Early-stage SaaS company with a rapidly growing user base
Challenge
Support volume increased faster than the team could handle. Repetitive questions, unclear ticket routing, and slow response times were pulling product engineers into support tasks and delaying planned releases.
Solution
- Deployed an AI chat agent trained on their product documentation and FAQ.
- Automated classification and routing for complex tickets, ensuring each request reached the right team member.
- Set up rules for follow-ups, stale-ticket cleanup, and proactive assistance messages.
- Integrated the entire system with their existing support platform.
Impact
- Instant resolution of 70%+ of repetitive support questions.
- Engineers regained hours each week to focus on product improvements.
- Customers now receive fast, consistent responses without waiting for human support.
- Overall support workload dropped significantly, improving both morale and user experience.