Case Study
6 min read
Case Study: How TechStartup Reduced Support Load by 65%
See how one SaaS startup transformed their customer support by implementing Websyte AI, saving 20+ hours per week.
By Customer Success
TechStartup was drowning in support tickets. With just two support engineers handling 50+ tickets daily, customers waited days for responses.
The Challenge
- 300+ support tickets per week
- 70% were repetitive "how-to" questions
- 48-hour average first response time
- 15% monthly churn due to poor support
The Solution
TechStartup chose Websyte AI for: - 30-minute implementation - No code changes required - Uses existing documentation - Affordable startup pricing
Implementation Timeline
- Week 1: Setup and documentation upload
- Week 2: Phased rollout to users
- Week 3-4: Optimization based on usage
The Results
Quantitative Impact - Weekly tickets: 300+ → 105 (-65%) - First response: 48 hours → <30 seconds - Support hours: 80+ → 25 per week - Customer churn: 15% → 6% - NPS score: 12 → 47
Financial ROI - Annual savings: $370,000 - Investment: $588/year + setup - First year ROI: 6,190%
Key Success Factors
1. Comprehensive knowledge base 2. Strategic widget placement 3. Continuous improvement 4. Clear escalation paths
Six Months Later
- Customer count doubled
- Support team remained at 2 people
- NPS score reached 67
- Monthly churn dropped to 3%
TechStartup's transformation shows what's possible when AI augments human support. The key? AI doesn't replace humans—it frees them to solve complex problems and build relationships.