- Development
Date
27 August, 2024
Client
SaaS Company
Category
Development
Location
Seattle, USA
Bilzit developed a combined knowledge base and live chat platform for a SaaS company, helping their support team resolve customer questions faster while giving users a self-serve option for common issues.
Challenge & Solution
The client's support team was overwhelmed with repetitive tickets, and customers had no easy way to find answers on their own outside business hours.
- Searchable knowledge base design
- Live chat widget development
- Support ticket routing logic
Our Process
We built a searchable knowledge base with organized categories and smart suggestions, then layered in a live chat widget that routes complex questions to human agents while deflecting routine ones automatically.
Result Driven
Support ticket volume dropped noticeably after launch, and customer satisfaction scores improved thanks to faster response times.
- 30% reduction in support tickets
- 24/7 self-serve answers
- Faster average response time