How a B2B SaaS reduced repetitive tickets by 52%
Software company with 3,000 active users implemented TheChats.me and turned support from a cost center into a competitive advantage.
Results
repetitive tickets
lead conversion
support-related churn
efficiency per agent
The Challenge
TechFlow Solutions, a B2B SaaS project management platform with 3,000 active users, faced a common problem in growing companies: support ticket volume was growing faster than the team.
With only 5 support agents, the company received over 800 tickets per month. Of those, an estimated 60% were repetitive questions about basic features, password resets, and plan inquiries.
The Solution
TechFlow implemented TheChats.me in 3 phases:
Phase 1: AI-Powered Knowledge Base
The system automatically scraped the website and documentation, creating a complete KB in under 24 hours. The auto-responder began resolving common questions immediately.
Phase 2: Lead Qualification
The chat widget was configured with pre-chat surveys and automatic lead scoring. Website visitors were qualified before reaching the sales team.
Phase 3: Automation and Workflows
Workflows were created for automatic escalation, SLA notifications, and post-resolution follow-up.
The Results
After 3 months of use:
- 52% fewer repetitive tickets thanks to the AI auto-responder
- 35% more lead conversion with automatic qualification
- 18% less churn related to support issues
- 3.2x more efficiency per support agent
The support team was able to focus on strategic and complex cases, while AI handled recurring questions.