Manages customer support and churn prevention. Triggers ONLY when: user asks to set up support system, handle customer complaints, reduce churn, or build a knowledge base. Do NOT trigger during development or marketing.
Prioritize by impact and urgency (source: Freshworks, general SaaS support practice):
| Priority | Category | Response time | Examples |
|---|---|---|---|
| P0 | Data loss / security breach | < 1 hour | Data leak, account compromise, payment breach, complete outage |
| P1 | Broken core feature | < 4 hours | Cannot log in, cannot complete primary workflow, billing errors |
| P2 | Question / how-to | < 24 hours | Feature usage questions, setup help, integration support |
| P3 | Feature request / enhancement | Weekly batch | Nice-to-haves, UI preferences, non-critical suggestions |
Solo founder rules:
Build proactively, not reactively (source: UserPilot, Paddle, Pylon):
What to write first:
Article structure:
Maintenance rules:
The first 14 days determine retention (source: ProsperStack, Vitally, CloudBlue):
| Touchpoint | Timing | Content | Goal |
|---|---|---|---|
| Welcome email | Instant | Confirm account, set expectations, link to quick-start guide | Reduce uncertainty |
| Quick win guide | Day 1 | Guide to completing ONE meaningful action (Time to First Value) | First "aha" moment |
| Check-in | Day 3 | "How's it going? Need help with anything?" + link to top KB article | Catch stuck users early |
| Value reminder | Day 7 | Show what they've accomplished + what they haven't tried yet | Reinforce value, expand usage |
| Feature discovery | Day 14 | Introduce an advanced feature or integration they haven't used | Deepen engagement |
Key metric: Time to First Value (TTFV). Customers who experience real value in the first few days are 2x more likely to retain and spend 30% more over their lifetime (source: ProsperStack). Measure and optimize ruthlessly.
Behavioral triggers (supplement the time-based sequence):
Average B2B SaaS churn is 3.5% monthly. Reducing churn by 5% can increase profits 25-95% (source: Vitally, QuantLedger, ProsperStack):
Usage monitoring (most reliable churn predictor):
Exit survey (when they cancel):
Save offers (in cancellation flow):
Win-back sequence:
| Timing | Content | |
|---|---|---|
| 1 | Day 30 | "We've improved [thing they complained about]. Take another look?" |
| 2 | Day 60 | Share a relevant customer success story |
| 3 | Day 90 | Final offer — special comeback deal or new feature announcement |
Involuntary churn (failed payments):
Close the loop between support and product (source: general SaaS practice, UserPilot):
Ticket tagging:
Monthly review:
Close the loop with customers:
NPS implementation:
Report to user: "Support: [what was set up/handled]. Key metrics: [response time, NPS, churn rate]"
Suggested next steps (user decides):