Industry 01
SaaS & Technology: support that understands the product
Product-led companies live or die on activation, retention and the quality of the first support conversation. We staff the desk that turns a confused trial into a paid account.
- Target first response, live chat
- < 60s
- Target first contact resolution
- ≥ 75%
- Target CSAT out of 5
- ≥ 4.6
©The workWhat breaks, what we run
What usually breaks
What goes wrong in this industry
- Trial users churn silently when the first question goes unanswered for a day
- Engineering time is consumed by tickets that were never defects
- Support volume scales linearly with seats unless deflection is engineered
- Product feedback stays trapped in individual conversations
What we run
The work we take on
- Tier 1 and Tier 2 product support across chat, email and in-app
- Reproducible defect escalation into Jira or Linear
- Onboarding and activation outreach to new signups
- Knowledge base and in-app help authoring
- Churn-signal reporting from contact drivers
- Renewal and expansion support motions
©ServicesTypical mix
Typical mix
The services this industry usually needs
A starting point, not a package. The free review decides the real mix.
©Other industriesKeep looking
SaaS & Technology
Run the numbers on your saas & technology operation
Half an hour, a written map of the workflow that is costing you the most time, and what it costs to run today.