Customer Self-Service Portal

Overview

This SaaS startup had grown from 500 to 5,000 customers in just two years, but their support infrastructure was straining under the load. Over 70% of support tickets were for routine issues that didn't require human intervention. They needed a self-service solution that would empower customers while freeing their support team to handle complex issues.

The Challenge

A growing SaaS company was overwhelmed with support tickets for routine requests—password resets, billing inquiries, and feature questions. Their support team couldn't scale fast enough.

Our Approach

• Analyzed support ticket data to identify most common customer requests
• Designed intuitive self-service interface with account management features
• Built comprehensive knowledge base with search and categorization
• Integrated billing management with Stripe for subscription changes
• Implemented smart routing for tickets that still required human support

The Solution

We designed and developed a comprehensive self-service portal that allowed customers to manage their accounts, access documentation, and resolve common issues independently.