Want to Level Up Your Customer Support? Book a Discovery Call with Us Now

AI Agents for SaaS Customer Support

The Challenge

Stannp.com, a direct mail automation platform serving UK and US markets, faced common support challenges that were limiting their growth potential. Their team relied heavily on live chat to handle website inquiries, creating several operational issues:

Coverage Gaps: When live chat was offline, particularly outside UK business hours, potential leads were lost as visitors couldn't get immediate answers to their questions.

Resource Drain: Support staff spent significant time answering repetitive questions about pricing, sample packs, and CRM integrations, leaving less time for complex customer issues.

Dual Market Complexity: Managing separate UK and US websites with different knowledge bases and customer needs created additional support burden.

Stannp needed an intelligent solution that could capture leads, answer common questions, and guide visitors toward conversion without requiring 24/7 human coverage.

Our Solution

We developed AI-powered chatbots for both Stannp's UK and US websites, each trained on region-specific knowledge bases and designed to actively drive conversions rather than just answer questions.

Key Features:

  • Smart follow-up prompting that guides users toward sample requests and demo bookings
  • Automated lead capture with webhook integration to sales systems
  • Region-specific knowledge bases for UK and US markets
  • Seamless handoff to human agents when needed
  • Embedded widget that replaced traditional knowledge base search

Strategic Implementation:The bots were designed not just to provide information, but to actively nurture prospects through intelligent follow-up questions and conversion prompts.

Results and Impact

Since deployment, the AI assistants have generated measurable business impact:

Lead Generation:

  • Strong uptake in sample pack requests initiated through bot interactions
  • Significant increase in qualified leads captured automatically
  • Majority of follow-up requests occurring during off-hours when human support unavailable

Operational Efficiency:

  • Significant reduction in repetitive support inquiries
  • Improved demo booking rates, especially from after-hours visitors
  • Enhanced knowledge base accessibility through conversational interface

User Experience:

  • Instant responses regardless of time zone or office hours
  • Guided customer journey with proactive conversion prompts
  • Seamless escalation to human support when needed

Technical Innovation

The implementation showcased several advanced AI applications:

Contextual Follow-ups: Rather than ending conversations after answering questions, the bot intelligently suggests next steps like sample requests or demo bookings.

Regional Customization: Separate knowledge bases ensure UK and US visitors receive relevant, location-specific information.

Knowledge Base Evolution: The traditional static FAQ page was transformed into an interactive, embedded AI assistant.

Operational Integration

The AI assistants integrate seamlessly with Stannp's existing workflows:

  • Lead data flows directly into sales systems via webhooks
  • Support team receives qualified leads rather than basic inquiries
  • Regional differences are handled automatically without manual routing

Key Insights

This implementation highlighted important principles for B2B AI assistants:

Proactive Engagement: AI that asks intelligent follow-up questions converts better than passive FAQ systems.

24/7 Coverage: Automated lead capture during off-hours can significantly impact conversion rates.

Regional Adaptation: Multi-market businesses benefit from localized AI training and responses.

Integration Quality: Seamless data flow to existing sales systems maximizes AI-generated lead value.

Ongoing Performance

The AI assistants continue to serve as lead generation tools, particularly valuable during off-hours when human support isn't available. The system has effectively replaced traditional knowledge base search while actively driving business growth.

Key Takeaways

For B2B SaaS Platforms:

  • AI assistants can significantly boost lead generation when designed for conversion, not just support
  • Off-hours coverage often generates higher-quality leads than expected
  • Regional customization is crucial for international businesses

For AI Implementation:

  • Focus on business outcomes (leads, demos) rather than just support efficiency
  • Design conversations that guide users toward desired actions
  • Integrate deeply with existing sales and marketing workflows