An agent tags the real fixer and routes them a bonus.
ProblemGreat help disappears inside shared support queues, so the people who actually save the customer rarely get clear credit, recognition, or upside.SolutionSupport Hero reads support conversations, identifies the real fixer behind a resolved case, and routes a bonus or customer tip to that person with an auditable trail.Target CustomerHeads of Support, CX Ops leads, and support team managers at SaaS, marketplace, and fintech companies with 10 to 200 support reps working in shared inboxes.Revenue ModelB2B SaaS subscription priced by team size, starting around $299 per month, plus an optional fee on customer-funded tips or internal bonus payouts.MVP ScopeAn MVP connects to one helpdesk, scores closed conversations to suggest the real fixer, lets a manager approve attribution, and generates a payout-ready reward log and simple recognition leaderboard.Risks- Attribution can feel unfair if the agent over-credits the last responder instead of the real problem solver.
- Some companies may like recognition but resist introducing cash incentives into support workflows.
- Teams could game the system if reward rules are not transparent and manager-approved.
Projected TAMThere are tens of thousands of support teams in software and online services that already pay for helpdesk tooling. If 20,000 teams are reachable and even a narrow early segment spends about $3,000 per year, the serviceable market is roughly $60M ARR before expanding into broader support ops and incentive tooling.