How Outsmart Increased Support Ticket Resolution by 26%

Managing 25,000 users across over 2,500 companies is no easy task, especially when your support team isn’t receiving proper support tickets. This doesn’t mean your software is flawless or that your users are satisfied. It can simply suggest that your users don’t have an easy way to reach out for help, or they don’t have a way at all.

The Outsmart International team realized that their external (and expensive) ticket creation system was too complicated to use. With too many mandatory fields, customers avoided submitting requests, often turning to phone calls, emails or underusing key platform features instead.

The Life Ring Button became the elegant solution: a single access point that delivers exactly the right level of help to Outsmart users. This unified hub seamlessly integrates:

• Knowledge base (External) links for user self-service
• Feedback widget for higher- tier customer ticketing
• Newsfeed for product updates and announcements
• Chatbot (External) for conversational assistance

The attention to detail made the difference. The team customized the widget to match Outsmart's UI perfectly, creating a native feel. They localized content into 4 languages, ensuring every user feels at home. And through smart segmentation, each pricing tier receives appropriate support options.

Admin perspective

The product team selected the Feedback widget to become their new ticket creation system.

From the available integration functions - Slack, email, or webhook - they chose webhook and connected the widget to Jira.

When users submit a ticket or provide feedback through the 'Send a Ticket' section in the Life Ring Button, it automatically creates tickets in the Jira system with customer information including email, company name, and company address.

Inside Jira, a ticketing structure is created for each customer request, complete with notifications and allocation to specific support team members. The team used a segmentation function of the widget and made Feedback widget visible only to higher pricing tier customers.

The Feedback widget, integrated with Jira, gave us a user-friendly yet powerful ticket creation system that customers actually use.

Rens Hoekstra, Product Designer,

Outsmart International

User perspective

From the user perspective, everything got 100% easier.
The Feedback widget gives higher-tier users an easy way to get help without filling out lengthy forms. Customers choose the category of their problem or feedback, write a short comment, optionally attach a screenshot or short video, and send.

From the customer's view, asking for help now takes seconds instead of minutes.

Rens Hoekstra, Product Designer,

Outsmart International

Outsmart discovered the power of meeting users where they work. Instead of hoping for email opens, they now deliver updates directly in-app through the News section in the Life Ring Button.

The section handles everything:

• Product launches that everyone sees upon login
• Educational content targeted to specific segments
• Instant error notifications that reduce unnecessary support contacts

We already have the content ready and publish it whenever there's a critical error on the page, letting users know we're aware so they don't need to contact us.

Rens Hoekstra, Product Designer,

Outsmart International

The product team implemented an external Chatbot into the chat section of the Product Fruits Life Ring Button, serving all customers across all plans. This freed up the live support team even better to dedicate more time to premium users.

We have added a Chatbot for all our plan users to give them a fast first touchpoint if they don't find information on their own in our Knowledge base.

Rens Hoekstra, Product Designer,

Outsmart International

Power tip: Recently, Product Fruits launched its own Copilot, offering multilingual and multi-source conversational support. At the same time, the Life Ring Button offers the possibility to integrate any external live chat provider, giving Outsmart flexibility for future scaling of its in-app support.

Outsmart's transformation shows what's possible when support becomes part of the product experience itself.

By implementing the Life Ring Button ecosystem, they created support possibilities that users actually enjoy using. The layered approach, from self-service to premium ticketing, ensures every user gets appropriate help while optimizing team resources.

The results speak for themselves: more tickets resolved, better user satisfaction, and a support team focused on high-value interactions. This isn't just better support; it's support that drives growth, retention, and competitive advantage.

For SaaS companies ready to transform support from a cost center into a strategic asset, Outsmart's journey provides the blueprint.