# Text-Based Customer Service Outsourcing | StarChase

> Text-based customer-service support across website chat, LINE and Messenger, including message triage, tags, initial responses and handoff for more complex enquiries.

- Source: https://www.star-chase.com/en/services/customer-service/
- Agent guide: https://www.star-chase.com/llms.txt
- Request format: send `Accept: text/markdown` to any page URL to get this Markdown version.

When message volume outgrows a traditional customer-service workflow, teams need a clearer way to triage, respond and route enquiries. StarChase supports a text-based service workflow across website chat, LINE and Messenger.

## What the workflow addresses

- **Message overload** — Create a workable process when high volumes of customer messages are difficult to manage.
- **Repeated basic enquiries** — Use standard response scripts for common questions so the team can focus on cases that need more expertise.
- **Fragmented information** — Classify and route enquiries so important information reaches the relevant internal team.
- **Unclear customer signals** — Organise customer questions and feedback so service improvements have a clearer starting point.

## Message-triage practice

- **Classify messages precisely** — Identify the enquiry type, such as product, order or technical support, and apply useful tags.
- **Provide an initial response** — Use standard response scripts for common questions or guide customers to relevant information.
- **Filter invalid messages** — Identify spam or invalid messages so the team can focus on meaningful customer enquiries.
- **Work across channels** — Handle website chat, LINE and Messenger in one coordinated workflow.

## Frequently asked questions

### Which channels can the service cover?

The stated workflow covers website chat, LINE and Messenger, with messages handled through a coordinated process.

### How are non-standard or specialist questions handled?

The team can complete an initial classification and then hand complex or specialist enquiries to the appropriate internal department.

## Contact

Discuss this service: https://www.star-chase.com/en/contact/