Customer Support Use Cases
Explore 51+ customer support use cases with recommended solutions. From e-commerce to SaaS to agencies, find the right approach for your scenario.
Every business has unique support requirements based on their customers, products, and scale. E-commerce needs fast responses during sales events. SaaS companies need technical escalation paths. Agencies need multi-brand management. We've documented 51+ use cases with recommended approaches and tool configurations.
Each use case includes workflow recommendations, tool suggestions, automation opportunities, and examples from successful implementations across different business types.
Common Use Case Patterns
- •High-volume e-commerce: Automated order tracking, quick replies, Instagram/WhatsApp focus
- •Technical SaaS support: Knowledge base integration, screen sharing, developer documentation
- •Agency/multi-brand: Separate inboxes per client, unified team management, white-labeling
- •Community support: Discord/Telegram integration, public FAQ, community forums
Small Business Support
1-10 employees
Startup Support
Startups
SMB Support
10-100 employees
Enterprise Support
100+ employees
Solopreneur Support
Solo founders
E-commerce Support
Online retailers
SaaS Customer Success
Software companies
Agency Client Support
Marketing/design agencies
Healthcare Support
Healthcare providers
Real Estate Support
Real estate agents
Restaurant Support
Restaurants
Hotel Support
Hotels
Fitness Support
Gyms and fitness studios
Remote Team Support
Distributed teams
Outsourced Support
BPO teams
Hybrid Team Support
Hybrid teams
Multi-language Support
Global businesses
24/7 Support
Global customer base
High-Volume Support
Enterprise/high-traffic
Peak Season Support
Seasonal businesses
After-Hours Support
Any business
Sales Support
Sales teams
Technical Support
Tech products
Billing Support
Subscription businesses
Onboarding Support
SaaS/subscription
Returns & Refunds
E-commerce
Order Support
E-commerce/retail
Appointment Booking
Service businesses
Subscription Support
Subscription businesses
Complaint Handling
Any business
Feedback Collection
Any business
WhatsApp Support
WhatsApp-heavy markets
Social Media Support
Consumer brands
Live Chat Support
Any website
Community Support
Community-driven products
Telegram Support
Telegram-heavy markets
Discord Support
Gaming/tech communities
Vietnam Support
Vietnam businesses
Southeast Asia Support
SEA businesses
LATAM Support
LATAM businesses
MENA Support
MENA businesses
European Support
European businesses
VIP Support
Premium customers
B2B Support
B2B companies
D2C Support
D2C brands
Marketplace Seller Support
Marketplace sellers
Influencer Support
Brands with influencer programs
Crisis Support
Any business
Website Visitor Tracking
B2B sales and marketing teams
B2B Lead Generation
B2B companies seeking new customers
Buyer Intent Data
B2B sales teams targeting in-market buyers
Frequently Asked Questions
Converge supports multiple workspaces with separate inboxes, branding, and channels per brand. Teams can be assigned to specific brands while managers see all activity in one dashboard. Pricing remains flat regardless of how many brands you manage.
Key elements:
- WhatsApp/Instagram for pre-purchase questions,
- Automated order status updates via Shopify/WooCommerce integration,
- Quick reply templates for common questions,
- Live chat on product pages for conversion. Converge handles all these natively.
Focus on:
- Self-service options (FAQ, knowledge base),
- Automated responses for common questions,
- Quick reply templates for agents,
- Channel consolidation to reduce context-switching. These optimizations typically handle 30-50% of volume automatically.