SaaS · Product support & technical escalation
Support should scale with the product.Not against it.
Login, billing, integrations, feature questions and cancellations — structured in tiers, so a how-to never reaches an engineer and an integration failure never waits behind a password reset.
“I can't log in.”
AI resolves
Working…
- “I can't log in.”
- “How do I change my subscription?”
- “Salesforce isn't syncing.”
- “I was charged twice.”
- “How do I invite another user?”
- “I want to cancel.”
- “This feature isn't working.”
- “Can you enable this for our whole team?”
What creates volume
- Active accounts and seats
- Release cadence
- Billing cycles
- Integration surface
- Onboarding cohorts
Operating workflow
Four tiers. One ticket never touches all of them.
How an integration problem moves through the support structure — and why the engineer sees it last, with everything attached.
Trigger
User: "Salesforce isn't syncing."
Tier 0 · AI & knowledge
- Password and login help→
- Product FAQs and feature explanation→
- Billing guidance and plan details→
- Classification for everything else
Tier 1 · General support
- Account changes and how-to→
- Initial troubleshooting→
- Billing corrections→
- Escalation with a full case file
Tier 2 · Technical support
- Integration problems→
- Product bugs reproduced→
- Data and configuration issues→
- Enterprise accounts
Tier 3 · Engineering
- Confirmed defects only→
- Reproduction steps, account and logs attached→
- Fix tracked in Jira · user notified on release
- 1
Intent detected
Integration problem · Salesforce connector
- 2
Account context retrieved
Plan, integration status, sync logs, previous tickets
- 3
Known-issue check by AI
Knowledge base and open incidents matched
- 4
Routed to Technical Support
Tier 2 · classified and prioritised by plan
- 5
Diagnosis by specialist
Field-mapping error found · fixed with the user on the ticket
- 6
Ticket closed in Zendesk
Root cause tagged · CSAT sent · pattern reported to product
Resource allocation
Where AI adds speed. Where people add judgment.
AI opportunities
- Password assistance
- Product FAQs
- Account information
- Billing guidance
- Feature explanation
- Initial troubleshooting
- Ticket classification
- Knowledge retrieval
Human-led interactions
- Technical diagnosis
- Complex billing
- Retention
- Enterprise accounts
- Escalations
- Product issues
- Integration problems
- Defects handed to engineering
Where service meets the business
Every cancellation request is a conversation someone should have.
Where a person, with the account in front of them, changes the outcome.
- 01
"I want to cancel" detected
- 02
Routed to retention with usage and plan history
- 03
Root cause surfaced: feature never set up
- 04
Onboarding booked · account kept
Retention outcomes depend on your product, pricing and the reasons users leave — indicative, not guaranteed.
When volume spikes
Release days and billing days don't need a bigger team.
Tickets per day across a typical month. Tier 0 absorbs the how-to and login spike after a release; humans scale for technical and billing exceptions.
A release doubles tickets for 48 hours — mostly "where did this move?" and "how do I?" questions that Tier 0 answers immediately.
What we report
The KPIs that matter to a saas operation.
First Response Time
6 min
−58%
Resolution Time
5.4 h
−32%
Ticket Backlog
38
−61%
Escalation Rate
14%
−7 pt
CSAT
4.6 / 5
+0.3
Churn-related Contacts
5.2%
Tickets per Account
0.72 / mo
Deflection / Containment
34%
+19 pt
Systems we work inside
- Zendesk
- Intercom
- HubSpot
- Salesforce
- Jira
- Stripe
- Chargebee
- Slack
We operate in your systems, not beside them. Every interaction is logged, tagged and visible where your team already works.
How the operation is structured
01Tier 0 — AI & knowledge
Chat and email answers for login, how-to, plan and billing questions, drawn from your documentation. Classifies and routes everything it doesn't resolve.
02Tier 1 — general support
Account changes, initial troubleshooting and billing corrections, with plan and usage context in front of the agent.
03Tier 2 — technical support
Specialists trained on your product and integrations. Reproduce, diagnose, fix — or escalate with a full case file.
04Retention & enterprise desk
Cancellation intent and named accounts routed to people who know the account. Never to automation.
SaaS calculator
What should your support tiers look like?
Seven inputs. Tickets per account, Tier 0 containment, the Tier 1 and Tier 2 headcount your volume implies and how much should reach engineering.
Other industries
Evaluate your customer-service operation.
See what your current model costs, what a managed Human + AI operation would look like, and where the gaps are — before you talk to anyone.