Case studies
How teams use LemonSupport to automate operations, support, and day-to-day work with AI agents.
B2B SaaS: Support team
Reducing ticket volume and improving response times
The challenge
The support team was handling 2,000+ tickets per month. A large share were repetitive: password resets, plan questions, and “how do I…” requests. First response time was over 4 hours during peak periods, and the team was burning out on repetitive work.
The solution
They connected LemonSupport to their help center and product docs, and trained agents to answer FAQs and run simple workflows (e.g. “check my subscription”). Escalation rules sent billing and account issues to humans. Within 8 weeks, they had two agents live on email and in-app chat.
Results
- • ~40% reduction in tickets reaching human agents
- • First response time under 1 hour for automated replies
- • Team focused on complex and high-value conversations
- • Customer satisfaction scores unchanged—customers got faster answers
“LemonSupport didn't replace our team—it gave them room to do the work that actually needs a human. We're answering more tickets overall and our CSAT went up.”
— Head of Support, B2B SaaS (500+ employees)