Training and desk-side reference for SaaS support teams — craft first, product-agnostic.
A handbook to help support agents give the best customer service and support their clients in resolving issues. Free and open source.
The framework is complete, with easy options to edit and add content. The content itself is still in progress — preview the live site first, then grab the GitHub project if you want to run it locally or contribute.
I have spent 8 years onboarding and supporting clients on SaaS platforms and now using AI and my coding knowledge I decided to build a platform to share knowledge on best practices on how to assist and troubleshoot client issues. The 1st draft has sections on errors, API calls, HAR files and basic database queries. The other part if how to make sure the client is feeling hear and how to document and escalate internally to ensure the issues are resolved. The idea is to create a foundation and to build from it. If you have stuff you would like included in the main project, please feel free to reach out and share and I will look at how best to add as I am always happy to collaborate and will also attribute your inputs to you. If you want to do your own internal version, clone the repository and follow the instructions on how to get up and running and then go wild. The published site stays product-agnostic; product runbooks belong in a private build.