I think about 10% of my SaaS company is in the support department, no outsourced support at all. We have about 50k paying customers.
You message support, some real person reads and gets back to you within a day.
You message support, some real person reads and gets back to you within a day.
What your your company do? Is it low ticket business or a high ticket business?
Our free tier is time-limited but we still look at all tickets even from non-paying customers (in the hopes of converting them). A 1-hour intervention from a customer rep can result in a multi-year paying customer.