How do you handle the "same 10 questions" problem at 2-5 people?
Every B2B SaaS founder I've talked to hits the same wall at 2-5 people: you're personally answering the same 10 questions from customers every day. "How do I set up X", "why isn't Y working", "what does this error mean."
It's not the complex stuff that kills you — it's the volume of routine questions you can't ignore but shouldn't be spending 2 hours/day on.
Curious how people here handle this:
- Do you just answer them manually?
- Intercom/Zendesk? (expensive for a tiny team)
- Something else entirely?
I've been building an AI customer support agent (Velor) that actually takes actions — not just "here's a help article," but actually resolves things. There's a live demo at velorplatforms.com if you're curious (no signup, just click "speak with an agent").
Would love to hear what's working for others at this stage.
The volume problem is real. One distinction worth testing, some of the 10 questions probably need actual judgment, and some just need the same fact repeated. The second group can go to a canned response immediately, that is the cheap win before evaluating Intercom or Zendesk. Of your 10, how many are pure repeats versus ones that need you to actually look at the account first?
The split you're describing is pretty close to what I found. Rough breakdown for me was 7-8 are pure repeats -- same question, same answer, no account context needed. The other 2-3 need you to actually look at something: billing status, what plan they're on, a specific error in their logs.
Canned responses work fine for the first group. What made me look for something more was that even the pure repeats still required me to triage -- read the message, recognize it as a repeat, pick the right canned response, send it. Maybe 30 seconds each, but at 15-20 tickets a day it adds up, and more importantly it keeps pulling you out of focus.
The jump from canned responses to something that triages and responds autonomously is exactly where I built Velor. The 7-8 repeats go fully hands-off; the 2-3 account-specific ones still come to you but pre-labeled.