

SUPPORT AND TIME:

• Support channels: Email, WhatsApp, and phone, Monday–Friday during business hours.

• Response times (same as Gold Standard):

  • Critical issues (site/chatbot/checkout failures): Within 4 business hours.

  • Non-critical: Same business day.

• Time allowance:

  • All Gold Standard time (120 minutes per month) for general site and funnel work, plus

  • The 5-hour automation & development block specifically for chatbot tuning, integrations, and special projects.