The challenge
Where They Started
A B2B SaaS company with customers across Europe and North America was supporting users with a small in-house team working UK hours. Overnight tickets piled up and enterprise customers were frustrated by slow responses.
Engineers were regularly pulled away from product work to answer routine questions.
Our approach
What We Did
- 01
Tier-1 support team
Agents trained on the platform, working inside Zendesk with clear escalation to the client’s engineers.
- 02
Knowledge base rebuild
60+ help articles and macros that improved self-service and consistency.
- 03
24/7 coverage
Follow-the-sun coverage across email, chat and in-app messaging.
- 04
Monthly insight reports
Ticket trends fed back into the product roadmap to reduce volume at source.
“Having customer support, software maintenance and search marketing managed seamlessly by one team has freed our leadership to focus on expansion.”