SaaS and software
Support that keeps up with your product.
Software customers write in from the app, by email, and in chat, and the answer often needs an engineer. Samvaads gives support a proper helpdesk, a help center customers can search, and threads that bring in engineering without leaving the ticket.
Without one place for it
What usually goes wrong
Bugs bounce between tools
A ticket becomes a chat message, then an issue in the tracker, and the customer’s question never gets an update.
Answers are re-typed every day
How to reset two-factor or export data is answered from memory, slightly differently each time.
Enterprise customers expect deadlines
Contracts promise response times, but nothing in the queue shows which tickets are about to miss them.
How Samvaads handles it
The same work, on one record
A help center that also trains your AI
ExampleA customer searches the portal for how to rotate an API key and finds the article. When someone does ask, Copilot drafts the reply from the same article and shows the source.
- Categories and articles, public in a branded portal when you want
- The same articles power Copilot and AI agent answers
- An embeddable widget for your own app
Bring in engineering without losing the thread
ExampleAn agent opens an internal thread on a sync bug. It mirrors to the engineering channel in Slack, and the engineer’s reply comes back onto the ticket for the agent to pass on.
- Private side-discussions attached to the ticket
- Two-way sync with Slack and Microsoft Teams
- Issue tracker apps, such as Jira, from the marketplace
Your product talks to your helpdesk
ExampleYour app opens a ticket through the external API when an in-app report is filed, and a webhook updates your status page when it is resolved. Engineers can query the desk from their own MCP clients.
- External API for tickets, contacts, knowledge, and CSAT
- Webhooks for the events you want to hear about
- Samvaad MCP, bounded by the key you issue
Ask what customers are struggling with
ExampleA support lead asks which features generated the most tickets this month, and gets a chart beside the answer to bring to the product review.
- Plain-words questions about tickets, conversations, and CSAT
- Bar, line, and donut charts beside the answer
- Only the numbers each person is allowed to see
End to end
A bug report, end to end
An example: an enterprise customer reports that a scheduled export failed.
Reported from the app
Your product opens a ticket through the API with the account, plan, and error details as custom fields.
The enterprise SLA applies
The account’s group routes it to the priority queue, and its SLA policy starts the clock.
Engineering is pulled in
An internal thread goes to the engineering Slack channel, and an issue is linked from the tracker app.
The customer gets updates
The agent replies on email while the fix is in progress. The internal discussion stays private.
Fixed and documented
The ticket is resolved, and a knowledge article about the workaround is published to the portal.
CSAT and trends
The survey score lands on the ticket, and the issue shows up in the month’s Copilot metrics.
What to measure
Numbers worth watching
- First response and resolution against SLA
- What your contracts promise, tracked separately.
- Tickets by product area
- Where the product creates support work.
- Questions answered from the help center
- Which articles are working, and which are missing.
- CSAT by customer segment
- Whether your largest accounts are happy, not just the average.
Watch these in Samvaads dashboards, or ask Copilot for them in plain words. To estimate what your own team could save, try the ROI calculator with your own volumes.
Try it now
See it in the live demo
The live demo is a sample home-goods store, so the names differ from your business, but the inbox, tickets, customer records, and Copilot work the same way. No sign-up needed.
See it with your own channels
Tell us how your team works today and we will walk you through the parts that matter to you.