Your Support Team Shouldn't Be Human Copy-Paste Machines
Same questions every day. "How do I reset my password?" "What are your hours?" "Where's my invoice?" Your team copies answers from a document, pastes into email, hits send. Repeat 40 times daily.
Meanwhile, urgent issues sit unanswered because your team is buried in routine questions. Customers wait 24-48 hours for answers they could have found themselves. Your support team is frustrated. Your customers are frustrated.
We build self-service support systems that answer 70% of questions automatically, freeing your team to handle the issues that actually need human expertise.
Sound Familiar?
You hired support staff to help customers. Instead, they're glorified FAQ bots.
The support email reality:
- 200+ support emails per week (80% are the same 10 questions)
- Response time: 24-48 hours (customers expect answers in minutes)
- Your team's job: Copy from support document, paste into email, repeat
- Customers ask via email, phone, chat, and social media (answers scattered everywhere)
- New staff take 2-3 weeks to learn all the answers (no central knowledge base)
- Urgent issues buried under "how do I log in?" questions
- Customers frustrated: "Why isn't this information on your website?"
- Your support costs scale linearly with customers (can't grow without hiring more people)
You can't scale support by hiring more people to copy-paste the same answers. There's a better way.
Self-Service Support That Works 24/7
We build knowledge bases, FAQs, and automated support systems that answer routine questions instantly, freeing your team for complex issues.
What changes:
- 70% of questions answered automatically via searchable knowledge base
- Customers get instant answers (not 24-hour email wait times)
- Support team focuses on complex issues, not "how do I reset password?"
- All answers in one place: documentation, videos, step-by-step guides
- AI-powered search: Customers find answers even with vague questions
- Integrated with your website, app, and customer portal
- Self-updating: Common questions automatically suggest new help articles
- Analytics: Track what customers search for, identify gaps in documentation
The result: Customers get better support (instant answers). Your team is happier (solving real problems, not copy-pasting). Your support costs don't scale with customer growth.
Solution visualization image
How It Works
Simple, transparent process from problem to solution
Our Process
Week 1-2: Support Analysis We analyze your support emails (last 3 months). Categorize questions. Identify the repetitive 70% vs. complex 30%. Interview your support team about their biggest frustrations.
Week 3-4: Knowledge Base Design Design self-service portal. Organize content by customer journey, not internal departments. Write clear, searchable help articles. Create video walkthroughs for visual learners.
Week 5-8: Build & Integration Build knowledge base integrated with your website/app. Set up AI-powered search. Add chat widget for instant article suggestions. Train your team on maintaining content.
Week 9: Launch & Optimize Deploy. Monitor what customers search for. Identify gaps. Add new articles. Measure reduction in support emails.
Timeline: Most self-service portals launch in 8-10 weeks.
Real Results
See how we solved this exact problem for a UK business
SaaS Company - From 300 Emails/Week to 90
Before: 5-person support team handling 300 emails per week. Average response time: 36 hours. 75% of questions were "how do I..." or "where is...". Team burned out. Customers complained about slow responses. Couldn't scale support without hiring more people.
What we built:
- Searchable knowledge base with 150+ help articles
- Video tutorials for top 20 tasks
- AI-powered search (understands questions, not just keywords)
- Chat widget suggesting relevant articles as users type
- Customer portal integration (access help while using product)
- Support ticket system for complex issues that can't be self-served
- Analytics dashboard showing what customers search for
After:
- Support emails dropped 70% (300/week to 90/week)
- 210 questions per week now self-served via knowledge base
- Average response time for remaining tickets: 4 hours (was 36)
- Customer satisfaction up 40% (instant answers vs. day-long waits)
- Support team actually enjoys their job (solving problems, not copy-pasting)
- Scaled from 5,000 to 12,000 customers without hiring additional support staff
- ROI: System paid for itself in 4 months from avoided support hiring costs
Support Manager quote: "We went from dreading Monday's email inbox to actually having time to improve the product. Our customers get better answers faster, and my team isn't burnt out. Best decision we made."
What You Get
Everything you need to solve this problem permanently
AI-Powered Search
Customers don't know the exact keywords. AI search understands questions like "how to change my billing" and finds the right article even if it's titled "Update Payment Method."
Multi-Format Content
Some customers read, some watch videos, some need step-by-step screenshots. We create help content in multiple formats so everyone can learn their way.
Integrated Everywhere
Not a separate help site customers forget exists. Integrated into your app, website, customer portal. Help appears exactly where customers get stuck.
Self-Updating System
Analytics show what customers search for but don't find. Auto-suggests new help articles. Your knowledge base improves based on real customer behavior.
"We were hiring support staff every 6 months to keep up with email volume. Now we've tripled our customer base with the same team. The knowledge base handles what used to bury us."
Common Questions
Q: How much does a self-service support system cost? A: Typical range: £12,000-£25,000 for knowledge base with search, chat integration, and analytics. £25,000-£45,000 for full support portal with ticketing, customer accounts, and AI features. Includes initial content migration and team training. Fixed-price quotes.
Q: Do we have to write all the help articles? A: No. We analyze your existing support emails and documentation, then write the help articles in clear, customer-friendly language. You review and approve. Most clients contribute 20% effort, we handle 80%.
Q: What if our product/service changes frequently? A: We build the system so your team can easily update articles. WYSIWYG editor, no coding required. We also offer content maintenance packages (£300-£800/month) if you want us to handle updates.
Q: Will customers actually use it or still email us? A: If help is hard to find, customers will email. We design the system to be obvious, searchable, and integrated where customers need it. Our average: 70% of routine questions self-served within 3 months of launch.
Q: Can it integrate with our existing ticketing system? A: Yes. We integrate with Zendesk, Freshdesk, Intercom, and most major platforms. Or we can build a custom ticket system if you don't have one.
Q: What about customers who prefer phone support? A: Self-service doesn't replace phone support for complex issues. It eliminates the routine questions so your phone team can focus on customers who actually need to speak to a human. Better experience for everyone.
Q: How long before we see reduced support volume? A: Immediate reduction once launched (customers find and use articles). Full 60-70% reduction typically achieved within 8-12 weeks as more customers discover the knowledge base and you refine content based on analytics.