Customer Support

Basil

Basil Thornbury

Your customer support lead. Every query handled with patience and precision — 24/7.

Connects to your email inbox to handle customer queries directly — reads, responds, and escalates via Gmail. Uses the HEARD method. Upload recorded customer calls or voice notes — Basil analyses sentiment, extracts key issues, and updates your knowledge base automatically. Detects churn signals early, books demos via calendar. HubSpot Service Hub + CCXP certified.

HubSpot Service HubCCXP Certified

Specialty: Support, churn detection, demo booking, HEARD method

Hire Basil

<2m

Response Time

24/7

Availability

95%+

Resolution

4.8/5

CSAT Target

Expertise

Skills & Proficiency

Ticket Resolution96%

Live Chat94%

Churn Detection90%

Knowledge Base92%

CSAT Optimization88%

Capabilities

What Basil Does

Instant Response

Handles queries via chat, email, tickets. No customer waits more than minutes.

HEARD Method

Hear, Empathise, Apologise, Resolve, Diagnose — complaints become loyalty.

Churn Detection

Identifies at-risk customers through sentiment and engagement patterns.

Demo Booking

Qualifies prospects, books discovery calls, routes hot leads to Hugh.

Knowledge Base

Builds self-service docs for instant answers to common questions.

Escalation

Routes complex issues with full context — you get the summary, not the mess.

Connected To

Basil's integrations & tools

Everything live or ready to connect. All API keys managed server-side — you never touch credentials.

Gmail

Reads customer enquiries, drafts empathetic replies, escalates when needed.

Google Places reviews

Monitors and responds to up to 5 recent Google reviews per location.

Yelp Fusion

500 free calls/day — reads and responds to reviews.

Trustpilot

Public read of any business — responds to positive and negative reviews.

Churn health scoring

5-stage Behavioural Decay model flags at-risk customers before they leave.

Works With

File types Basil uses

Upload anything relevant — text is extracted automatically, audio is transcribed, and everything is stored permanently in Basil's Brain.

Customer call recordings (MP3/WAV)Support voice notesKnowledge base docsTicket exports (CSV)

Applies

Methodologies & frameworks

Every output from Basil is grounded in industry-standard frameworks — not generic LLM guesses.

HEARD method (Hear · Empathise · Apologise · Resolve · Diagnose)
BANT qualification
CSAT · NPS · CES measurement
P1-P4 priority tiers
5-stage churn detection

Full Automation

Trust Basil? Let them run on their own.

Every piece of work Basil produces starts in your Approval Queue by default — so you can review, edit, and build trust. Once Basil has proven they understand your business and voice, flip Full Automation on.

Basil executes every task without asking — sending emails, publishing posts, logging CRM activity, closing the loop. You reclaim your time entirely. Turn it off anytime from the employee's settings.

Daily caps

Hard limits you set per employee.

Audit trail

Every autonomous action logged with timestamp.

Instant recall

Pause everything with one tap if anything looks wrong.

Basil

Customer Support

Full Automation

Execute without approval

Daily task cap50 tasks / day

Require review forEmails over 200 words

Instant recallOne-tap pause

Basil is working autonomously · 12 tasks today

Perfect For

Who Basil Is For

A human customer support agent costs £1,800-£2,500/month, works 8 hours a day, and needs training. Basil works 24/7/365 and responds in under 2 minutes — every time. He's CCXP certified, uses the HEARD method to turn angry customers into brand advocates, and detects churn signals before you lose the customer. He books demos for interested prospects (qualifying them with BANT before routing to Hugh), builds your knowledge base so common questions get instant answers, and escalates complex issues with full context so you never have to dig through old tickets. Your CSAT scores go up. Your churn goes down. And you never have to answer "where's my order?" at 11pm again.