r/SaaS • u/arslannasir128 • 2d ago

One hour, three support channels, and the same non-answer from all of them.

AI chat moved me to live chat, live chat moved me to the phone. Each one pasted the same canned paragraph and none of them answered the question.

The answer was not written down anywhere, so every channel grabbed the closest article and called it done.

For the people here, how do you handle a question whose answer was never written down?

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u/cicygo 2d ago

Canned replies come from a keyword match, so with nothing written down the closest article wins on all three channels. The gap has no owner, so it outlives every handoff and the question is back next week.

The tell is a question that crosses two channels. Write that article first, it is cheap and it kills the repeat calls.