Somebody runs a membership site with a few hundred members. She built it herself and she is the support team.
Most weeks she answers the same handful of messages. Somebody cannot log in. Somebody used a different email address. Somebody's welcome message went to a promotions folder. Somebody cannot see content they are entitled to. Somebody wants to know when their renewal is.
None of these need her specifically, and all of them arrive at her personal email address at nine in the evening.
Step 1: list the actual support messages
From the last three months. Five causes will account for the overwhelming majority, and the list takes twenty minutes to assemble.
Step 2: handle the email address mismatch first
The single largest cause. Members sign up with one address and try to log in with another, and the fix is to say so rather than to reset anything.
Step 3: make the password reset obvious and reliable
Findable, working, and with clear guidance about where the email will arrive, which resolves most of the remainder.
Step 4: address the welcome email problem at the point of joining
Tell people what it looks like, who it is from and where to look if it does not arrive, before it fails to arrive.
Step 5: explain the membership levels and what each unlocks
Since a member seeing locked content frequently has the wrong level rather than a technical problem.
Step 6: explain the renewal mechanics
When it happens, how they are charged, how to change or cancel, which removes a steady stream of enquiries.
Step 7: explain the device and browser issues
Cached logins, private browsing and old sessions, which cause a surprising share of cannot log in reports.
Step 8: separate the account problem from the content question
Different answers and different speeds, and combining them means everything moves at the pace of the slowest.
Step 9: decide what must reach the owner
Payment disputes, cancellations and anything involving somebody's money, which need a person and a decision.
Step 10: put the answers where a stuck member is
At the login screen and on the membership pages, rather than in a help section reached by somebody already locked out.
Step 11: check the plugin interactions
Membership plugins, caching and security plugins interact badly, which is the ground in page speed questions before adding anything.
Step 12: handle the multilingual members
Where the site serves several languages, which is the setup in multilingual wordpress sites and visitor questions.
Step 13: track what could not be resolved
Which identifies the genuine technical problems underneath the repetitive ones and is where the site itself should be fixed.
Step 14: handle the member who has genuinely lapsed
Somebody whose payment failed and who assumes they were locked out unfairly needs the position explained plainly and a route back. Handled badly this is the commonest way a membership site loses people who wanted to stay.
Step 15: answer the login problem at nine in the evening
An assistant that identifies an email address mismatch, walks somebody through a password reset, explains what a membership level unlocks and answers a renewal question means a few hundred members stop arriving in one person's personal inbox. Connect through integrations, and the membership sector approach sits in chatbots for membership and community sites and member renewal and benefits questions for associations. Start at try, see features, and the sector view sits under small business.