> I think about 10% of my SaaS company is in the support department, no outsourced support at all. We have about 50k paying customers.
What your your company do? Is it low ticket business or a high ticket business?
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.