Simple and Elegant SaaS Support with Fernand and Supademo

Joseph Lee·October 30, 2023

What is Fernand?

Founded by serial founders Antoine and Cyril , Fernand is an elegant customer support platform built specifically for SaaS.

The duo's aim is to build the fastest, calmest customer support experience, built specifically for fast-growing SaaS companies.

Having built and operated bootstrapped businesses like ImprovMX, PDFShift.io, and Reflectiv for over 10 years, the duo set out to rethink the status quo of clunky, expensive support software built for legacy businesses.

Today, Fernand is offers both a ticketing platform as well as an intuitive support/knowledge base for SaaS companies to better support their customers.

What is Supademo?

Supademo is a fast-growing platform for creating beautiful, AI-powered interactive demos in seconds. Users simply click through their product flow as if they're screensharing - and Supademo captures each step, click, and transition into a cohesive, interactive experience.

Over 6000 users leverage Supademo across support docs, async onboarding, and sales to drive engagement and adoption.

Here's how new platforms like Supademo and Fernand work seamlessly together to deliver a support experience that creates product champions:

Three benefits to embedding an interactive Supademo in Fernand

1) Reduce support tickets

By embedding an interactive Supademo within Fernand, SaaS companies can encourage self-paced learning-by-doing, which empowers customers with visual guidance instead of text-based support guides that lack context.

Likewise, unlike video guides that are time-consuming to record, edit, and maintain, a Supademo can be created in seconds and be easily updated with new text or slides, making updates a breeze. In all, this leads to fewer customer support queries from confused customers, which directly translate to increased retention and NPS scores.

As a platform, Fernand is already a beautifully simple and elegant way to support customers. Supademo simplify amplifies this value through visual interactivity.

2) Close tickets faster

While preventative measure can be taken to reduce the number of support queries, customers will inevitably get stuck, frustrated, and reach out for help at one point or another.

Luckily, Fernand's ticketing platform and elegant keyboard shortcuts allow support teams to triage and close tickets faster than traditional support platforms. This is done by specializing in SaaS-specific nuances, instead of building a platform for every type of company.

In the same way, Supademo is specialized for growing SaaS companies. With the power of Supademo, support teams on Fernand can answer and resolve tickets faster by simply recording an intuitive, click-through Supademo to answer common questions and queries.

This is in contrast to to the back-and-forth of scheduling and running screen sharing sessions - which can be frustrating for both the company and customer!

3) Simplify maintenance

One of the main challenges when it comes to creating an effective knowledge base is upkeep and maintenance. This is especially prevalent when you have a SaaS product that is constantly evolving with new features and design. This ultimately leads to stale support docs that are constantly out of date and more confusing than having nothing in the first place.

Luckily, Supademo cuts down the time to needed to update support docs by 90% when compared to text, screenshots, or video.

Embed a Supademo within Fernand and simply swap out slides, update screens, add steps, or change text in just a few seconds. These changes are propagated down to every associated Fernand page and embed - helping support teams save time and effort.

4) Measure Effectiveness

Support docs are seen as a universal requirement for all SaaS companies. But how many companies track or measure the effectiveness of their support documentation?

The short answer? They don't. Or more accurately, they haven't been able to.

Luckily by embedding Supademo in modern SaaS support docs like Fernand, support teams can quickly see which guides been viewed, engaged with, or acted upon - along with dropoff rates on a step-by-step, slide-specific basis.

This allows support teams to detect where their customers are getting stuck, iterate on their product guides, and deliver a world-class support experience.

Conclusion

Forward-thinking SaaS companies are increasingly looking for elegant, simple platforms that elevate and streamline their customer support experience.

Luckily, new-age platforms like Supademo and Fernand specialize in serving this growing segment of SaaS companies, helping them reducing support requests, close queries faster, and simplify the creation and maintenance of their support docs.

Frequently Asked Questions about simple and elegant saas support with fernand and supademo

Commonly asked questions about this topic.

What are simple and elegant saas support and elegant saas support challenges?

The most common challenges are stakeholder alignment, tool fragmentation, and inconsistent execution across teams. Address alignment by documenting shared goals and success metrics. Reduce tool fragmentation by standardizing on platforms that integrate well together. Improve execution consistency through clear playbooks, templates, and regular calibration sessions. Top-performing demos typically have 10-12 steps with 15-18 word hotspots and achieve 80%+ completion rates.

What's the best way to train a team on simple and elegant saas support?

Blend self-paced learning with hands-on practice — lecture-style training has low retention for practical skills. Interactive walkthroughs let team members learn by doing at their own pace, and they can revisit specific steps later as a reference. Follow up with regular coaching sessions and a shared knowledge base for ongoing support. VRIFY saved over $100k by switching to interactive demos for enablement. The average time from recording to publishing a Supademo is just 3.5 minutes.

How do simple and elegant saas support support success?

Define 3-5 key metrics that directly tie to business outcomes — avoid vanity metrics that look good but don't drive decisions. Common approaches include time-to-value, adoption rates, cost savings, error reduction, and stakeholder satisfaction scores. Review metrics monthly and use trend data rather than individual data points to evaluate progress. 45% of teams adopted interactive demos specifically to solve onboarding friction.

How do simple and elegant saas support work?

Begin with an audit of your current state — identify gaps, redundancies, and quick wins. Select one or two focus areas rather than trying to improve everything simultaneously. Assign clear ownership for each initiative and set 90-day milestones to maintain accountability without over-planning. Supademo integrates with 30+ tools including HubSpot, Salesforce, Slack, and more. Supademo supports AI voiceover in 15+ languages for global teams.

Who should invest in simple and elegant saas support?

Teams dealing with scale, complexity, or cross-functional coordination tend to see the biggest returns from simple and elegant SaaS support with fernand. SaaS companies, enterprises with distributed teams, and fast-growing organizations often have the most urgent need. The benefits compound over time — early investment in the right approach pays dividends as you scale. Easy Software closed $100k+ in contracts using interactive demos in their sales process. Supademo integrates with 30+ tools including HubSpot, Salesforce, Slack, and more.

What metrics matter most for simple and elegant saas support?

Focus on leading indicators (predictive metrics) rather than only lagging indicators (results after the fact). For simple and elegant SaaS support with fernand, useful KPIs often include adoption rate, time-to-completion, quality scores, and cost-per-outcome. Limit your dashboard to 5-7 KPIs — tracking too many dilutes focus and makes it harder to identify what's actually driving results. Supademo is rated #1 for easiest setup and fastest implementation on G2. Supademo is rated #1 for easiest setup and fastest implementation on G2. Supademo holds a 4.7/5 rating on G2 based on verified user reviews.

How is AI changing simple and elegant saas support?

AI is automating routine decisions, surfacing insights from large datasets, and enabling personalization that wasn't feasible manually. For simple and elegant SaaS support with fernand, this means faster iteration cycles, better targeting, and reduced manual overhead. The key is applying AI to well-defined problems with clear success criteria — vague 'add AI' initiatives rarely deliver measurable value. Processmaker saved hundreds of hours by replacing manual demo processes with interactive walkthroughs. Processmaker saved hundreds of hours by replacing manual demo processes with interactive walkthroughs. Supademo is rated #1 for easiest setup and fastest implementation on G2.

Joseph Lee

Co-founder & CEO

Joseph is the CEO and co-founder of Supademo, building AI-driven interactive demo tooling used by 100,000+ founders, marketers, and operators to accelerate product understanding and sales. He’s a two-time startup founder passionate about zero-to-one product building and remote-first company culture.