👨‍💻 Do you have customer support for your product?
What do you think about support - or have you even thought about it? =D
Do you think every product must have some kind of support?
Should it be a bot?
A human?
Email?
An AI agent?
Or all together?
In our case, with a complex workspace, I think working support is definitely a must.
We’re building it right now: a Guide Agent that helps users onboard more easily, leads them through processes, answers questions, opens feedback tickets, and more...
And there’s another interesting thing.
One of my friends works at a big company that is basically all about support - they provide support packages for other products.
Do you think this kind of business is still relevant today?
Personally, I feel like these days makers increasingly think about support as a part of the product itself, rather than something separate.
So… what do you think?
How do you approach support for your product?
Replies
We tried setting up an automated bot during our beta phase and users hated it instantly since they just wanted a real human to troubleshoot their broken database syncs.
@jabari_zuri I hate chatbots myself =)) So I understand that they aren’t really the solution.
So, there are several layers: first, we have suggested questions and actions that users might need. Then, the AI agent starts chatting with the user, helping them navigate the product or submit a problem. And if the user wants human support, a real person can jump into the conversation immediately.
Yes and no, the agent can take pressure off, but someone needs to own the handoff when the context gets messy. I’ve found making the next human owner visible stops automation feeling like a dead end. Do users see that?
@matheus_paranhos1Â In any case, if the user knows that the only way to communicate is through a bot or an agent, it can feel a bit uncomfortable. Knowing that, in the end, a human can take over the conversation makes the experience much smoother.
I am the support for Top10Q. When a beta user wrote that yesterday's items were still on today's list, I answered that same message myself — there's no bot and no separate inbox yet.
@mostafahosseini That's great that you’re able to support your users yourself!
And what was the issue with the items? Was it a bug, or did the user do something wrong?
for early B2B i'd keep a human on support way longer than feels efficient. those tickets are the best source of positioning and churn signals you'll get, and an agent answering them means nobody on the team actually reads them. agent for the how-do-i questions is fine, but someone should skim every thread weekly.
@rakesh_kakati Yes, I agree!
For B2B, it’s also good to keep human support for the long term, especially to catch any new suggestions and use cases that clients come up with.
For your support room, I'd make sure the human gets the conversation plus the steps the agent already tried. Having to explain the same bug twice is the part that annoys me most. I'd also let users send a bug report straight away, without completing an onboarding chat first. And keep a list of repeat questions: if people keep asking where the same button is, that's a useful product fix waiting to happen.
@al_kub Those are all really good points.
We have a chat room where we preserve the whole context, along with a summary for human support, so users don’t need to explain the same issue again.
In the support room, users can report any issue at any time, and the team gets it immediately.
And I agree about the FAQ - it could be really useful to have it directly in the support room.