how you can scale saas support like me, on a tight budget:

1. build a killer knowledge base

- write 5-10 faqs covering common issues, like “how to reset your account.” my faq page cuts most support emails.

- use a free tool like notion to host a public help center, simple and searchable.

- update it monthly based on new user questions you see in emails or x dms.

- link to it in every support reply to nudge users to self-serve.

2. use ai for assessment, not answers

- set up a basic ai chatbot to categorize tickets (e.g., “billing” or “bug”). i've used a free zapier flow for this.

- but always follow up with a human reply, users hate ai-only responses.

- train the ai on your faqs to suggest relevant help articles before escalating.

- keep tweaking the bot’s logic to avoid frustrating users with bad suggestions.

3. leverage your community

- start a discord or forum where users can help each other. my 50-user discord resolves 20% of questions.

- pin a “support” channel with links to your faq and email for quick access.

- thank active community members with free months or swag, it builds loyalty.

- monitor threads to jump in when needed, but let users shine.

4. prioritize high-impact replies

- focus on new users first, they’re most likely to churn. i reply to trial users in under 2 hours.

- use canned responses for common questions, but personalize the opener (like “hey sarah”).

- track support trends with a free tool like google sheets to spot recurring issues.

- fix bugs fast and email affected users, they’ll stick around if you’re doing good.

good luck with your efforts to scale.

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