Support Concierge
Deflect repetitive support questions from your KB. Escalates to a human whenever it isn't confident.
Cut tier-1 volume without sacrificing trust when answers matter.
The problem
Your docs are solid, but customers still open tickets for the same ten questions. Support engineers spend half their day on copy-paste answers while complex issues wait in queue.
Why teams choose Support Concierge
Support Concierge sits in front of your existing knowledge base — help center articles, internal runbooks, release notes — and answers from that material only. When confidence is low or the question is sensitive, it hands off to a human with full context instead of guessing.
Most teams deploy it on email and in-app chat first. Within a few weeks, the pattern is predictable: repetitive how-to questions drop, CSAT holds steady or improves, and your senior support staff get their afternoons back for escalations that actually need judgment.
Business outcomes
- •40–60% reduction in tier-1 ticket volume within 90 days
- •Median first-response under 30 seconds for grounded answers
- •Every answer linked to source docs for audit and QA
- •Human handoff with conversation transcript — no customer repetition
Ideal for
B2B SaaS teams with 500+ monthly tickets, a maintained KB, and 2–15 support seats who want deflection without a black-box chatbot.
How it works
We start with discovery to confirm fit, then provision your workspace, configure the template for your tier, and hand off access through the EdgeBridge client portal or licensed API. Custom builds follow a scoped milestone plan; licensed deployments can expand seats or move to enterprise as you scale.
Human oversight
Every automation ships with a clear off-switch and a human review path. Sensitive actions can be gated behind approval. Every action is written to an audit trail your team can inspect and export.
Security & data
Deployed on the cloud or private environment you specify, with per-license isolation. API keys are hashed and stored once. Chat logs are redacted by default. Your data is never used to train shared models. Enterprise plans include a signed DPA and can pin data residency.
Interactive use case
Try a live workflow with realistic sample data. Production deployments are scoped and licensed to your environment.
Support Concierge use case
Licensing
Every engagement starts with a conversation. We don't publish list prices — Support Concierge is available as a custom build, a per-seat license, or an enterprise agreement depending on your scale, compliance needs, and how closely the catalog template fits your environment.
Custom build
Tailored to your stack, data, and workflows. Scoped after discovery and delivered as fixed-fee milestones or an ongoing retainer.
- • Your integrations and data sources
- • Custom models or rules where needed
- • Implementation + handover docs
- • Quoted after a discovery call
Per-seat license
License a production-ready workflow for named users. Scale seats as your team grows — pricing aligned to headcount and usage band.
- • Named users with role-based access
- • Standard support and updates
- • Usage caps agreed upfront
- • Add seats without re-implementation
Enterprise license
Organization-wide deployment with security review, SLA, and optional dedicated cloud or data residency.
- • Site or org-wide coverage
- • Signed DPA / BAA where required
- • Dedicated support channel
- • Custom SLA and audit requirements
Reference configurations
Starting points from past deployments — final scope and licensing model are agreed during discovery.
Starter
Up to 3 seats · 2,000 msgs/mo band
- • 3 seats
- • 2,000 msgs / mo
- • KB uploads
- • Email + Slack notifications
Team
Up to 10 seats · 10,000 msgs/mo band
- • 10 seats
- • 10,000 msgs / mo
- • Custom persona
- • Priority support