LIVE Customer Support

Your best agent solves in 90 seconds.
Everyone else takes 14 minutes.

CARRV discovers how your top agents actually resolve tickets — across Zendesk, ServiceNow, Salesforce, your internal tools — and turns it into playbooks, macros, simulations, and onboarding your whole floor can learn from.

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z zendesk Support / Payments / #8432 Open 00:00
TICKET #8432 · PAYMENT
Refund not processing · #PRE-27841
Sarah W. · Enterprise · 2nd contact
SLA
04:32
SW
Sarah W. · 14:02
Refund tried twice. Both said "processing" — nothing. 2nd time this week.
MC
M. Chen · L3 · 14:03
On it — I know this one. 30 sec.
MC
M. Chen is typing
Trail Zendesk → Stripe → Risk Override
CARRV · Capturing
M. ChenL3 · Senior
Step 04 / 06
THE GAP

Same ticket. Different outcomes.

Ticket #8432 Refund not processing · Enterprise customer · 2nd contact

One problem. Picked up by different agents on different days. Here's what actually happened on their screens.

JD
Jordan D.
L1 · New hire
Week 6
14:32
Resolution time
Open ticket · read the thread
Check order in Shopify admin
Search KB for "refund stuck" 12 articles · none match exactly
Ask in #support-help Slack 8 min wait
Escalate to L2 customer asked twice what's happening
8
Tools touched
1
Escalation
Where the 14 minutes went
Zendesk Shopify Stripe KB portal Confluence Slack Notion SOPs Email
Where do I even check for a bank decline?
RP
Rina P.
L2 · Experienced
Year 2
04:18
Resolution time
Open ticket · check fraud flags first
Stripe dashboard · find declined retry
Try standard retry sequence works ~60% of the time
Still stuck · check with teammate
Apply manual credit · write case note
3
Tools touched
0
Escalations
I know the usual culprits. But I don't always know which one it is on the first try.
MC
Marco C.
L3 · Senior specialist
Year 6
01:23
Resolution time
Read first line · recognize the pattern
Open Stripe · filter 3DS declined known Stripe 3DS + AmEx edge case
Apply risk override internal tool — not in KB
Reply with pre-baked response
Close · tag: 3DS+AmEx pattern
1
Tool touched
0
Escalations
The decline code told me everything. I've solved this exact ticket maybe thirty times.

Same problem, same tools available. Different maps of where to look.

The gap isn't skill. It's pattern — built over thousands of tickets,
carried by a few senior agents.

WHAT GETS LOST

Four places the gap shows up.

Expertise concentrated in a few people doesn't scale evenly. It leaves. It ramps slowly. It bottlenecks. It varies.

23%
Senior attrition
Every senior exit is a knowledge extraction.
Your best L3 leaves on a Friday. On Monday your escalation queue doubles. Nothing was written down.
12wks
Time to proficient
40% of new hires leave before they ever get there.
Three months of shadowing, Slack questions, and guesswork. The curriculum doesn't match the queue.
Day 1
40% leave
Week 12
62%
Avoidable escalations
The pattern was solved last week. On someone else's screen.
L1 bounces to L2 bounces to L3. Each handoff is a customer waiting, and a resolution cost multiplying.
L1
→
L2
→
L3
3.2pt
CSAT variance
Same problem. Different agent. Different customer ending.
The right agent ships a delighted customer. The wrong one ships a churn risk. It's a routing lottery.
L1
L2
L3
THE MAP

The knowledge isn't missing. It's concentrated.

Map your floor against your ticket types. Three people solve almost everything. The rest of your team is routing tickets around them.

Avg resolution time · by agent × ticket type · last 30 days
Top three agents · 71% of hard tickets
Never >15m 5–15m <2m
Three agents resolve 71% of your hardest tickets. The other seven are either routing to them or stuck. Capture what those three do, and everyone on your floor starts solving like them.
THE ANSWER

Record the masters. Distribute the pattern.

CARRV runs quietly in the background while your top agents work. Every ticket they resolve becomes a captured session — with every click, screen, and workaround preserved in sequence.

Then we turn those sessions into the four things your team actually needs: playbooks, canned responses, training simulations, and new-hire onboarding paths.

No survey. No tribal-knowledge interview. No "write it up when you have time."

REC
Step 1 / 4
zzendesk Ticket Customer History MCMarco C.
PAYMENT · REFUND · #PRE-27841
Refund not processing — 2nd contact
Sarah W. · Enterprise  ·  SLA 04:32
Customer · 14:02
"Tried the refund twice. Both said 'processing' — nothing happened."
● Recognized pattern: Stripe 3DS + AmEx decline. Opening Stripe to confirm.
SStripe Home Payments Disputes Logs MCMarco C.
All Failed 3DS Last 24h AmEx
Charge Customer Amount Status
ch_3NkX42Acme Co.$124.00Failed
ch_3NkY71Sarah W. (Enterprise)$2,412.003DS · AmEx
ch_3NkZ14Nordex Ltd.$389.50Failed
ch_3Nl028Pearl Inc.$76.003DS
Match found: order #PRE-27841 — failed 3DS challenge on AmEx retry.
RRisk Console Transactions Override Audit log MCMarco C.
Transaction ID
ch_3NkY71 · AmEx · $2,412.00
Override type
3DS bypass · one-time retry
Justification
Known Stripe 3DS edge case · AmEx step-up declined on enterprise account
Apply override & retry
Override approved · charge retried successfully
zzendesk Ticket Customer History MCMarco C.
● Resolved · 01:23
Refund not processing — #PRE-27841
Closed with risk override & pre-baked response. Tagged 3DS+AmEx pattern.
· Session captured · 4 of 4 actions
✓Playbook · 3DS AmEx
✓Macro · Risk override flow
✓Simulation · Demo / Practice
✓Onboarding step · Payments L2
BUILT FOR SUPPORT

The tools your team lives in. All of them.

CARRV captures what your agents do — not what an integration lets us see. Which means: any CRM, any ticketing tool, any internal portal your team touches.

z ZendeskTicketing · Chat · Talk ✓
S Salesforce Service CloudCase · Omni-channel ✓
SN ServiceNowITSM · CSM · HR ✓
F FreshdeskSupport · Freshcaller ✓
I IntercomMessenger · Inbox ✓
D Dynamics 365Customer Service ✓
H HubSpotService Hub ✓
J Jira ServiceITSM · Desk ✓
+ Your internal toolsAdmin · Risk · BI · Custom
z ZendeskTicketing · Chat · Talk ✓
S Salesforce Service CloudCase · Omni-channel ✓
SN ServiceNowITSM · CSM · HR ✓
F FreshdeskSupport · Freshcaller ✓
I IntercomMessenger · Inbox ✓
D Dynamics 365Customer Service ✓
H HubSpotService Hub ✓
J Jira ServiceITSM · Desk ✓
+ Your internal toolsAdmin · Risk · BI · Custom
carrv · enterprise support · config
→On-premise capture. Nothing leaves your network. Customer PII never touches an external service.
→Automatic PII redaction. Names, cards, addresses masked at capture time — before anything is saved.
→Multi-tier visibility. See exactly where L1 gets stuck, where L2 hands off, where L3 resolves. Routing becomes evidence-based.
→QA & coaching hooks. Captured sessions become the artifact your QA team was always trying to reverse-engineer from Gong calls.
→SOC 2 · HIPAA · GDPR ready. Full audit trail. Customer-data boundaries you can defend in a regulator meeting.
→SCORM export. Onboarding simulations drop directly into your existing LMS — Cornerstone, Docebo, Workday Learning.
PILOT

Stop losing what your best agents already know.

Four-week pilot. We capture your top three agents, generate their playbooks and simulations, and measure the gap close across the rest of your floor.

Request pilot
On-prem · zero disruption · results in days

Request a Demo

See CARRV in action — live, inside your actual business processes.

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You're all set

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Start your
pilot.

We deploy to one machine, capture your team's actual workflows, and deliver production-ready training content — all within your IT governance.

On-premise deployment
Fully offline — zero cloud
Results in the same week
No data leaves your network
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