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You will get a Chatbot Setup & Integration for Your Support Team
Top Rated
Project details
Most businesses get to a point where they have a solid knowledge base in place, but the chatbot still isn't performing the way it
should. The content is there, the tool is there, but nothing is properly connected or configured. Customers get generic responses,
agents still field the same questions, and the whole setup feels like it's not quite working.
That's exactly what this project fixes.
I'll take your existing knowledge base, connect it properly to your chatbot or AI tool, configure the routing and response logic,
and test it against real customer scenarios before handing it over. You'll end up with a chatbot that actually deflects tickets and gives customers useful answers.
I work across all major helpdesk platforms. On something less common? Just reach out, and we'll work it out.
Not sure if your knowledge base is ready for this? Add the KB Audit option at checkout, and I'll review it first before setup begins.
Need a knowledge base built from scratch, as well as the chatbot set up? Check out my AI-Ready Knowledge Base & Chatbot Setup
project in my profile for the full package.
Send me a message, and we'll put together a scope that works for you.
should. The content is there, the tool is there, but nothing is properly connected or configured. Customers get generic responses,
agents still field the same questions, and the whole setup feels like it's not quite working.
That's exactly what this project fixes.
I'll take your existing knowledge base, connect it properly to your chatbot or AI tool, configure the routing and response logic,
and test it against real customer scenarios before handing it over. You'll end up with a chatbot that actually deflects tickets and gives customers useful answers.
I work across all major helpdesk platforms. On something less common? Just reach out, and we'll work it out.
Not sure if your knowledge base is ready for this? Add the KB Audit option at checkout, and I'll review it first before setup begins.
Need a knowledge base built from scratch, as well as the chatbot set up? Check out my AI-Ready Knowledge Base & Chatbot Setup
project in my profile for the full package.
Send me a message, and we'll put together a scope that works for you.
What's included $295
These options are included with the project scope.
$295
- Delivery Time 7 days
- Number of Revisions 1
Optional add-ons
You can add these on the next page.
Fast 4 Days Delivery
+$100
Knowledge Base Audit
(+ 2 Days)
+$175Frequently asked questions
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NH
Nick H.
May 31, 2025
Project Manager and General Assistant for Amazon Management Agency
Rhoni was an incredible asset to our team. She consistently demonstrated a high level of professionalism, attention to detail, and initiative. From managing day-to-day admin tasks to supporting operational processes, she handled everything efficiently and with a positive attitude. Communication was always prompt and clear, and she required very little oversight once up to speed. I highly recommend Rhoni to any business owner looking for a reliable and proactive team member. We’re grateful for her contributions and would absolutely work with her again in the future.
CM
Catherine M.
Sep 9, 2024
VA needed for Accounting Firm
Rhoni is very diligent and was able to follow instructions. Rhoni is a quick learner and supported me very well in the area where I needed help. Will definitely re hire given the opportunity.
GK
Grant K.
Dec 5, 2023
Customer Service Representative
AJ
Alana J.
Nov 10, 2023
Customer Service VA
Rhoni was a fantastic customer service VA for our ecommerce business. She was proactive, friendly and great with customers. Rhoni was always extremely reliable and communicative. Thanks Rhoni! :)
CB
Cody B.
Nov 7, 2023
Customer Service / VA
Great experience.
About Rhoni
Australian CX Specialist | Email, Team Leadership & Helpdesk Systems
100%
Job Success
Brisbane, Australia - 12:07 pm local time
Hi, I'm Rhoni 👋 A Brisbane-based CX specialist with 20+ years in customer service and 7+ years working remotely with ecommerce brands, SaaS products, and online businesses. Being based in Australia means AU brands get same-day responses in business hours, US brands get overnight coverage, and UK brands get a solid morning overlap.
In 2026, it doesn't take much for a post about poor customer service to go viral. One snarky comment or a string of inconsistent responses can put your brand out there for the wrong reasons, sparking hundreds of fake reviews and undoing all the hard work you've put into growing your business. Good support isn't just about clearing tickets; it's about spotting issues early, de-escalating properly, and making sure your customer actually feels heard.
A bit of what I've done lately:
✅ Lifted one ecommerce brand's Trustpilot rating from 3.7 to 4.9 by redesigning their returns process and building a review program that customers responded to.
✅ Built a Zendesk setup from scratch for a global jewellery brand doing $2M+ a month, and wrote the full SOP library their team of 12 uses every day.
✅ Currently managing a remote team for that same brand, handling 1,500+ tickets a week at a 14-minute median first reply with 56% one-touch resolution.
✅ Built automations and follow-up workflows so nothing falls through the cracks, with agents getting live feedback through Geckoboard and Nicereply CSAT.
Here's how I can help:
🔸 Tickets that actually get solved, not just closed.
I've managed support teams long enough to know the usual traps. Agents skimming emails, missing what the customer is really asking, bumping simple things up to you, or going in loops when multiple people are on the same inbox. I do it differently, and I can teach your team to do the same. I read the full email, investigate before escalating, and sort things the first time so your customers aren't chasing updates. When I spot a pattern, I'll flag it and suggest a fix before five frustrated customers turn into fifty.
🔸 The systems behind it all.
If your helpdesk is messy, your macros are outdated, and no one knows where the SOPs live, I can build the systems layer that makes everything run properly. Whether your team is already in place or you're starting from scratch.
My services & rates:
$23 USD/hr ~ Flexible email support
Everyday customer service, handled flexibly across the day. Emails, returns, order questions, tracking, Shopify lookups. For brands that need reliable daily coverage rather than someone watching the inbox live.
$28 USD/hr ~ Scheduled email coverage
Same work, but with a committed block of hours where I'm fully online and monitoring your inbox (e.g. AU business hours or US morning hours). For brands that need someone actively there during peak customer hours.
$33 USD/hr ~ CS Team Lead / Manager
Overseeing agents, handling escalations and chargebacks, quality checking replies, and making sure nothing falls through the cracks. For brands with an existing team that need a steady hand day-to-day.
$40 USD/hr ~ Australian phone + email coverage
Inbound calls plus email for Australian businesses during AU business hours. Happy to handle outbound CS calls too (order follow-ups, delivery check-ins), but no sales or cold outreach.
$55 USD/hr ~ CX Operations & Systems
Helpdesk builds (Zendesk, Gorgias, Re:amaze), macros, AI setup and tuning, trigger and workflow setup, SOP libraries, and the systems layer that makes everything above run properly.
Whether you need someone to roll up their sleeves, lead and train your team, or build the systems behind it all, happy to help. I work best with clients who want support done well, where the goal is a resolved customer, not just a closed ticket.
Available up to 6 days a week, Monday to Saturday. Open to hourly contracts, ongoing retainers, and project-based work. Top Rated Plus with 100% Job Success Score, and I've got room for one or two more clients who are the right fit.
If you're thinking ahead to the holiday rush, now's a good time to get someone in. Much easier to fix the cracks before peak season than to firefight through it.
If you're looking for someone who genuinely wants your business to succeed and treats your customers like real people, not just tickets to clear, I'm your girl. Shoot me a message and let's get the ball rolling.
Steps for completing your project
After purchasing the project, send requirements so Rhoni can start the project.
Delivery time starts when Rhoni receives requirements from you.
Rhoni works on your project following the steps below.
Revisions may occur after the delivery date.
Chatbot Configuration & Integration
I configure your chatbot, connect it to your existing knowledge base and set up routing logic so it handles real customer queries correctly.
Testing & Handover
I test the chatbot against real scenarios, make any final adjustments and hand everything over with clear notes on what was set up and why.