Services · Mobile app development · AI customer support apps
Codeeo provides AI customer support app development Manchester retailers, subscription services, venues and travel firms use to stay on top of busy inboxes. We build systems that read orders, returns, account and booking questions as they arrive, answer the routine ones from approved information, prepare the rest for an agent with the facts already looked up, and pass anything sensitive to a named person with the context attached.
Greater Manchester is home to fast moving online retail, a large media cluster at MediaCityUK in Salford, two major football clubs and a busy international airport. Their support teams face sharp peaks rather than steady flow, and that is the problem we design for.
200+ companies servedFrom a first store to an ADX listed developer
Inside the system
A fashion sale, a season ticket renewal window or a storm grounding flights can multiply contact volumes overnight. Hiring temporary agents takes weeks, and they need time to learn the policies. Software can absorb a large share of that surge if it is built around the questions customers actually ask during those peaks.
The capabilities below are the ones Manchester teams ask about most. They run inside platforms such as Gorgias, Zendesk, Freshdesk, Intercom or Salesforce, connect to your order, ticketing or booking systems, and follow written rules for what can be answered automatically. Refunds beyond policy, complaints, safeguarding concerns and anything involving a person's safety stay with your staff. We usually build the order and account lookups first, because they make every other feature more useful, then add automation in the areas where testing shows answers are reliably right.
Questions about where an order is make up a large share of retail contact. The system checks the order platform and courier tracking, replies with the actual status and expected delivery, and only creates a ticket when something is genuinely wrong, such as a parcel stuck at a depot.
Routine order questions closed without an agent opening them.
Returns are checked against your policy and the Consumer Rights Act 2015, covering return windows, faulty goods and exchanges. Straightforward returns get a label and instructions; borderline cases go to an agent with the order history, photos and the rule that applies already summarised.
Faster refunds for clear cases and fair decisions on hard ones.
Before a big sale, you switch on surge rules that widen what is answered automatically, publish known issues to every channel and push urgent payment or delivery failures to the top of the queue. After the peak, the rules return to normal with a report of what changed.
Queues stay manageable on your busiest days.
Manchester brands get much of their contact through Instagram, TikTok and Facebook messages. The system pulls those into the helpdesk, separates complaints and order problems from comments and creator enquiries, and keeps public replies for a person to approve.
Social messages answered from the same queue as email.
For media, streaming and membership services, the AI explains plans, renewal dates and billing, and handles simple changes once the customer is verified. Cancellations follow the clear, easy route UK consumer rules expect, and any retention offer is shown by a person, not pressed by a bot.
Account changes handled quickly and fairly.
Venues and clubs handle surges about ticket transfers, accessibility seating, entry problems and resale. The system answers from your ticketing platform and venue information, and sends accessibility requests to the dedicated team so they are dealt with by trained staff.
Fans get answers before kick off, not after.
When flights from Manchester Airport are delayed or cancelled, travel firms receive a flood of rebooking and refund questions. The AI groups affected bookings, drafts the update in clear language, and queues customers with tight connections or special assistance needs for a person.
Affected travellers hear from you first, with the right priority.
Transport and mobility firms working across Greater Manchester, including operators running services within the Bee Network, field questions about fares, lost property, accessibility and disruption. The system answers from current service information, logs lost property reports in a structured form, and routes complaints and safety concerns to the right staff.
Commuters get current answers and serious reports reach people fast.
Each agent receives a weekly digest of their own tickets where the reply was slow, inaccurate or off tone, with a better example drawn from colleagues' resolved cases. Team leaders see the patterns across the team.
Agents improve on their own cases, not generic training.
When the AI cannot find an approved answer, it logs the question. Each week the content team receives the most common gaps, with sample tickets, so they write the article customers actually need next.
The help centre grows from evidence, not guesswork.
Who this is for
Manchester's economy runs on brands that sell direct to consumers, media and digital businesses around Salford Quays, and a strong events and visitor trade. Most of them serve customers across the UK and abroad from a support team based in the city centre, Salford or Trafford. These are the four situations we hear most often from teams in and around Manchester, and how we would tackle each.
Direct to consumer brands built in Greater Manchester often run on Shopify or a custom platform with a lean support team. We connect order, courier and returns data to the helpdesk, automate order status and simple returns, and give agents a single view of the customer, so peak trading does not mean weeks of backlog afterwards. Influencer drops and limited releases get their own surge rules, because the questions they trigger differ from a normal sale.
Order and courier lookups are usually built first.
The media and tech cluster at MediaCityUK includes broadcasters, production companies and digital services with large subscriber bases. Their support is mostly accounts, billing and playback problems. We build verified account actions, device troubleshooting flows and clear cancellation routes, with a knowledge base that updates when a new app version ships. Where you run your own customer app, we can add help screens inside it that pull from the same answers your agents use.
Manchester's clubs and venues serve fans and visitors from around the world, with demand peaking around fixtures, ticket releases and big concerts. We focus on ticketing integration, multilingual answers for international visitors and fast routing of accessibility and safeguarding enquiries to trained staff, while ordinary questions about entry times and bag policies are answered instantly. Season ticket renewals and membership windows are planned as separate peaks with their own answer sets.
Accessibility requests always reach a person.
Holiday companies, car parking operators and transfer firms serving Manchester Airport need to react within hours when disruption hits. We connect booking and flight data, prepare proactive updates and prioritise vulnerable travellers. Refund decisions follow your terms and the applicable passenger rights rules, with staff confirming anything outside the standard cases. Overnight disruption is covered by automated updates, with a morning queue sorted by urgency for the first shift.
How we work together
Codeeo is not based in Manchester. Our 80+ person team works from Dubai, Riyadh and Karachi, and every discovery session, design review and test run with Manchester clients happens by video call. Most start with a fixed scope build timed ahead of a known peak, then move to a monthly retainer that covers tuning, new topics and peak readiness reviews. Brands with bigger plans can take a dedicated team that works inside their own product and support roadmap.
Whichever route you take, you keep full access to the code, the rules and the data from the first week.
A defined build with a deadline
We agree what the product has to do, write it down with a price and a date, and build exactly that. Changes are priced before they are made, not discovered on the invoice.
A product that keeps evolving
Named engineers who work your hours, join your standups and stay on the codebase. You direct the backlog; we own the quality of what ships.
Something live that needs looking after
A monthly block of hours for improvements, fixes and the small requests that otherwise wait months. Unused hours carry for a quarter.
Technology
We integrate with Shopify, Magento, Salesforce Commerce Cloud, courier tracking APIs, ticketing and booking platforms, and the main helpdesks, using model providers with UK data processing terms and no training on your data. Monitoring alerts your team if answer accuracy drops or a connected system stops responding during a busy period.
01Mobile
02Data and cloud
03Marketing and tracking
That depends on your integrations; we plan backwards from the date.
If your helpdesk and order platform have modern APIs, a focused first release covering order status and simple returns is a realistic target ahead of a planned peak. Custom platforms or older warehouse systems take longer to connect. We agree the date for a rehearsal against past peak data first, so any problems surface well before real customers arrive. We also agree what stays manual during the first peak, so nobody is surprised on the day.
Schedule a free consultation and get a written recommendation, with costs, before you commit to anything.
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