support-systems
SKILL.md
Support Systems
Overview
Great support builds trust and reduces churn. Bad support kills both. As a solopreneur, you can't afford to spend all day answering the same questions — but you also can't ignore customers. This playbook shows you how to build a support system that scales: fast response times, high satisfaction, and minimal time investment.
Step 1: Choose Your Support Channels
You can't be everywhere. Pick 1-2 primary channels based on your product and customer expectations.
Support channel comparison:
| Channel | Best For | Response Speed | Scalability | Setup Cost |
|---|---|---|---|---|
| All businesses, async support | Hours to 24hrs | Medium | Low (just an address) | |
| Live chat | SaaS, B2C, immediate questions | Minutes | Low (hard to scale solo) | Medium (Intercom, Drift) |
| Help center / Docs | Self-service, reducing repeat questions | Instant | High | Low-Medium (tool + time to write) |
| Community (Slack/Discord) | User-to-user help, engagement | Minutes (peer-to-peer) | High | Low (free tools) |