01
The same support questions keep returning
Software teams can spend a large share of their time answering familiar setup, account and product questions.
Handle agreed FAQs and pass anything unresolved to the right person.
Technology & Agencies
AI Receptionist for Technology Companies & Agencies
Help customers find answers and keep new enquiries organised without growing an inbox full of repetitive questions.
THE CHALLENGES
What gets in the way of a good customer experience?
After speaking with software companies, technology teams and digital agencies, we've identified common challenges with repetitive customer questions, growing support demand, fragmented enquiries and getting messages to the right person.
02
Growing customer numbers increase support pressure
The software case studies describe support requests rising with customer volumes even when the underlying questions do not change.
Provide a consistent first point of contact and clear escalation.
03
Different clients use different communication tools
Agencies managing several client accounts may have inconsistent handovers and fragmented communication channels.
Create business-specific call flows and clear message routing.
Related case study:Marketing Agency
04
Customer requests must reach the correct team
Technical support, new business and account enquiries need different responses and escalation rules.
Capture the reason for contact and route requests by category.
RELEVANT FEATURES
Features that address these problems
Configured around your business's processes and the systems you use.
Natural Language Processing
Understands caller intent and responds naturally, creating human-like conversations.
Trained on Your Business
Your custom AI is built from the ground up using your services, pricing, team, processes and FAQs. It sounds like your business — because it is.
Smart Call Routing
Intelligently routes calls based on caller needs, time of day, and your availability.
Ongoing Optimisation
We don't just build and walk away. Your AI is monitored, reviewed and improved over time based on real call data and your business feedback.
CASE STUDIES
Customer Success Stories
See how technology companies and agencies have used Smart Follow Ups to manage incoming enquiries and improve customer communication.
Marketing Agency
How a Leeds Marketing Agency Deployed AI Chat Widgets Across 14 Client Sites From a Single Account
A six-person digital agency in Leeds was running four different chat platforms across its client portfolio — paying for each separately, training staff on each separately, and explaining inconsistent reporting to clients every month. One Smart Follow Ups account replaced the lot. Fourteen client sites now run branded AI chat widgets configured per client, each with its own knowledge base and inbox, all managed from one dashboard — and the agency added £980 of recurring monthly retainer margin without hiring anyone.
14 Client Sites Deployed+£980 Monthly Retainer Margin
Read the full case study
SaaS
How a Bristol SaaS Cut Support Tickets From 200 a Week to 80 By Loading Their Docs Site Into the Widget
the SaaS company, a client portal SaaS for accountancy and legal firms with 2,400 paying customers, was drowning under 200 weekly support tickets — most of them the same fifteen repeat how-to questions. Then the Smart Follow Ups Business Pro widget ingested the entire the SaaS company documentation site into a private knowledge base, and 60% of those questions started getting answered in under ten seconds. The two-person support team finally has time for the hard cases — and a Newcastle accountant got the answer she needed in 23 seconds at 5:43pm on the 31 January self-assessment deadline, saving her client a £100 HMRC late-filing penalty with seventeen minutes to spare.
-60% Weekly Ticket Volume (200 to 80)8 sec Median First-Answer Time
Read the full case study
Invoicing & SaaS Platform
How the invoicing platform Reduced Support Staff by 60%, Doubled Invoice Recovery, and Scaled to Thousands of Users With Smart Follow Ups AI
the invoicing platform is a multi-business invoicing platform serving sole traders, freelancers, and small companies across the UK. As user numbers grew, support costs were growing faster than revenue. Smart Follow Ups AI now powers the invoicing platform's help centre 24/7, automates unpaid invoice chasing via SMS and email, runs new-user onboarding sequences, and has allowed the team to reduce support headcount from five to two — while user satisfaction scores actually improved.
-60% Support Staff Reduction34%→71% Invoice Recovery Rate
Read the full case study
SMS Use Case — Payment Reminders
How the invoicing platform Uses SMS to Get Invoices Paid Faster
the invoicing platform is a UK invoicing platform built by the team behind Smart Follow Ups. It uses Smart Follow Ups SMS to chase unpaid invoices with automated payment reminders, because a text gets seen when an emailed reminder gets buried. Here is how it works, and why SMS is the right channel for getting paid.
Read the full case studyResults vary depending on the business and how the system is configured.
COMMON QUESTIONS
Questions worth asking
Can the AI voice agent answer common customer support questions about our software or services?
Yes. Your AI voice agent can be trained using approved information about your products, services, processes and frequently asked questions.
For example, if customers regularly ask about account setup, available features or how to request support, it can provide consistent answers based on the information you supply.
This reduces the need for staff to repeatedly answer straightforward questions. When your AI voice agent cannot resolve a request, it can collect the details and pass the enquiry to your support team for further assistance.
What happens when a customer has a complicated technical problem?
Your AI voice agent can recognise when an enquiry goes beyond the information or procedures it has been trained to handle.
Instead of guessing at a technical solution, it can ask relevant questions, collect a description of the issue and direct the request to the appropriate support team.
Your business can set rules for urgent problems, existing customers and enquiries requiring specialist attention. This allows your technical staff to receive a more organised request while customers know their issue has been acknowledged.
Can the AI voice agent separate new sales enquiries from existing customer support requests?
Yes. Your AI voice agent can identify why somebody is contacting your business and follow a different process depending on the type of enquiry.
For example, a prospective customer might want a demonstration, pricing information or a consultation. An existing customer may need technical assistance, account support or a callback.
Your AI voice agent can collect the appropriate information and direct each enquiry to the relevant team. This helps ensure potential sales opportunities aren't mixed in with routine support messages.
Can the AI voice agent be updated when we introduce new products or change our services?
Yes. Your AI voice agent can be customised and improved as your business changes.
When you introduce a new product, update pricing or change your support procedures, the information used by your AI voice agent can be reviewed and updated.
It can also be refined using real enquiries to identify questions it isn't yet answering effectively. This ongoing optimisation helps keep your AI voice agent useful as your products, customers and internal processes develop.