Challenge
Lywand is a cybersecurity startup in St. Pölten, Austria, building an automated security audit platform for B2B clients. As the customer base grew, support became a bottleneck. A siloed Freshdesk setup forced agents to switch between tools, there was no self-service knowledge base, and seat-based pricing made it costly to give the wider team access. Every inquiry, even a repetitive one, needed a person, which pulled technical experts away from development.
Solution
Lywand moved to Gleap as an all-in-one support platform. In 2 to 3 weeks the team rolled out AI support trained on its documentation, a searchable knowledge base, a support widget embedded on every page, product tours and in-app news, with all 16 team members onboarded and no per-seat costs. Access went company-wide, so engineering, sales and marketing work from the same place.
A clear example is agent installation, which requires specific firewall whitelisting. Support used to answer the same “which URLs do I need to whitelist?” question by hand, with response times depending on who was available. Now Gleap’s AI recognizes the question and returns the exact URLs from the knowledge base at any hour, and agents only step in for complex follow-ups.
Result
- Across all channels, AI support resolves about half of every inquiry without human intervention.
- All 16 team members work in Gleap, without per-seat costs.
- Next, Lywand plans to push AI resolution from 50% toward 75%, expand the knowledge base with deeper technical documentation and build tighter feedback loops between support and product.
See how AI customer support for SaaS works in Gleap, or meet Kai Support.
