How a SaaS Founder Reduced Support Costs by 70%

Complete case study of how a SaaS company reduced support costs by 70% while improving response times and customer satisfaction using an AI clone.

Published: January 2025•Updated: January 2025•Approx. 17 min read

The Problem

TechStart, a SaaS company, was spending $15K/month on support staff to handle 2,000+ tickets monthly. Average response time was 8 hours, and customer satisfaction was declining.

The Solution

TechStart implemented an AI clone trained on their documentation, FAQs, and support history. The AI clone handled 70% of support tickets automatically, with human escalation for complex issues.

Results

  • Support Costs: $15K → $4.5K/month (70% reduction)
  • Response Time: 8 hours → Instant
  • Customer Satisfaction: 78% → 94%
  • Tickets Handled: 2,000 → 6,000/month
  • Human Escalation Rate: 30% (complex issues only)

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