Captions · AI video editing app
Try an AI agent only outside office hours, then advertise 24/7 support
A quick win: customers get an instant friendly reply overnight
Workedcustomer-support
What they did
Keep normal human support hours (Captions had 8 hours a day, 7 days a week) and turn on the AI agent only off-hours, so every customer gets an immediate friendly acknowledgment and humans reply the next day. Lets cautious teams test AI and market 24/7 support right away.
What happened
Customers got a friendly message immediately; guest calls it a quick win.
- Stage
- Scale (scaling)
In their words
Sub Club by RevenueCat · How to Reduce Churn & Boost Growth with Fast, Empathetic Customer Support — Eli Winderbaum, Captions“We kept our normal eight-hour support seven days a week, and we had our AI agent on on off-hours support just so customers got a friendly message saying, "We received this,"”
“So if you're if you're really afraid of AI or you're not sure if it's right for you, try it for off-hours support, and you can market 24/7 support right there. It's a quick win.”
Get tactics like this every Monday
New tactics from the week's founder interviews, each linked to where it was said.
More from this episode
- Captions: Let an engineer answer support herself and fix issues right away in the codeWorked well while finding product-market fit, guest says
- Captions: Let an AI agent answer easy questions and pass hard ones to a person with the full chatSupport team half the size it would be; 58-second first reply; no layoffs
- Captions: Offer round-the-clock support with one agent each in the Americas, Asia and Europe58-second average first reply; guest sees it as an edge over slow competitors
- Captions: Translate your website into Portuguese to grow in BrazilBig jump in Brazil installs after the Portuguese site went live; no number
- Captions: Show each customer's plan and renewal status in the support chat and prioritizeTailors replies; churned and premium users jump the queue; no numbers
- Captions: Hire your most helpful Discord members and customers as support agentsHires needed barely any training and knew the app better than the manager
- Captions: Put every employee, including the CEO, in Discord to answer users and test ideasSteady feedback without surveys or paid interviews; noisier as the app matured
- Captions: Quickly build a loudly requested small feature and have the CEO say 'we listened'Customers feel heard and become loyal, guest says; no numbers
- Captions: Post happy customer messages and reviews in a team Slack channel everyone seesKeeps the whole company focused on who they build for; no numbers
- Captions: Ask customers for an App Store or Play Store review after a good support chatGuest calls it huge; reviews naming agents attract new users; no numbers
- Captions: Track what share of subscribers contact support each month and watch for jumpsSteady at ~3% a month; jumps flag bad releases, outages or promos
- Captions: Compare each agent's satisfaction score to the team's to spot who needs helpSurfaced agents who were struggling, sometimes for personal reasons
- Captions: Test a 7-day free trial against a 3-day one7-day did worse, so the 3-day trial stayed
- Captions: Run every new feature as a two-week A/B test before keeping it
- Ask for a rating or review and link straight to it after helping someone