Question 1

How much should I budget for customer support?

Accepted Answer

Customer support budgets typically range from 5-15% of revenue for SaaS companies. The exact amount depends on ticket volume, complexity, and service level. Average cost per ticket ranges from $5-25 depending on channel and industry.

Question 2

What is the average cost per support ticket?

Accepted Answer

The average cost per support ticket varies by channel: $6-12 for self-service, $8-15 for chat, $12-25 for email, and $20-35 for phone support. These costs include agent salary, tools, and overhead.

How many tickets do you handle monthly?