ScaleUp SaaS:
10x Support with Zero Headcount.

The Challenge

ScaleUp was a victim of its own success. Their user base exploded, but their support team was overwhelmed. Response times slipped to 24+ hours, churn was increasing, and their highly technical product made it difficult to outsource support without sacrificing quality. They needed a way to provide instant, high-quality answers 24/7 without training hundreds of new agents.

The Solution

We deployed a "Support Mesh" of AI agents trained on their entire knowledge base, codebase, and Slack history.

• Level 1 Triage AgentInstantly answers 80% of routine queries (billing, login, basic config) with perfect accuracy and tone.
• Agent AssistFor complex Tier 2 tickets, the AI drafts responses for human agents to review, creating "super-agents" who work 5x faster.

The Result

ScaleUp turned support from a cost center into a retention engine. Response time sits at 12 seconds average. CSAT scores rose to 4.9/5 because users loved the instant answers. They successfully scaled to 5x their user count while keeping the support headcount exactly flat.