Customer Support
Customer support is the function that responds to customer questions, issues, and requests. It's typically reactive — the customer reports a problem, support diagnoses and resolves it.
Support vs success
- Support — reactive ticket resolution; SLA-driven; metric is response/resolution time
- Success — proactive outcome management; renewal-driven; metric is retention/expansion
Most companies have both, often with shared tooling but separate playbooks.
Common support channels
- In-product chat
- Knowledge base / self-service
- Phone (enterprise only at most SaaS)
- Community forum
Core support metrics
- First-response time
- Time to resolution
- CSAT / NPS / CES
- SLA attainment
- Backlog (open tickets)
- Cost per ticket
How BlueHill helps support teams
Support tickets, internal notes, and customer history live together. SLAs track automatically. Escalation paths bake into workflow. CS and support share the same customer record, so handoffs are seamless.
Related: Tickets · SLA · Knowledge base · Customer success