The Context
An AI Company. Human Support.
Landbot.io builds AI-powered chatbots that help businesses automate conversations and convert website visitors into customers. They are, by definition, in the business of replacing human interaction with intelligent automation.
And for 6.5 years, they outsourced their own customer support to CSS.
That is not a contradiction. It is the clearest possible proof that even the most sophisticated automation companies know when human expertise is non-negotiable. Landbot's customers were technical, their questions were complex, and their expectations were high. Cris Villar, Co-Founder and VP of Customer, knew that no chatbot was going to answer "why is my webhook not firing on a Wix-embedded bot for iPhone Xs users" at 11pm on a Saturday.
So they called CSS.
The Engagement
SLA Signed in 48 Hours. Agents in Training by Day Two.
The first email from Cris arrived on November 7, 2018. By November 9, the SLA and NDA were signed. By November 8, CSS agents were already in a Slack group with the Landbot team and going through their knowledge base, saved replies, pricing documentation, and product webinars.
The brief was clear: deploy one shared hybrid agent on an 8pm-4am CET shift, handle all Tier 1 inquiries through Intercom as if they were an in-house team member, and escalate anything beyond Tier 1 without letting first response times slip.
The initial volume was 1,000 to 1,200 conversations per month across three channels: live chat, email, and Facebook Messenger. The product was technical. The customers were builders, developers, and growth teams across 60% US and international markets. The bar was high from day one.
Channel Mix at Engagement Start
The Growth
1,200 to 3,500. Shared to Dedicated. CSS Scaled Every Step.
As Landbot grew, so did the operation. Volume nearly tripled over the course of the partnership, peaking at around 3,500 conversations per month. The engagement evolved from a single shared hybrid agent to a dedicated support operation running 7 days a week.
CSS handled the scaling without disruption. As coverage requirements increased, agents were added and trained on Landbot's ever-evolving product, pricing iterations, and growing documentation. The Intercom workflow was managed end-to-end, with CSS agents embedded as fully trusted members of Landbot's support infrastructure.
For over six years, Landbot never had to worry about coverage gaps, first response times, or Tier 1 escalation quality. That was CSS's problem to solve. And we did.
The End of the Partnership
Not Performance. Survival.
In early 2025, the global SaaS market tightened. Landbot, facing the same macroeconomic pressures as the rest of the tech sector, underwent a company-wide restructuring to become more cost-effective. They made the difficult decision to transition fully to AI and pause outsourced human support.
After 6.5 years, the partnership ended. It was not a drop in performance, but a financial reality of the market. CSS handled the offboarding with the exact same dedication and professionalism as day one, leaving the door open for the future.
A Heartfelt Thanks
"First off, let me say how much we appreciate the amazing job you have done for us. It has been a pleasure working together. Unfortunately, we need to discontinue our outsourced support arrangement due to critical budget constraints. This is not about performance; it is purely a financial reality right now... I'd love to keep the door open for future possibilities if circumstances change on our side."
Cris Villar
Final Email to CSS (April 2025)
"Hiring local Support agents in night shifts can be more than challenging. CSS makes it easy to find and train professional agents."
Cris Villar
Co-Founder & VP of Customer
Landbot.io, Barcelona