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How do you handle customer support as a tiny SaaS team?

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Curious how other small teams handle this.

Most of our support questions were the same few: "how do I set up X", "I paid, why is my plan still free?", "can I cancel?". But the ones that mattered needed real data (payment status, account state).

What's your setup?

- Founder answers everything?

- Docs + email?

- Live chat (Intercom, Crisp...)?

- AI chatbot? Does it actually help?

And what's the one support question you're tired of answering? 😅

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For a tiny SaaS team this setup makes a lot of sense especially keeping support simple while still having a human handle the important issues How are you managing support as the user base grows

Thanks! Right now it's mostly me, and the repeat questions eat the most time. As users grow, I'm moving the same few questions (setup, billing, cancel) to an AI that can check real account and payment data, and keeping the tricky cases for a human. That's what I'm building with Elpino. How did you handle it when your volume went up? Did you add tools or just more people?

Figuring out how to automate those repetitive billing and setup questions is definitely one of the highest ROI things a small SaaS team can do to free up founder time.

Agreed, billing and setup questions are the ones that keep coming back. Did you automate any of them yourself? Curious whether it was docs, a bot, or something custom, and what still ended up needing a human.