How Linearity scales support with AI on Productlane
Linearity’s user base kept growing while the support team stayed the same size. On Productlane, an AI agent trained on their product and billing answers customers directly, the help center rebuilt and translated itself in minutes, and the team steps in only when a person is needed.
Linearity builds design and animation tools, Curve and Move, for creating visuals and motion graphics.
- Industry
- Design software
- Headquarters
- Germany
- Founded
- 2017
- Products
- Curve & Move
- Uses Productlane for
- An AI support agent trained on their product and billing, a self-updating help center, and live chat, localized across languages.
The problem
Linearity’s user base kept growing while the support team stayed the same size. They needed to handle more tickets without pouring in more hours, and let customers resolve things on their own instead of every request landing on a person.
The heaviest part was broad, repeating topics like billing questions. Most of those come down to giving the right answer at the right moment, so they were a natural fit for self-service and a clear place to start.
Choosing Productlane
Linearity wanted modern support for a scaling SaaS. The clean, fast interface made day-to-day work easier from the first day. The MCP was what sealed it.
Productlane’s MCP read through every past ticket and Linearity’s existing knowledge base, then rebuilt the help center in a couple of minutes. It translated every article and published the whole set. The result stayed on brand and in Linearity’s voice, and it saved the small team hours of work.
“The MCP was the real deal maker. It read every past ticket and our knowledge base, then built and translated the whole help center in minutes, on brand and in our voice.”
The workflow today
Customers now chat with Productlane’s AI directly in live chat. It is trained on Linearity’s product and billing, so it answers most questions on its own and points people to the right article.
Nadya steps into a conversation only when a person is genuinely needed. That frees the team to focus on other priorities, and it keeps the human touch for the moments that call for one. She can set up the AI agent, take time off, and trust that support keeps running.
The results
Common questions, billing included, now resolve without a human. The team keeps its focus on the problems that need a person, and support scales with the user base while the team stays the same size. Customers get fast, personal answers around the clock.
Why Linearity recommends Productlane
Linearity is launching a new product with new pricing, which will bring plenty of fresh questions. They plan to lean on Productlane to give customers fast, personalized service, while a person still handles the cases that truly matter.
“I can set up the AI agent, go on vacation, and relax, because it just works. I only step in on the problems that really matter.”
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