AI automation and helpdesk consulting for SaaS support teams. I help you cut triage time, stop repeat questions and get Zendesk, Intercom, Freshdesk, HubSpot or any other support tool you use working the way your team actually works.
Most support teams don't have a people problem. They have an operations problem.
Skilled engineers spend hours reading and routing tickets before anyone starts solving them.
The answers exist somewhere, just not where customers or your AI agent can find them.
Workflows, macros and integrations were built for a team half your size.
You don't need a bigger team. You need a support operation that works.
Fixed scope, fixed price. Most teams start with an audit and decide the next step with real numbers in hand.
Fewer tickets, faster triage and an AI agent that gives the right answers.
Your top 20 contact reasons, what can be automated and the hours you can win back.
1 weekBest for: teams that know something is off but want numbers before they invest.
A knowledge base built from your own tickets, plus a configured AI agent, measured before and after.
3 to 4 weeksBest for: teams adding an AI agent, or unhappy with the answers it gives today.
Ongoing ticket analysis, new and updated articles, AI tuning and helpdesk admin.
Monthly, 3 months minimumBest for: teams that want results to keep improving without hiring an ops specialist.
Choosing, setting up and moving between Zendesk, Intercom, Freshdesk, HubSpot or any other support tool.
The right support tool for your team, and a clear plan to get there, before you sign a contract.
2 weeksBest for: teams outgrowing their helpdesk, or under pressure to switch, who want an expert view before committing.
Your helpdesk set up from scratch or rebuilt properly.
2 to 3 weeksBest for: new support teams, or teams whose setup grew without a plan.
A move to a new helpdesk without losing tickets, articles or momentum.
4 to 5 weeksBest for: teams switching tools who cannot afford downtime.
Your helpdesk connected to the tools around it.
1 weekBest for: teams copying information between tools by hand.
Not sure which one fits? Book a call and I will tell you honestly.
Three projects from in-house roles. Real numbers, measured at the time.
Enterprise identity security SaaS
Every complex ticket was classified and prioritised by hand. I mapped product behaviour from the codebase with AI coding tools, built analysis that grouped tickets into recurring issues, and automated classification so urgent cases rose to the top.
| Metric | Before | After |
|---|---|---|
| Triage time per ticket | 2 to 3 hours | 5 minutes |
| Tickets categorised automatically | 0% | 60% |
| Recurring issues escalated with evidence | ad hoc | around 10 |
Global messaging and contact centre platform
New features shipped faster than the help centre. I found the questions that came back most often, wrote or rewrote around 40 articles starting with the costliest topics, and trained around 100 colleagues across support, success and sales.
| Metric | Result |
|---|---|
| Repeat contacts on documented topics | down 45% |
| Help articles written or rewritten | around 40 |
| Colleagues trained | around 100 |
Digital product and managed services company
Support for many client projects ran without shared processes or metrics. I designed one set of workflows and escalation paths, set up metric tracking, built an enablement programme for new hires and a repeatable onboarding process for new clients.
| Metric | Before | After |
|---|---|---|
| First response time | 3 hours | 30 minutes |
| CSAT, out of 5 | 3.8 | 4.6 |
| New team member ramp time | 6 weeks | 3 weeks |
I always knew I could rely on Kristina's product knowledge as well as her superb critical thinking skills when it came to troubleshooting issues.
She is a delight, and an incredible asset to anyone lucky enough to work with her.
Four waypoints from first call to measurable results. You always know the price before work starts.
You tell me how your support works today. I tell you honestly whether I can help.
I analyse your tickets and show you where the time goes.
We fix the biggest problems first: knowledge base, automation, helpdesk setup.
You see the numbers before and after, and I keep tuning if you want me to.
The captain stays in command. The pilot knows the route.
In Swedish ports, a lots is the pilot who boards a ship and guides it safely through difficult waters into the harbour.
That is how I work with support teams. You know your product and your customers. I know the route through AI, automation and helpdesk change, and I make sure you arrive without running aground.
Founder of Lotsen
Nine years in technical support for enterprise SaaS, from engineer to team lead. I take ownership of the whole problem and measure the result.
I have supported developer-facing APIs and contact centre platforms at Infobip and MessageBird, identity security at Veza, and built a client success function from scratch at ROKO Labs.
Along the way I cut triage time from hours to minutes with AI automation, reduced repeat questions by 45% and halved the time new team members needed to become productive.
When you work with me, you get one senior person who does the work: no hand-offs, clear scope and numbers before and after.
From first diagnosis to measured result, the problem is mine until it is solved.
Fixed scope, fixed price and the biggest wins first.
Every project ends with numbers you can show your leadership.
Short answers to what teams usually ask first.
Zendesk, Intercom, Freshdesk, HubSpot, Salesforce Service Cloud, DevRev and any other support tool your team uses. I have worked hands-on in Zendesk, DevRev, HubSpot and Salesforce. For other tools I start with a short discovery so we both know the scope before work begins.
SaaS companies with roughly 20 to 200 employees and a support team of 2 to 30 people.
For the audit I work with ticket exports without customer names or emails. For setup work I use the access you give me and sign a data processing agreement if you need one.
Then I will tell you. Often the first win is a better knowledge base and cleaner workflows.
Usually within one to two weeks of our first call.
Book a free 30-minute call. You leave with at least one concrete improvement, whether we work together or not.
Book a free 30-minute callPrefer email? Write to kristina@lotsenconsulting.com