Why do you use a support bot on live chat and email?Updated 2 hours ago

We want to be there for you, 24/7. We know that your life doesn't run on a 9-to-5 schedule. You might have a question about protein at 6 am or at 9 pm and we want to be there for you!

• The Goal: We launched our Digital Assistant Tilly, to ensure you can get instant answers to common questions (like tracking orders or checking ingredients) even when our Sydney office is closed.

Our Human Team (The True Crew) We are a tight-knit, dedicated team based here in Sydney.

• Our Hours: Our human Customer Experience specialists are online Monday to Friday, 9 am – 5 pm (AEST).

• The Challenge: Due to the massive growth of the True community the volume of questions can be high. The bot helps us get to the complex queries faster by handling the quick ones instantly.

She's still learning! (Be True) Think of our bot as our newest trainee.

• Continuous Improvement: She gets it right most of the time, but she is still learning the ropes. When she makes a mistake, our human team reviews the chat and "trains" her on the correct answer for next time.

• Your Feedback: We appreciate your patience as we make her smarter every day.

How to reach a human If the bot isn't giving you the answer you need, or if your query is complex:

• During Business Hours: Simply ask to "Speak to a Human" in the chat, and if a team member is available, they will jump in.

• After Hours: The bot can log a ticket for you, and our team will email you back personally as soon as we log on the next morning.