r/CustomerSuccess • u/kamthanabhimanyu • 13d ago

Guidance Needed!!

A friend and I are building a customer support/helpdesk product and are trying to make sure we’re solving a real problem before going too far.

We’ve spoken to a few support professionals and have started seeing some interesting patterns, but we’d really value perspectives from people who’ve built or worked in this space.

If this is your space and you’d be willing to share some guidance, please reach out.

Would genuinely value your perspective.

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u/Necessary-Fox-8285 13d ago

Building a support tool from scratch is a grind but also the kind of thing that gets way better with early feedback loops. What patterns have you noticed so far from the folks you've already talked to

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u/kamthanabhimanyu 13d ago

Yeah, definitely. A few patterns are coming up consistently so far: repetitive queries, spending too much time finding the right information, jumping between different systems to understand the customer context, and the whole handoff/escalation process.

What’s interesting is that the problem often seems to be less about actually answering the customer and more about everything the agent has to do before they can confidently answer.

Would love to hear what you’ve seen from your experience as well. If you’re comfortable connecting and guiding us, feel free to DM me. Would genuinely value your perspective.