Support

Tier 1: Absolute minimum (launch day)

• Contact email ([email protected]) routed to your inbox
• 5-10 FAQ entries on a /help or /faq page
• In-app "need help?" link that opens email compose

Tier 2: First 100 users

• Help center with 15-25 articles covering common questions
• Canned responses for the 5 most common questions
• Simple ticket tracking (even a spreadsheet or Notion board works)

Tier 3: 100-500 users

• Dedicated help center tool (Intercom, Crisp, HelpScout, or Plain)
• In-app chat widget (live during business hours, async otherwise)
• Knowledge base with search
• Response time target: <4 hours during business hours

Tier 4: 500+ users

• All of above + automated responses for common issues
• Status page for incidents
• Community forum or Discord for peer-to-peer support
• Consider first support hire (or contractor)

Tool Recommendations by Stage

$0/mo:       Email + Notion/Google Docs help page
$0-50/mo:    Crisp (free tier) or Tawk.to (free)
$50-100/mo:  HelpScout Starter or Intercom Starter
$100-300/mo: Intercom or Plain (for developer tools)

Help Center Architecture

Information Structure

Organize by user journey, not by feature:

Getting Started
  ├── Creating your account
  ├── Setting up your first [core object]
  ├── Inviting team members
  └── Connecting your data source

Core Features
  ├── [Feature 1]: How to [outcome]
  ├── [Feature 2]: How to [outcome]
  ├── [Feature 3]: How to [outcome]
  └── Working with [key concept]

Account & Billing
  ├── Changing your plan
  ├── Updating payment method
  ├── Understanding your invoice
  ├── Canceling your account
  └── Exporting your data

Integrations
  ├── Connecting [Integration 1]
  ├── Connecting [Integration 2]
  └── API documentation

Troubleshooting
  ├── [Common error 1]: How to fix it
  ├── [Common error 2]: How to fix it
  └── Something else not working?

Writing Help Articles

Structure for every help article:

# [Task the user is trying to accomplish]

[One sentence: what this article helps you do.]

## Before you start
[Prerequisites — what the user needs before following these steps.]

## Steps

1. [Action verb] [specific instruction].
   - [Sub-detail if needed.]
   - [Screenshot or note if helpful.]

2. [Next action verb] [specific instruction].

3. [Continue until task is complete.]

## What to expect
[What happens after they complete the steps. What they should see.]

## Common issues

**[Issue 1]**
[Cause and fix in 1-2 sentences.]

**[Issue 2]**
[Cause and fix in 1-2 sentences.]

## Related articles
- [Link to related topic 1]
- [Link to related topic 2]

Writing rules:

• Title = the task, not the feature. "How to invite team members" not "Team Management."
• One article per task. Don't combine "setting up billing AND inviting users."
• Use screenshots only when the UI is non-obvious. Don't screenshot every click.
• Write for the user who is mildly frustrated and in a hurry.
• Test every article by following the steps yourself on a fresh account.
• Keep articles under 500 words. If longer, split into multiple articles.

FAQ Page

Write FAQ entries for these universal SaaS questions:

Getting Started:
  - How do I sign up?
  - Is there a free plan / trial?
  - How long does setup take?

Product:
  - What does [Product] do?
  - Who is [Product] for?
  - What integrations do you support?
  - Can I import my data from [competitor]?

Pricing & Billing:
  - How much does it cost?
  - Can I change plans?
  - Can I cancel anytime?
  - Do you offer refunds?
  - Is there a discount for annual billing?

Security & Data:
  - Is my data secure?
  - Where is my data stored?
  - Can I export my data?
  - What happens to my data if I cancel?

Support:
  - How do I get help?
  - What are your support hours?
  - How fast do you respond?

Support Response Templates

Canned Responses (customize, don't copy-paste robotically)

Acknowledgment (use when you need time to investigate):

Hi [Name],

Thanks for reaching out — I can see the issue and I'm looking into
it now. I'll get back to you within [timeframe] with an update.

[Your name]

Bug confirmed:

Hi [Name],

You're right — this is a bug on our end. I've identified the cause
and I'm working on a fix. I expect to have it resolved by [timeframe].

I'll email you as soon as it's deployed. Sorry for the trouble,
and thank you for catching this.

[Your name]

Feature request (saying no):

Hi [Name],

Thanks for the suggestion — I can see how [feature] would help
with [their specific use case].

Right now I'm focused on [what you're prioritizing and why], but
I've logged this and I'll revisit it when we get to [relevant area].
In the meantime, here's a workaround that might help: [workaround].

Appreciate the feedback — it genuinely shapes where the product goes.

[Your name]

Churn response (someone cancels):

Hi [Name],

Thanks for letting me know. I'm sorry [Product] didn't work out.

If you're comfortable sharing, I'd really appreciate knowing what
prompted the switch — even a one-line answer helps me make the
product better for others.

Either way, your data will be available for [X] days if you change
your mind. Thanks for giving us a try.

[Your name]

Confused user (unclear how to do something):

Hi [Name],

Great question — here's how to [do the thing]:

[2-4 numbered steps]

I've also added this to our help docs so it's easier to find next