The done-for-you help desk

Your team only handles the exceptions.

About 80% of requests are routine. Lightdesk handles them on every channel, the way your team would. Anything sensitive waits for your team’s approval.

Book a demo See the interfacesouth
callPhone voicemailVoicemail smsText mailEmail descriptionForms
One deskLive
voicemailRefund requestnowReading the voicemail…
smsAppointment bookingChecking the calendar…
mailOpening hoursChecking your policies…
descriptionReturn requestCollecting the details…
smsMachine problemReading the text…

Your whole customer service, on one screen.

Every customer gets one thread. Every request gets its card. Your team sees at a glance what’s resolved, what’s waiting on the customer, and what’s waiting on them.

lightdesk search
In progress Waiting Resolved
voicemail Marie T.now Refund Lightdesk is replying…
sms Jean P.1h Appointment Resolved
mail Sophie L.3h Invoice copy Resolved
voicemail Unknown number5h Voicemail Needs review
sms Luc B.6h Complaint Callback requested
voicemail Marie Tremblay 514 555 0142 · Voicemail In progressexpand_more
VoicemailMarie Tremblay · 0:38Oct 10, 9:14 PM
play_arrow 0:38
Refund

Summary: the machine kept $2, asks for a refund.

Lightdesk is writing a text…

Your playbook, applied to every request, day and night.

Your team already answers the same requests the same way every day. We write that down as your playbook. Lightdesk runs it on every channel, evenings and weekends included.

  1. 1Lightdesk prepares the answer and the action.Ready the moment a request arrives. Where you allow it, Lightdesk sends and acts on its own. Everywhere else, your team approves.
  2. 2Lightdesk learns as it goes.When your team edits a reply or handles an exception, Lightdesk suggests an update to the playbook. You approve it, and every request after gets it.
LightdeskPlaybook RefundApproval mode Machine problemApproval mode Hours and locationsAutomatic Lost itemAutomatic Updated Oct 7
Rule 1 of 4Refund Applied onvoicemailsmsmail
Collect NameLocationAmountMachine numberaddLast 4 card digits
Reply Bonjour {prénom}, nous sommes désolés d’apprendre que vous avez rencontré un problème avec l’un de nos appareils. {collecte d’informations}
Next Lightdesk prepares the refund in your system. Your team approves it.
Needs a person The customer asks for a call back.The message is hard to understand.
Suggested by Lightdesk. Your team added “Last 4 card digits” to 6 refund replies this week.
Approval mode

Automation is earned.

  1. Your team signs offWe start in approval mode: your team signs off on every reply.
  2. Approved as-is, week after weekWhen a request type is approved as-is week after week, we switch it to automatic.
  3. AutomaticYou stay in control of every rule.

Sensitive actions always stay with your staff.

Refunds, credits, service calls: Lightdesk prepares the action, but nothing runs until someone on your team approves it. Your team approves instead of replying and working the case, which cuts about 90% of the time.

Refund · Marc L.Sat 9:42 pm
check_circleIdentified machine 14 from the QR code check_circleMatched the $2.00 card transaction check_circleDrafted the reply lockSend refund and reply
checkApprove Edit

Your team gets its days back.
Your customers get an answer tonight.

Time back
90%less time spent on customer support
0 hours spent calling customers back
Better customer service
2 minto the first reply, nights and weekends included
100% of cases collect the details automatically

Live in 2 weeks. Your team changes nothing.

The monthly fee starts the day Lightdesk answers your real customers.

  1. Week 1 We read your requests.Two weeks of your voicemails and texts. We show you what repeats, and how much time it costs your team. Your teamNothing
  2. Week 1 We write your playbook.The replies, the details to collect and what happens next, for each request type. Your teamOne 30-minute call
  3. Week 2 We connect your line.You keep your main number. Voicemails reach us through your current system, and texts go out from a number dedicated to your business. Nothing to install.callPhonevoicemailVoicemailsmsTextmailEmaildescriptionWeb forms Your teamNothing
  4. Week 2 Trial run on your real calls.Lightdesk prepares every reply. Nothing goes out until your team approves it.Approval mode Your teamApproves replies
  5. Week 3 on Automatic, one request type at a time.Request types your team approves as-is switch to automatic. A new request type? We add it to your playbook.Automatic Your teamHandles the exceptions

For businesses that get the same requests every day.

Equipment operators Air machines, car washes, laundromats, parking. One machine, one problem, one customer calling.
Service departments Dealerships and repair shops. The calls after 4 PM and on Saturdays.
Property management Tenant requests. A leak, a key, a noise, with the address and unit number from the first message.

Let’s book a call.

A 30-minute video call. We look at the requests your team gets and show you how Lightdesk would answer them.

See available timesThe calendar opens over this page.
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Questions

Does Lightdesk replace my team?
It replaces most of the repetitive work so that your team can focus on other added-value tasks.
What happens to the hard ones?
They go to your team, ready to act on, with the summary, the card and the conversation. For example, when the customer asks for a call back, the message is hard to understand, the request is outside your playbook, or the text can’t be delivered (landline): your team knows to call.
What if Lightdesk gets it wrong?
Every request keeps the recording, the transcript and the card. Your team corrects it directly. An unclear message is flagged “Needs review” instead of getting a guessed reply.
Do I need a new phone system?
No. Your main number stays the same. Your voicemails reach us through your current system.
Does it work in English and French?
Yes. Lightdesk detects the language of the message and replies in the same language.
What does it cost?
A one-time setup fee, then a fixed monthly fee based on your request volume, with no per-agent pricing. You get the exact price after a 30-minute call.

Your customers are calling tonight. Who’s answering?

Book a demo