Revenue Loss from Support-Driven Churn
Every slow response to a technical issue, billing question, or feature request increases churn risk. SaaS customers expect instant support—delays of even a few hours can trigger cancellations, especially during critical onboarding periods when users are most vulnerable to churn.
Development Team Overwhelmed with Support
Your engineers and product team spend valuable time on repetitive customer questions, basic troubleshooting, and feature explanations instead of building and improving your product. This slows development cycles and increases technical debt.
Scaling Support = Expensive Hiring
Traditional support scaling requires hiring, training, and managing support staff across time zones. Each support hire costs $60,000+ annually, plus benefits, training time, and management overhead—costs that directly impact your unit economics and runway.
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