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Support, priced and explained
Plain guides for small SaaS teams: what support tools cost, how an AI bot should behave, and how to keep support from eating your week. Every figure is sourced and dated.
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Pricing
Support software pricing for a 3-person SaaS team (October 2026)
What a team of three pays for Relay, Intercom, Help Scout, Chatwoot, Crisp, Tidio and Featurebase at list price, with free plans and AI fees. Sourced and dated.
· 5 min read
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Pricing
Per-seat vs flat-rate help desk pricing: what a small team really pays
What a small SaaS team pays on per-seat, per-workspace and flat-rate support tools at 1, 3, 5 and 10 seats, plus AI fees. List prices, sourced and dated.
· 5 min read
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Pricing
Is Intercom too expensive for a small SaaS team? The math at 1, 3, 5 and 10 seats
Intercom's list price at 1, 3, 5 and 10 seats, what its Fin AI agent adds per outcome, when it's worth paying, and what to use instead. Sourced and dated.
· 4 min read
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Alternatives
Intercom alternatives for small SaaS teams: six tools priced for three seats
Six Intercom alternatives for a small SaaS team, with the monthly cost for three people, free plans, AI pricing and who each is best for. Sourced and dated.
· 7 min read
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AI support
What AI customer support really costs: per resolution, per credit, or included
How Intercom, Help Scout, Featurebase, Chatwoot, Crisp, Tidio and Relay charge for AI support answers, with monthly costs at 200, 500 and 1,500 conversations.
· 4 min read
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AI support
Chatbot human handoff: 9 rules for when an AI support bot should step aside
Nine rules for when an AI support chatbot should hand a conversation to a person, with the exact triggers Relay uses and how to test any bot before launch.
· 5 min read
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AI support
How to train an AI chatbot on your help center (and why the articles matter more than the bot)
Grounded AI support bots read your help articles rather than learn from them. How retrieval works, five rules for bot-friendly articles, and a coverage test.
· 4 min read
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AI support
How to stop an AI support bot from making things up
Six controls that stop an AI support bot inventing policies and prices, how Relay applies them, and ten trap questions to test any bot before launch.
· 4 min read
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AI support
Do AI chatbots have to say they're AI? A plain-English guide to the disclosure rules
What the EU AI Act, California's bot law and Utah's AI law say about telling people they're talking to an AI, and what good disclosure looks like.
· 5 min read
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Support operations
How to reduce support tickets: a four-week method, not a list of tips
A repeatable loop for cutting repeat support tickets in a small SaaS: tag every ticket, rank the tags, write one article per top tag, then check the numbers.
· 4 min read
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Support operations
Support ticket statuses explained: open, pending, resolved (and bot)
What open, pending and resolved mean in a support inbox, when a ticket should move between them, and why four statuses are enough for a small team.
· 3 min read
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Support operations
How to run customer support as a solo founder without it eating your week
A practical method for a solo founder answering their own support: one inbox, one help center, fixed daily windows, simple statuses and what to automate.
· 4 min read
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Help center
Help center vs knowledge base vs FAQ: what's the difference and which do you need?
A help center is the public front door, a knowledge base is the articles behind it, an FAQ is one short page. What a small SaaS should build first.
· 3 min read
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