A channel business runs on deal throughput, and so does everything we do for it
Security manufacturers and cloud platforms sell through partners, deal by deal. You win on volume of bids, which is where an agent earns its keep.
Volume in every direction: deals, partners, questions
The economics reward volume and speed, and each deal carries technical questions from a partner or an end customer.
- You sell through a partner channel, so the people representing your products do not work for you.
- Deals are hundreds of thousands: you churn out more rather than assessing a few.
- Every deal needs bidding on, which means answering integration, compatibility and configuration questions quickly.
- Support volume grows with the install base, and it grows faster than you can hire.
- The questions repeat. Installation, configuration, integration, and compatibility dominate tier-one volume.
- The answers exist. They are in your documentation, your support history, and your compatibility matrices.
- The channel needs the same answers your own team does, and today they queue for them.
- Solving it once solves it for support, sales, and partners at the same time.
Three jobs, one platform, one vendor
Technical support is the front door. Sales enablement and partner enablement run on the same product knowledge, pointed at different audiences.
Technical support, embedded in your product
Not a widget bolted to a help center: the agent goes inside the SaaS product itself, as the first responder to any support question a customer asks.
Today it handles around 30% of support questions end to end, with no human involved. Roughly 90% of the question volume is answerable as coverage expands, and that gap is a content and ingestion problem we work through with you month by month.
The result is many hours saved for the technical support team, and a better experience for the customer, who gets an answer immediately instead of waiting in a queue.
Sales enablement
We run the sales enablement layer for security companies: your reps answering integration and compatibility questions in the room, building the technical case, and ramping onto new product lines in weeks instead of the usual six months.
Questions like "does this camera work with that VMS?" and "which controller works with this door hardware?" stop being escalations.
Partner enablement
Because the model is channel-led, enabling your sales team and partners is the same capability pointed at two audiences, and the second one is usually the bigger prize.
Deployed in the partner portal, it gives dealers and integrators the technical depth of your own team, so they can specify and quote your products without waiting on your engineers.
Content analytics
Alongside the agent, we hand back analytics on what your documentation is missing and what conversations people are having on the platform, then help you continuously improve the content behind it.
Four surfaces, all live today
Different audiences, different knowledge scope, one platform behind all of them.
Embedded in your product
The first responder to any support question, inside the software your customers already have open. Eagle Eye Networks and Brivo both run this.
Partner portal
Your dealers and integrators self-serving the technical answers they email your team for.
Slack and Teams
Your own people, in the tools they already work in, without another tab to remember.
Your website
Customers and prospects, answered before the question becomes a ticket or a lost opportunity.
Different hubs per audience
Confidential and pre-release material sits in the internal hub and nowhere near the public one.
Straight to a human
A one-press hand-off from the conversation into your support queue or a live agent, configured to your workflow.
What moves
Documentation gaps compound. Close them steadily and next quarter’s deflection rate automatically beats this quarter’s.
Common questions from security companies
Why does the CRO care about a support tool?
Because it is not one. The same product knowledge answers the customer’s support question, arms your reps in a deal, and enables the channel to sell without your engineers. A CRO owns all three, which is why they are the cleanest buyer: one signature covers the whole surface.
Can it really go inside our product, not just our website?
Yes, and that is where it works best. Embedded in the product, the agent is the first thing a customer meets when they hit a problem, rather than something they would have to leave the product to find. Both Brivo and Eagle Eye Networks run it this way.
What about our channel partners, who have different needs?
They get their own deployment, usually in the partner portal, scoped to what partners should see. It is the same capability that enables your direct team, which is the point: in a channel-led business those are the same problem.
How do you keep unreleased products out of customer-facing answers?
Multiple agents across multiple knowledge hubs is a core part of the platform. Your internal support team’s hub can include confidential and pre-release material; the public agent’s hub cannot. The boundary is architectural, not a prompt instruction.
What do we get besides the agent?
Analytics on document gaps and on the conversations happening on your platform, plus ongoing work with you to close those gaps. That’s usually the part customers didn’t expect going in.
Related
Point it at your documentation
We’ll ingest what you have, show you the answers it produces, and tell you what your documentation is missing.
SOC 2 Type II · Every answer traceable to its source