How Vault offered 24/7 support from day one with Solva
An early-stage startup delivered instant, around-the-clock customer support before hiring a single dedicated support agent.
"As a tiny team, Solva gave us enterprise-grade support on day one. Our customers think we have a whole support department."
Nina Hoffman, Co-founder at Vault
The Challenge
As a small startup, Vault's founders and engineers were answering support tickets themselves — pulling focus from building the product. They couldn't justify a full support hire yet, but slow, inconsistent replies were hurting early customer trust at the worst possible time.
The Solution
Vault set up Solva in an afternoon, training it on their docs and FAQ. Solva immediately took over incoming questions across chat and email, resolving the vast majority instantly and only pinging a founder for the rare edge case — with full context, so no time was wasted.
The Results
Vault offered 24/7 support from launch with no dedicated support staff. Solva handles 75% of all tickets, founders got their focus back, and early customers consistently praised the fast, helpful responses — a competitive edge most startups can't offer.
