Nikola Milekić

Customer Support Representative @ Taplio & Tweet Hunter | IT Engineer & Entrepreneur

Proactive and detail-oriented Customer Support Specialist with over 3 years of experience in SaaS support, IT systems administration, and process optimization. Skilled in building scalable help centers, designing efficient workflows, and leading cross-functional collaboration. Fluent in tools like Intercom, Zendesk, and Notion. Committed to delivering exceptional user experiences and continuous service improvement.

🔹 Specialties: Customer Success | SaaS Customer Support | Zendesk & Intercom | IT Infrastructure Support | Knowledge Base Management | Ticketing System Optimization | POS and Payment Systems | SaaS Testing & QA | IT Service Management (ITSM)

Always open to connecting with fellow professionals in Customer Success, Tech Support, and SaaS Operations. Let’s collaborate and grow together!

📩 Contact: milekic.nikola24@gmail.com

Customer Support Representative

Everyone loves a good automation story—until they actually need help.

You know the drill. You try to get support from a SaaS tool, but hit a wall of bots, auto-replies, and help center articles. No obvious way to talk to a real person.

Frustrating, right?

Way too many SaaS startups hide their human support too quickly behind automation. 
They think it’s efficient, or that it will scale better. 
But customers remember how support makes them feel. 
If getting help takes more energy than your tool saves them, they won’t stick around.

I get it—automation is tempting. It looks like a shortcut. But it’s not a substitute for real conversations when people need them.

The fastest way to lose trust? 
Make your users hunt for someone who understands their problem.

Here’s the fix: 
Use automation to handle the basics, but make it super clear how to reach a human when things get tough. 
A visible “Contact Support” button beats a maze of AI chat any day.

The best SaaS teams I’ve seen put real people up front, then automate around them. 
That’s how you scale quality, not just volume.

If your users feel like they’re running in circles with your bot, it’s time to rethink the flow.

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Talks about #motivation, #socialmedia, #productivity, #entrepreneurship, and #personalbranding

Customer Support Team Lead @ Taplio & Tweet Hunter | IT Engineer & Entrepreneur

Ever notice those huge comment essays under LinkedIn posts?

If you're writing them, you're not building trust or authority. 
You're just showing people how much you want attention.

In a support ticket, nobody wants a wall of text. Same goes here.

People aren't scrolling the comments looking for someone's life story. 
They want something quick—a spark, an honest take, a reason to check your profile.

Long comments say, "Look at me, I have a point to prove." 
Short comments say, "I've done this. Here's my angle."

Guess which one gets more clicks.

If you want people to actually notice you, keep it simple.

Bad example:
"This reminds me of the time my team adopted a new support platform across four regions and I learned a lot about cross-functional communication that I'd love to share..."

Good example:
"Did this last year. Learned the hard way. Would do it differently now."

Short. Real. Relatable.

LinkedIn isn't your help center. 
Nobody comes here to read a manual.

If you want to tell a whole story, write a post.

But if you want engagement, treat comments like a conversation—keep it quick, keep it honest, and get back to work.

That's how you stand out.

Most SaaS professionals post to stay visible, but end up blending in.

Here’s how to stand out:

- Share real challenges, not just wins
- Talk about mistakes and lessons learned
- Show what your day actually looks like
- Be honest, not just positive
- Ask real questions

People remember what’s real, not what’s perfect.

Skip the highlight reel and show what’s really happening.

Support teams know a secret about Black Friday:
it’s not the promos that create chaos.
It’s unclear communication.
So here’s what we’re not doing today on Taplio:
No vague messaging that makes customers guess
No over-promising 
No making people wait for basic answers
No “template replies” that feel like bots
Our approach this year:
Clear instructions
Fast human responses
Transparent expectations
Helping people pick the right plan, not the most expensive one
Black Friday brings a lot of questions.
Our job is to make sure none of them feel like friction.

Većina timova misli da je ključ dobre SaaS podrške u broju agenata.

Nije.

Ako help centar nije jasan i ažuriran, ni deset novih ljudi ne rešava problem.

Korisnici prvo traže odgovor sami. Ako ga ne nađu, gube vreme, a support se zatrpava istim pitanjima.

Proces je jednostavan:
- Svaki novi feature = novi članak
- Pitanja koja se stalno ponavljaju idu direktno u help centar

Kada help centar diše sa proizvodom, manje je frustracije, a tim radi pametnije.

Probaj prvo da središ help centar, pa pogledaj koliko će stvarno trebati novih ljudi.

taplio

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