Guides building self-serve help centers, knowledge bases, documentation strategies, and support workflows to reduce tickets and scale without hiring.
npx claudepluginhub whawkinsiv/solo-founder-superpowers --plugin solo-founder-superpowersThis skill uses the workspace's default tool permissions.
The best support interaction is the one that never happens. This skill helps you build self-serve documentation that eliminates tickets, set up efficient support workflows, and scale from 10 to 10,000 customers without a support team.
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The best support interaction is the one that never happens. This skill helps you build self-serve documentation that eliminates tickets, set up efficient support workflows, and scale from 10 to 10,000 customers without a support team.
Tier 1: Absolute minimum (launch day)
Tier 2: First 100 users
Tier 3: 100-500 users
Tier 4: 500+ users
$0/mo: Email + Notion/Google Docs help page
$0-50/mo: Crisp (free tier) or Tawk.to (free)
$50-100/mo: HelpScout Starter or Intercom Starter
$100-300/mo: Intercom or Plain (for developer tools)
Organize by user journey, not by feature:
Getting Started
├── Creating your account
├── Setting up your first [core object]
├── Inviting team members
└── Connecting your data source
Core Features
├── [Feature 1]: How to [outcome]
├── [Feature 2]: How to [outcome]
├── [Feature 3]: How to [outcome]
└── Working with [key concept]
Account & Billing
├── Changing your plan
├── Updating payment method
├── Understanding your invoice
├── Canceling your account
└── Exporting your data
Integrations
├── Connecting [Integration 1]
├── Connecting [Integration 2]
└── API documentation
Troubleshooting
├── [Common error 1]: How to fix it
├── [Common error 2]: How to fix it
└── Something else not working?
Structure for every help article:
# [Task the user is trying to accomplish]
[One sentence: what this article helps you do.]
## Before you start
[Prerequisites — what the user needs before following these steps.]
## Steps
1. [Action verb] [specific instruction].
- [Sub-detail if needed.]
- [Screenshot or note if helpful.]
2. [Next action verb] [specific instruction].
3. [Continue until task is complete.]
## What to expect
[What happens after they complete the steps. What they should see.]
## Common issues
**[Issue 1]**
[Cause and fix in 1-2 sentences.]
**[Issue 2]**
[Cause and fix in 1-2 sentences.]
## Related articles
- [Link to related topic 1]
- [Link to related topic 2]
Writing rules:
Write FAQ entries for these universal SaaS questions:
Getting Started:
- How do I sign up?
- Is there a free plan / trial?
- How long does setup take?
Product:
- What does [Product] do?
- Who is [Product] for?
- What integrations do you support?
- Can I import my data from [competitor]?
Pricing & Billing:
- How much does it cost?
- Can I change plans?
- Can I cancel anytime?
- Do you offer refunds?
- Is there a discount for annual billing?
Security & Data:
- Is my data secure?
- Where is my data stored?
- Can I export my data?
- What happens to my data if I cancel?
Support:
- How do I get help?
- What are your support hours?
- How fast do you respond?
Acknowledgment (use when you need time to investigate):
Hi [Name],
Thanks for reaching out — I can see the issue and I'm looking into
it now. I'll get back to you within [timeframe] with an update.
[Your name]
Bug confirmed:
Hi [Name],
You're right — this is a bug on our end. I've identified the cause
and I'm working on a fix. I expect to have it resolved by [timeframe].
I'll email you as soon as it's deployed. Sorry for the trouble,
and thank you for catching this.
[Your name]
Feature request (saying no):
Hi [Name],
Thanks for the suggestion — I can see how [feature] would help
with [their specific use case].
Right now I'm focused on [what you're prioritizing and why], but
I've logged this and I'll revisit it when we get to [relevant area].
In the meantime, here's a workaround that might help: [workaround].
Appreciate the feedback — it genuinely shapes where the product goes.
[Your name]
Churn response (someone cancels):
Hi [Name],
Thanks for letting me know. I'm sorry [Product] didn't work out.
If you're comfortable sharing, I'd really appreciate knowing what
prompted the switch — even a one-line answer helps me make the
product better for others.
Either way, your data will be available for [X] days if you change
your mind. Thanks for giving us a try.
[Your name]
Confused user (unclear how to do something):
Hi [Name],
Great question — here's how to [do the thing]:
[2-4 numbered steps]
I've also added this to our help docs so it's easier to find next
time: [link].
Let me know if you run into anything else.
[Your name]
1. Track ticket topics (tag every ticket by category).
2. Find the top 5 topics by volume.
3. For each:
a. Can the product fix it? → File bug/UX improvement → fix it.
b. Can docs prevent it? → Write or improve the help article.
c. Can onboarding prevent it? → Add tooltip, empty state copy, or setup step.
d. Can an automated response handle it? → Create auto-reply or chatbot flow.
4. Repeat monthly.
| Date | User | Category | Summary | Root Cause | Action Taken | Preventable? | Prevention Action |
Common categories:
Reduce tickets by building these into the product:
Track monthly:
| Metric | This Month | Last Month | Target |
|-----------------------------|------------|------------|----------|
| Total tickets | | | Trending↓|
| Avg first response time | | | <4 hours |
| Avg resolution time | | | <24 hours|
| Tickets per 100 users | | | <10 |
| Top ticket category | | | |
| % resolved by docs (no reply)| | | >30% |
| CSAT (if measured) | | | >4.5/5 |
The key ratio: Tickets per 100 users. If this is rising, your product is getting harder to use. If it's falling, your docs and UX improvements are working.