How Outsmart Increased Support Ticket Resolution by 26%

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What will you learn from this case study

• How Outsmart International unified support with a single in-app solution

• How the feedback widget simplified ticketing and support workflows

• Tips for customization and segmentation of in-app help center

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Challenges

• Support requests overloading email and phone channels
• Product updates distributed via email, often ignored by users
• Different pricing plans requiring tiered support

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Solution

Outsmart built a unified in-app support experience using Product Fruits.

• Life Ring Button: Help center that became the default support touchpoint
• Feedback widget: Ticketing workflow connected to Jira
• Newsfeed: Ensuring 100% visibility for product announcements
• Segmentation: Delivering tailored experiences based on user plans

Rens Hoekstra

Product Designer

"Our old support method was complicated, costly and most important not user-friendly. With Product Fruits, we now resolve 26% more tickets and deliver support right inside the product."

Use case

Creating tiered in-app support system

"Startplan users are served by the knowledge base and chatbot, while higher-tier customers can also raise tickets through the feedback widget. All in one place, the Life Ring Button."

Life Ring Button: the in-app help center widget

Life Ring Button serves as a unified support hub inside the product that delivers exactly the right level of help to Outsmart users. It does so by seamlessly integrating:

• 3rd party knowledge base links for user self-service
• Feedback widget for higher-tier customer ticketing
• Newsfeed for product updates and announcements
• 3rd party chatbot for conversational assistance

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The attention to detail made the difference. The team customized Life Ring 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.

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Feedback widget connected to Jira

The product team selected feedback widget to become their new ticket creation system and connected it via webhook to Jira.

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When user submits ticket or provides feedback through the 'Send a Ticket' section in the Life Ring Button, it automatically creates ticket in Jira with customer information including email, company name and company address.

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

Rens Hoekstra

Product Designer

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

From the end-user perspective, everything got much easier. The feedback widget gives higher-tier customers an easy way to get help without filling out lengthy forms, while lower-tier customers access self-help in real-time.

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Users on the the higher tier simply choose the category of their problem or feedback, write a short comment, optionally attach a screenshot or short video and sends.

Rens Hoekstra

Product Designer

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

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In-app announcements for product updates

Outsmart discovered the power of communicating with users where they work. Instead of fighting an overflowing email inbox, the product team now delivers updates directly in-app through the news section in the Life Ring Button.

• Product updates that everyone sees upon login
• Educational content targeted to specific segments
• Error notifications that reduce unnecessary support contacts

Rens Hoekstra

Product Designer

"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."

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Chatbot: first line of support

Outsmart implemented 3rd party chatbot into the chat section of the Life Ring Button, serving all customers across all plans. This freed up the live support team to dedicate even more time to premium users.

Rens Hoekstra

Product Designer

"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."

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Conclusion

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

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By implementing the Life Ring Button, they created support experiences that users actually enjoy using. The tiered approach, from self-service to premium ticketing, ensures every user gets appropriate help while the internal resources are optimized.

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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.

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