tour — The Last Mile of Support

Problem

Support teams spend their day on the “doing” instead of the “thinking”

Customers wait

Questions pile up after hours and at peak times, and everyone needs a person to answer it

Cost model is broken

Companies pay for hourly effort not customer issue resolution, and for non-value labor like data entry

Answers live in people

Most systems add data and steps, but they don’t “remember” or “do”

People spend 15 hours a week on admin tasks on their devices(Intel)

Solution

tour’s Customer Support Workflow and Agent works like your best support staff all the time

24/7 support

Answers by text, chat or email in seconds

Platform and tool agnostic

Integrates with any tech stack

Feedback, Memory and Improvement

Support agent learns from conversations and feedback

People stay in control

Hands off to staff with full context when needed

Self-service platform with human support

Tour’s team integrates, builds, tests, and launches with you

Only pay for successful outcomes

Per resolved support question + flat platform fee

Live SMS threads from the Laundrylux Tech Care agent

How To Get Started

Test your Support Agent in 30 days, launch in 60 days

Step 1: Week 1-2

Connect tools

Link your ticketing system, CRM and phone or chat with a login. No code.

Step 2: Week 2-4

Build

Upload your docs and data, then set brand voice, answer rules and handoffs in plain English. Ready to test by week 4.

Step 3: Week 4-8

Test and learn

Pilot with one team, location or channel. Approve what the agent learns to memory.

Step 4: Week 8

Launch

Roll out to every team, with staff approval on, then switch to automatic as trust builds.

Integrations

Works on Top of Your Support Stack

Connects to your help desk, CRM and phone system with a login. No integration project and no vendor support needed.

Help Desk & Ticketing

Zendesk
Freshdesk
Zoho Desk
Intercom

CRM & Customer Data

ServiceTitan
Mindbody
Salesforce
HubSpot

Phone & SMS

RingCentral
Dialpad
Twilio
+ Custom API

Chat & Email

Gmail
Outlook
Slack
Teams

Plus any tool with a login or API

Replies where your team already works
Tickets and notes written back automatically
Replaces ticketing tool or CRM if needed — tour built-in help desk & CRM

Pricing

Pay only when the agent resolves a customer question or issue

tour Support Agent and Workflow

$0.99 per AI-assisted resolution

Intro: $0.50 for the first 30 days

Answers 24/7 by SMS, chat and email
Charged once per conversation, however many steps it takes
Trains with your documentation and past conversations
Hands off to your team with full context
Learns from feedback, with your approval

Automation Add-On

$0.02 per CRM action

For work outside conversations, such as bulk sends, clearing queues, advancing stages or tagging records. Never added to a resolved conversation.

$399/mo platform fee covers hosting, monitoring, security and support.

A one-time setup fee may apply if custom integrations need to be built.

An AI-assisted resolution is a customer question resolved partially or completely by the agent, including when a person reviews, edits, approves or sends the reply.

Cost Savings

Resolve customer questions for 88% less

Person-Handled Contact

$8.01 per contact

Average across phone, live chat and email (Gartner)

tour Support Agent

$0.99 per AI-assisted resolution

$0.50 for the first 30 days. 24/7, replies in seconds

Monthly savings = Your average support conversations per month × 70% (tour resolution rate) × $7.02 ($8.01 − $0.99)

Source: Gartner, "Only 9% of Customers Report Solving Their Issues Completely via Self-Service" (Sept 2019): live channels such as phone, live chat and email cost an average of $8.01 per contact. tour pricing excludes the $399/mo platform fee and CRM actions, which are billed separately.

Economics per 1,000 Support Conversations, First 30 Days vs After

Replace non-scalable incremental labor with success-based actions

Per 1,000 conversations / month	Pilot - First 30 days	After 30 days
Support conversations	1,000	1,000
AI-assisted resolutions (50% - 70%)*	500 - 700	500 - 700
Rate per resolution	$0.50	$0.99
Resolution cost*	$250 - $350	$495 - $693
Platform fee (flat)	$399	$399
Total tour cost	$649 - $749	$894 - $1,092

* Billed only when the agent resolves a support question, partially or completely.

CRM actions ($0.02) are billed only for non-conversation automation. A setup fee may apply for custom integrations.

Resolution rate 50% conservative, 70% with memory from feedback. Resolution cost scales with volume. The platform fee is flat.

Value and Cost Savings Target

+$3,100 - $4,500/mo

Target reduction in support staffing spend, from ~$8,000 a month today

Reallocate your best support staff to revenue work, like proactive outreach, renewals and upsells

Net monthly savings = (conversations resolved by tour) × ((cost per person-handled contact) − (tour price per resolution)) − (tour platform fee)

50% resolved: (1,000 x 50%) × ($8.01 − $0.99) − ($399) = (500) × ($7.02) − ($399) = $3,510 − $399 = $3,111

70% resolved: (1,000 x 70%) × ($8.01 − $0.99) − ($399) = (700) × ($7.02) − ($399) = $4,914 − $399 = $4,515

Today's cost = (1,000 conversations) × ($8.01 per contact) = $8,010 a month. Per 1,000 support conversations a month, after the 30-day intro. Cost per contact: Gartner, 2019.

Next Steps

Prove the value with a pilot in 30 days

Pick a pilot team, location, or channel

Align on timing and pricing

Intro rate of $0.50 per resolved conversation during the pilot

Launch and measure

Track messages handled, resolution rate, reply time and support staff hours freed

Quantify the support function with and without the tour support agent and workflow

The Last Mile of Support