Web & data
AI Automation for Business Operations
Map the process before you buy the tool. A guide to where AI automation pays back in operations, where it fails, and…
9 min read
Industry
Technology & SaaS
Software businesses, where the site has to explain a product that changes monthly and the buying committee reads different pages for different reasons.
What is different here
What a technology project has to account for
A site that can keep up
Product changes monthly; a site that needs a developer for every change is out of date within a quarter. Structure it so the team can edit it.
More than one reader
The person evaluating, the person paying and the person who will have to run it all need different pages. A single "features" page serves none of them.
Pricing that answers rather than defers
Hiding pricing filters out the people who would have said yes, not the people who cannot afford it.
What is different about software work
Two constraints. The product changes faster than an agency release cycle, so the site has to be editable by the people who know what changed. And the buying committee is plural: someone evaluating, someone approving the spend, and someone who will be responsible for making it work. A single feature list is written for none of them.
Our experience here
We build in this sector, but we have not yet published a case study in it. Rather than describe adjacent work as if it were direct experience, we would rather say that plainly and show you the closest thing we have done, usually the portal and integration work under custom software development.
Support load is a design decision
In a software business the size of the support queue is decided long before anybody opens a ticket. It is set by what the product does when a user gets something wrong, by what the documentation explains, and by how much of the interface has to be learned rather than read.
Which is why the work here usually runs in both directions at once: a desk that answers today, and a record of what it answered that tells the product team what to change so the same question stops arriving.
Technology and SaaS work, in practice
- Tickets coded by cause, so recurring causes reach the product team
- Deflection measured by what stopped arriving, not by what was closed
- Escalation paths agreed with engineering before go-live
See custom software development for the build side, and the helpdesk support guide for the desk.
How this work usually starts
This work starts by reading a month of tickets and coding them by cause. That single exercise usually reorders the roadmap, because the top three causes are rarely the three the team expected, and two of them are typically a documentation problem rather than a product one.
Two habits keep a software support desk from growing forever: coding every ticket by cause, and sending the top causes to the people who can remove them. Without the second, the first is just tidier record keeping.
Before you decide
Reading for technology
Written by the people who deliver the work: what it involves, what it costs to get wrong, and where handing it over is worth it.
Web & data
AI Business Automation Services
Automate documented business processes with AI plus human review. Cut manual handling time and keep an audit trail on every decision the…
11 min read
Before you ask for a quote
Tell us what is not working. You get an answer, not a booking link
A paragraph is enough to start. A person reads it and replies within one working day with a scope, a price and an honest view of whether the work is worth doing at all.