The ROI of Helping Customers

How much does support cost you? How do you calculate the Return on Investment (ROI) for the money that you put into helping your customers? Is there even an actual ROI? These are not uncommon questions.

Let’s say you’re a founder of a growing business. You users need help, and you don’t have a lot of options. You try and fix this by giving up on your primary roles to provide users with a helping hand. You end up spending more time on support than hustling or coding. As a result, your personal contribution to business growth suffers. Eventually, you hire somebody to do support. It’s still a pain in the butt and a massive dent in your burn rate, however, there is no way around needing it. Your business is growing like frogs after a rainy afternoon, and you have to do something. Does that sound familiar?

It should. This problem is one that all businesses face. Eventually you have to ask the question of “how much are we going to invest in helping our customers?” or “is this money that we’re spending helping people even worth it?”.

The good news is, yes; you can calculate ROI for any system, including things like help centers, which give your customers an opportunity to serve themselves.

Before creating imaginary numbers for an ROI calculation, we can learn from the experience of one of our early customers: Flyclops.

Supportify integrates into their game app called “Domino!“. When you play Domino!, the FAQ menu is powered by Supportify. We talked with Parker Whitney, co-founder of FlyClops about a variety of topics. When it comes to support numbers, he had the following to say:

“[j]ust looked at our dashboard and with 6.1k [faq] requests over the last 30 days, even if only half of those turned into support requests and you assume a minute per response, the hours saved quickly add up. The cost savings are difficult to even estimate unless you pay a support person (which we now do), but if you’re doing that in lieu of spending time on product development your opportunity costs are through the roof.”

Additionally, Parker was a big fan of the ease of adding and editing content. He had the following thoughts about how this saved the Flyclops time:

“If we have a bug pop up in a live build I can go in and detail a player-side fix, or at the very least let them know we’re on it. Then just tag it, so it’s the first thing they see and done. Back to work.”

Finally, he placed emphasis on Flyclops’ no compromise approach to customer support and how Supportify benefits both developer and user:

“Your customer has a question, and they want an answer now, not when you get around to responding. Spend a little time setting up an FAQ on Supportify now and save both you and your customers hours over your products lifetime.”

Flyclops started out using an email address as the primary means of support. Once Flyclops put Supportify in place Flyclops experienced a 50% drop in email volume, which given 6.1k FAQ requests just last month, is at least 50 hours of work saved each month, probably even more. Additionally, the efficiencies provided by Supportify’s dynamic nature made it possible for the system to continue delivering savings as time went on.

Taking this and other stories into account, our estimation is that you can save up to 50% of your current support costs with any solution, and you can add an additional 40% to those savings if you are using Supportify.

What do the numbers show in your case? Check out our calculator and let us know!