Many SaaS teams rely on bots or automation to handle customer support — but over time, that reliance often starts to show cracks.
We hear the same challenges from growing SaaS platforms again and again:
- Bots giving incomplete or incorrect answers
- Customers stuck in loops with no human option
- Delays when complex issues need escalation
- Declining satisfaction scores despite fast “response times”
- Higher churn from users who feel unheard
That’s why more SaaS companies are adding dedicated human agents to their support stack.
Here’s the feedback our agents get from users and SaaS owners:
- Accurate responses, with full context of the user’s issue or problem
- Natural empathy that calms even the most angry of users
- Agents provide actual insights for product improvement, thanks to their real conversations with users
- Human help makes the AI bot responses even better
- Customers are staying because of actual connections with the team
When real humans handle the moments that matter, automation can finally do what it was meant to — make support faster, not colder.
Ultimately, it’s humans using your platform, and so you need humans to help them use it right.