SaaS Customer Support
Engineers answer password resets. Founders answer billing questions at 11pm. Trial users go quiet and nobody notices until the trial has already expired.
This page shows how the work typically flows, not a real engagement. We do not have published customer case studies yet — see why, and what we show instead.
How this normally runs
- Ticket or chat arrivesFrom the helpdesk, in-app widget or support inbox.
- Agent triagesCategorised and prioritised against defined rules.
- Resolves tier oneDocumented answers applied to the user's specific situation.
- Escalates properlyGenuine bugs reach engineering with reproduction steps.
- Feeds backRecurring questions reported so documentation can close the gap.
Who does what
Agent responsibilities
- Resolve documented tier-one issues without engineering involvement
- Triage and prioritise incoming tickets accurately
- Write reproducible bug reports rather than forwarded complaints
- Follow up stalled trial users on the agreed cadence
- Book demos for genuinely qualified inbound interest
Client responsibilities
- Maintain documentation the agent can actually work from
- Define escalation criteria for what reaches engineering
- Grant scoped support-role access, not production admin access
- Review recurring-question reports to close documentation gaps
Suggested starting crew
2–3 blended agents covering tier-one tickets, chat and trial follow-up.
Illustrative daily volume
Calls plus tickets plus live chat, weighted toward whichever channel has the tightest response target.
Tools
Helpdesk, In-app chat, CRM
Possible KPIs
First response time, Tier-one resolution rate, Trial-to-paid follow-up completion, Escalation accuracy
Anything requiring code-level investigation is triaged with reproduction steps and escalated to engineering rather than guessed at.
$2.99/hr per agent, live chat support
Minimum 2 agents. Telecom billed separately for any campaign involving calling.
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Every real engagement is scoped from your actual volume, not a workflow template.