Customer support is one the most resource-intensive departments in a company. Staff spend their day answering queries, on the telephone with customers, communicating with other departments, and much more. It is also a part of the operation that is hard to link to an ROI.
Although the concept of “customer success” is gaining traction in the startup world (particularly in SaaS), it is still tough to report the real value a customer support team can deliver. Therefore, anything reducing the need for manpower in customer support is considered a good thing. For example, on a basic level, we have seen companies add a knowledge base to their website — a self-service area customers can browse to find answers to their questions. Read more