Product and account support
Features, access and account questions answered from a knowledge base that someone owns and keeps current.
Industries / Technology and SaaS
Know the product.
Understand the person using it.
For a software company, support is part of the product. Your users judge you by what happens when something will not work. We prepare teams to find the real fault, explain the fix plainly and know when an engineer has to see it.
- 97%
- Customer satisfaction in a client reference
- <16 min
- To resolve advanced issues, same reference
- 1 of 4
- Countries, and often the one leading the metrics
The work
Support your users
will mention in reviews.
Troubleshooting
We reproduce the issue where we can, follow the diagnostic path and record what we found before anything is escalated.
Knowledge and feedback
Recurring questions and gaps in guidance are reported back, so the product and the documentation improve together.
In a client's words
Not only does the team embody what I've mentioned so far, but they have also proven their aptitude for a very complex product known as Kajabi.
Our platform requires agents to successfully troubleshoot many advanced SaaS, eCommerce, and website-related issues in under 16 minutes while maintaining a 97% CSAT rating.
As a customer of DirecOne, they have always made me feel like I'm their top priority 24/7 with white-glove treatment.
A historical program result. It is not a company-wide average and not an AI performance claim.
AI first, human where it matters
Your users will ask an AI first.
Make sure someone is behind it.
Software users are comfortable with self-service, and an AI agent that knows your documentation can settle the routine questions quickly.
The rest is where reputations are made: the bug that only happens on one account, the migration that went wrong, the customer whose business is offline. Those reach a specialist with the conversation so far and the product knowledge already on screen.
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Engineering gets a usable report. What was tried, what was seen and how to reproduce it.
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Releases reach the floor first. A change goes through training and guidance before it reaches a customer.
Practical questions
Asked before most engagements.
How do you keep up with product changes?
We agree who owns the knowledge and how it is updated during transition. A release has to reach training, guidance and quality review before it reaches a customer.
Can you work in our help desk and tools?
Yes. We work in the client's own systems, with access and permissions set to your security requirements.
What gets escalated to our engineers?
Only what needs them, and with the information they need. Escalation paths and the content of a report are agreed with your product and engineering teams.
Start here
Tell us which conversations you have.
We will tell you who should lead each one.
A direct conversation with the people who run the operation. Expect a view on scope, a pilot design and a timeline.