01 RULE
We do not sell headcount reduction, and we will not put it in a proposal.
We are creating what we desired as the ones answering.
Support started, not in a lab. Eleven people, one product, one rule: we declined money.
Trusted by global leaders
About
Support was the first job everyone tried to automate and got wrong.
The last decade’s answer was a widget in the corner of the page that asked you to rephrase your question four times and then offered to open a ticket. It did not save anyone money. It moved the cost onto the customer and called it self-service.
The mistake was in the framing. Support was treated as a cost to remove rather than a queue to clear. Once you decide the goal is fewer people, every product decision that follows is a small cruelty to somebody.
We started from the other end. A support queue is mostly the same fifteen questions, asked by people who are mildly annoyed and would like an answer before lunch. Almost none of it needs a person. The part that does needs a person badly, and needs them unhurried.
So Lapse takes the first part and protects the second. That is the whole idea, and everything in the product exists to keep those two halves separate.
Our rules
We will not build the version of this that replaces your team
02 RULE
We do not charge per seat. Adding a teammate should never cost you money.
03 RULE
We publish what we refuse to automate, and the list gets longer, not shorter.
04 RULE
Every reply says it came from an agent. That is not a setting.
Who is here
Most of us have been on the other side of the queue.
