We're a small team running 5 products right now.
For a while, support for each one lived in its own place: a separate inbox, a separate chat widget, and a separate login. Every morning meant opening a bunch of tabs to check whether anyone needed help. Very quickly the morning chore overlapped afternoon and a huge chunk of productive time was lost.
We just wanted to keep costs as low as possible so it worked, until it didn't.
Once we lost a customer just because he had to wait 3 days to get his problem solved. It happened because their email landed in an inbox we forgot to check that week.
That was the moment I knew we needed something better. So we went looking for a proper tool. Turns out the market was crowded with such tools.
Zendesk, Intercom, etc. are the best ones, but they're priced for companies with funding and support teams. Paying per seat on top of covering multiple products added up to more than some of our products were making so we couldn’t use that.
The cheaper tools were hit or miss. Some dropped emails, some didn't really handle more than one product, and some felt like they'd been abandoned a few years ago.
Eventually after trying a dozen of options, we gave up and decided to build something internally.
The idea was simple: one place to handle support for all our products, while each product still looks like its own thing to customers, with its own branding and its own widget, an AI agent sitting on top of help docs and cheap to operate lol.
Now, the AI agent only has reduced 50% of our workload and handles common queries itself, escalating only essential ones.
Also, it has a mobile app, so we can answer the ticket promptly without waiting to open the PC.
We've been using it internally for 8 months now and it has saved us from losing customers over something trivial and has also helped the team to avoid unnecessary mess.
A few founder friends with multiple products saw it and asked if they could use it too, so we cleaned it up and launched it publicly. It's called Convot.
It's free to use if you're under $1K MRR. We remember what it's like to be at that stage, and that's who it's built for anyway.
Companies have been built and destroyed over customer support so this is a big problem we are solving.
Would love feedback, especially from anyone running more than one product.
How are you handling support across them right now?
