Scalable Product Support for a U.S.-Based Ecommerce SaaS Platform

💡 The Challenge

A fast-scaling Ecommerce SaaS platform serving 8,000+ U.S.-based Shopify and WooCommerce merchants was struggling to meet user support expectations during product launches, ad spikes, and holiday campaigns.

Key Issues:

Ticket volume surged 3x during seasonal sale periods
Merchants required real-time support during live campaigns
Onboarding delays led to slower MRR growth
Tier-2 technical tickets were distracting product and dev teams

“We had a great product, but we couldn’t scale merchant support without hurting our roadmap.”

🛠️ The TransData Solution

TransData deployed a fully managed SaaS Product Support Pod trained in ecommerce tools, order management workflows, payment APIs, and integrations with platforms like Klaviyo, ShipStation, and Meta Ads.

What We Delivered:

Tier 1 & Tier 2 support from 8 AM to Midnight ET
Live chat, email, and ticketing support via Help Scout
Proactive onboarding with guided setup and product tutorials
Built an internal knowledge base with video guides and macros
Escalation triage for bug reports and API issues via Jira

📊 Results That Matter

✅ 3x support volume managed with zero drop in CSAT
✅ 96.2% CSAT maintained during BFCM sale period
✅ Average onboarding time reduced from 7 days to 3 days
✅ First response time under 5 minutes on live chat
✅ 68% of Tier-2 tickets resolved without engineering handoff

💬 Client Quote

“We were dreading Black Friday every year — until TransData came in. Our merchants now feel fully supported, even during peak hours. And our product team finally has space to build.”

— Director of Customer Operations, Ecommerce SaaS Company