Support
The Systems that answer customers and keep them.
The Systems in this group answer each Customer and keep them. An agent answers first, cites its sources, and hands a person the hard ones with a summary.
The Systems
| System | What it does | Say |
|---|---|---|
| Support | One inbox across email, chat and API; each Conversation answered, routed or handed off | "Answer my customers within an hour" |
| Knowledge base | The help center agents answer from, drafted from questions it could not answer | "Write a help article on resetting a password" |
| Success | Onboarding to first value, health, renewals and saves | "Which customers might cancel?" |
| Status pages | Public health of each Product, updated until an Incident resolves | "Put up a status page" |
How they work together
A question arrives in Support, and the agent answers from the Knowledge base with a citation. A question with no article becomes a draft article, so the next one is answered. A bug becomes an Issue, and a failing check posts an Incident to the status page before the tickets arrive.
Refunds and credits run in Billing, inside the agent's Limit; anything over it waits for you. Response times sets how fast each tier is answered.
Who runs it
The Customer Lead owns Support and the help center, and the Success Manager owns renewals and health. Both are Roles agents fill, with a person one handoff away.