The SaaS Support Model
The lifeblood of a SaaS business is its customers. SaaS stands for Software as a Service. It’s a business model where software is hosted in the cloud and licensed on a subscription basis. Not only do they provide the revenue to keep the lights on and the coffee flowing, but they also provide the feedback that helps the company grow and improve. SaaS companies depend on their customers for success. To grow, they need to provide a top-notch customer experience to all types of customers. How do you do that? That’s why we have worked hard to compile this free guide. It’s designed to give you an unbiased view of the SaaS support landscape. You’ll learn why customer support is the lifeblood of your company, and what you can do to maintain customer satisfaction and improve customer retention.
What is SaaS?
Software as a Service is a business model that involves the service of software. SaaS enables you to share the value of service with your customers by allowing them to access your platform from any connected device. When the customer pays, they get a single license to access the application. No need for a host; that value is stored in your cloud. Here’s a real-world example. If you run a website for a local flower delivery company, your customers would like to access the website from anywhere in the world. This lets them order flowers while they are on a trip and receive them in the days following. That’s great for them and also for you.
Cloud computing is more of a trend than new technology, but it has been adopted by many businesses in many different fields. According to a 2017 study by SaaStr, over 80% of enterprises use SaaS. SaaS is a system for distributing software as a service. This is one of the key characteristics that define a SaaS business. SaaS Business Model It’s important to understand the business model of SaaS, before discussing your service. The SaaS model operates on a pay-per-use model. Users pay for SaaS products on a subscription basis. A subscription usually comprises the monthly fee charged by the vendor, as well as the upgrade fees for more functionality and additional tools.
Whether you’re familiar with the term or not, if you’re a software provider, you’ve probably noticed a trend: software is moving to the cloud. In the old days, companies either had big companies maintain their systems internally or they bought in-house. Then, big companies started going to the cloud, but they still maintained control. SaaS is the latest twist on the cloud theme.
SaaS takes the best parts of in-house and the best parts of the cloud and combines them in a customer support model. Now, software companies can provide high-quality customer support without the high overhead. No need for an army of agents or even fancy software. Just a single, stand-alone, integrated cloud platform can solve the needs of many customers in one place.
SaaS is a service model in which software is rented or sold as a subscription to individuals and businesses. Customers typically pay either a monthly fee or a one-time fee for a software license or software as a service (SaaS) product that includes functionality, including desktop and mobile apps, a platform, e-mail, or collaboration software. The apps may be hosted in the cloud, a local environment on a customer’s PC, or in a virtual environment like VMware vSphere.
Companies commonly use SaaS services to:
Sponsor and manage online support teams.
To provide a variety of reporting tools, administrative features, and customized support.
To share data with users.
Why SaaS support is critical?
With all the options available to a SaaS business, customers are spoiled for choice. And, with the sheer number of great SaaS products on the market, the competition is fierce. A poor customer experience can sink a business fast, especially when there are hundreds of thousands or millions of customers to service. The only way to ensure a customer’s satisfaction is to provide them with an amazing customer experience.
Ask anyone who’s tried to run a SaaS business what they look for in a software provider, and they’ll tell you it’s three things:
I’d add an “easy-to-use” for a third of the equation.
To me, that’s the easiest aspect of running any business: Customer Support. It’s when your customers are talking about your product online and nobody’s calling you up about some stupid error message. The idea of an easy-to-use SaaS platform is somewhat questionable.
There are some great SaaS products out there, but not every product is an “easy-to-use” platform. Some are quite difficult to set up and configure. However, if you build a great SaaS platform, your support will make it one of the first things people choose to use. Customers move in and out of SaaS businesses frequently.
Before, during, and after a purchase, your customers’ support issues change. The solution and product features change, the amount of access you provide changes, and the transaction parameters change. A new, shiny feature is cool, but a service outage or network issue is not. And guess what? Your customers will notice.
Customers that recognize the problems they had with your product, or that provided their valuable feedback, are not likely to leave. You’re also likely to have new customers who come in and are happy with the quality of your customer support.
Consider customer support as a competitive advantage:
Consider customer support, not just as the minimum compliance requirement for your business, but as a competitive advantage. The number of subscribers in the SaaS sector is growing. According to figures released in the second quarter of 2016, SaaS revenues have grown by an impressive 36% over the past year.
As a result, they now make up a whopping 20% of global IT services revenue, and now cost almost as much as infrastructure services. While we all know that in a world where everyone has a smartphone and the world’s population is projected to reach 8.4 billion in 2050, the software is essential for a small business.
As online businesses mature and increase their reliance on software, the customers demand better support. They demand better service, quicker response times, and the opportunity to talk directly to a person to solve problems. Despite all the hype surrounding enterprise software, it’s quite easy to run a SaaS business.
However, when it comes to customer success, there are tons of nuances that can help you grow by leaps and bounds. If your customer’s experience with your software isn’t that good, you risk losing a valuable customer, or even potentially losing their business. The number one reason businesses opt for a SaaS solution is to drive efficiencies.
You can customize the interface to meet the unique needs of your customers. For example, one brand uses an application to track employee time spent on travel. Another uses it to create custom dashboards. That one application may be used by a team of individuals while the other helps track a fleet of vehicles.
How would you handle this in a traditional enterprise? Likely, you would have separate tools for each task. That’s how they get done. With the SaaS option, the business has all the tools in one place to track and optimize its efficiency. It has its best employees doing the work and customers benefiting from that.
Strategies to maximize customer success.
What Is Customer Success? Customer success is the strategic implementation of a set of customer satisfaction strategies that help to optimize customer satisfaction and/or retention. Here are a few examples: Optimize customer management. Implement CRM for sales and marketing to track every customer interaction.
Engage customers via email and phone to address customer issues and answer their questions. Refine product offerings based on customer feedback. Optimize Customer Support. Ensure that the customer support team has an easy-to-use, high-quality platform.
Design a process for resolving customer issues in the most efficient way possible. Keep in touch with the customers to ensure that they’re satisfied with their experience. Optimize Customer Satisfaction. Strategies to help your SaaS customer grow faster. Techniques to improve your customer’s satisfaction.
Step #1: Create a product strategy.
Your mission as a SaaS company is to help your customers reach their desired outcomes. Whether they are buyers of the product or prospects for a sale, every company needs to have a go-to-market strategy in place. Your strategy should be based on understanding what customers want and how best to meet their needs.
Create an outcome for the product and then brainstorm the best ways to reach that end goal. The best way to do this is to listen to what your customers say, both online and offline. Some ways to do this are to set up surveys, focus groups, or online communities. Establish a call center, too.
Step #2: Take advantage of enterprise features.
SaaS customers have access to enterprise-level features. This includes features like integration with CRM software, security features, and unlimited feature usage. The choice of SaaS makes enterprises more accessible to their customers. Using enterprise features allows users to be productive across a range of devices, so it’s a win-win all around.
96% of Fortune 500 companies now offer hosted software on-premises. Why? They want to provide their customers with the functionality they need without having to purchase and maintain on-premises hardware. The main benefit of on-premises deployment is that it requires customers to get out of the office.
If you want to have a thriving SaaS business, you need to do more than just offer a great product to your customers. You need to build a customer success team and a dedicated customer success manager. Here are some specific strategies that can help:
Build out a customer success manager’s office.
As your customer base grows, you’ll need a customer success manager and a dedicated customer success manager’s office. This office isn’t just a place where you take customer calls. It’s also the center of operations for all customer support, product management, and marketing support.
As your customer base grows, you’ll need a customer success manager and a dedicated customer success manager’s office. This office isn’t just a place where you take customer calls. It’s also the center of operations. Remember, SaaS companies have a finite amount of resources, and they need to prioritize customer success to improve and grow.
This article is designed to be used as a checklist to help SaaS companies optimize customer success. The primary objective of this article is to help SaaS companies decide what they’re currently doing to achieve success.
Tip: Understand Your Minimum Requirement
When it comes to customer success, companies must establish a Minimum Requirement (MR) for service levels. A customer success manager should always make sure there is an established, realistic, and sustainable way to respond to customers’ needs. When your company plans service levels, create a Minimum Requirement.
Setting up your support team.
It’s easy to get frustrated when trying to solve an issue with a product. It may seem like no one is doing anything, or it may seem like you have to yell into the void for hours before someone finally responds. Most people don’t need to scream into the abyss, but they do need to have someone to talk to.
So how do you set up your support team? This is a complex topic, but if you put a lot of thought into it, you’ll end up with a support team that will be able to help customers. Here are some things you need to consider: 1. Does your team have a customer service component? Companies often have customer support teams, but they typically do not have a customer service component.
For most startups, there is very little money to spend on customer service. My agency partners are tasked with contacting you directly. So, even if your business model is such that it can afford customer service, you’re going to have to charge a pretty penny to keep it running. As a bonus, this means that the culture of your company is intimately tied to customer service. The more you invest in customer service, the more your customers will want to spend money with you. This is a fine balance. As an entrepreneur, you’re always working to lower your expenses as you grow your business, but there’s still a gap between your business and your customer base. So, don’t underestimate the importance of customer support. You’re going to need it.
As the owner of a SaaS business, you may want to leave support to the experts, but when you own a platform business, you’re the experts. You don’t necessarily need to be the person who answers every support call, but you do need to be involved in the conversations. That said, if you do choose to take on the responsibility of support, then make sure you have a dedicated person who is doing the job. There is no point in having more than one person who’s doing this, and the chances are, you’ll just waste time arguing about solutions to a problem that could have been solved by an automated chat.
When choosing your team member, there are several questions to ask. For example, do they use code review for the most part, or do they prefer to fix problems themselves?
First and foremost, it’s important to understand how to set up your support team. Consider that every day, your team members are responsible for keeping customers happy. They must have the tools they need to accomplish that, as well as the processes to make sure they’re successful.
Different types of support channels:
There’s a need for a variety of different types of support channels, for different customer support needs. The most important is video. Not only does it create an experience that rivals that of in-person help desks, but customers also tell us that they appreciate the immediacy and flexibility. Here are some others:
Sales and marketing email
Most SaaS companies provide customer support over chat, email, or phone, depending on the product and the customer’s preference. Your service team should be able to respond to all of these efficiently. The difference is how you respond to each of them.
Inbound versus outbound support.
Inbound support is designed to solve problems as they arise. If your customer receives a notification of an issue, the first response should be an inbound one. For example, if your customer goes to log in and finds they can’t because the server is down, and an outbound customer support agent will not automatically know that. The agent should offer to contact the service team to fix the problem, not get the customer on the phone.
Support and development need to work together seamlessly to make this support business model work. It takes a special blend of skill sets and a willingness to learn and grow.
Think about the type of support you need:
When you’re setting up your support team, first think about the type of support you need. There are a lot of options: system administration, IT support, and more. Each of these fields has its own sets of skills, qualifications, and costs.
When you start designing your team, make sure your development team is small enough to take on some project management tasks and large enough to give your development team a direction and set the direction of the team. Make sure your support team is also large enough to absorb occasional weekend, weekday, or overnight queries and have systems in place to handle emergency queries.
All businesses need help from time to time. That’s why you need a dedicated support team. There are several options when it comes to selecting a support team. You could simply use an outsourced vendor, but outsourcing isn’t as easy as it sounds. Unless you have the infrastructure, you need to fill your team with your employees.
An outsourced vendor can service your customers, but it won’t be able to be there when they need support. When that happens, you’ll need to revert to your internal team. But there’s another option: you could build your team. But that means you’ll have to invest time and money to recruit and train your team.
Handling tickets in SaaS.
Because SaaS companies often have a lot of transactions on their website, that means lots of tickets. This is why some people believe that you have to be a professional support agent to run a SaaS company. Unfortunately, that’s not true. It’s actually quite easy to be a successful SaaS support agent and to exceed your customer’s expectations.
Ticketing and SaaS:
Simply put, ticketing is the log of customers who contact your company with an issue or question. For instance, a customer can call your company to complain about your service. They can also write a review about your service. Both of these types of customers use your company’s services for different purposes.
An unhappy customer could make a noise complaint, for example, Before I delve into tips and best practices, let’s review what you should expect when you hit the support realm. When a customer signs up for your service, you’ll assign them an account, which can take some time depending on the complexity of the plan they selected.
Once the account is established, they’ll get a ticket assigned to their account. In most cases, that’s all that’s necessary for the customer to go on their merry way with their problem. However, if you have a free trial, you’ll likely have a form that needs to be filled out before you can issue a refund.
When you have your final signup numbers, it may be beneficial to give everyone the option of activating a free trial to allow for a little more user testing to determine what plan works best for their needs.
Types of tickets:
First things first, let’s talk about ticketing. There are two main types of tickets a business can handle:
In SaaS, most customers are utilizing the software to build a website and/or an application. Some applications are hosted internally in the data center while others are hosted on a public cloud. Regardless, the goal of the ticket is to get the customer to their final solution.
You’ll notice that ticketing is not always straightforward. Specific styles are depending on what’s being dealt with. The great news is that the ticketing process itself is often something most developers can do. My company builds and delivers pre-built solutions to SaaS companies. So we have a huge variety of ticketing features at our disposal.
But first, you need to know a few things: First, SaaS support agents are sales reps, and they have a few core responsibilities:
Build relationships with customers:
Build strong rapport with your customers The best way to build relationships is through emails. Try to respond to every email as soon as possible. Offer practical help and not just be a sales rep. Take ownership of the issue and ask what else you can do for them.
One of the first questions you’ll probably be asked when launching a SaaS business is “How do I handle tickets in the customer relationship management (CRM) system?” Your answer to this question will set you apart from your competitors. It’s not enough to know that you should use ticketing systems, you need to know what your options are.
Two schools of thought on how to handle tickets in SaaS:
There are two schools of thought on how to handle tickets in SaaS. First, the traditional way: You call customer support, hand them a ticket, and hope they respond. The other way to handle tickets is to use integration and automation. Integration Let’s start with integration. The traditional way to do integration is to integrate with the business’ existing CRM platform.
Start by looking at the ticket base. Do you use the same process for every customer? Consider which ones you deal with the most. The ones you don’t talk to every day may not be a good fit for your culture. All software has its kinks, but SaaS tickets usually come up the most. What’s the one thing you can do today to improve your customer service? I bet it’s customer support.
Next, look at how you process customer tickets. Does it have some sort of “disaster recovery” in place? When does the ticket process have time to run through a series of scripts? Once this is handled, do the solutions have automated or manual fail-safes in place to ensure tickets go through quickly?
What’s your ticket retention rate like? Do your tickets come back in 30 minutes or an hour? How often do you receive it? The first step in a successful SaaS support solution is to make sure you have the right ticketing system in place.
If you’re not familiar with what the customer support portal of a SaaS is, it’s most likely the ticket system. You go to the support portal, look for the ticket you want to handle, and then click “Scan” on the top right. All tickets on the site have a unique number associated with them so there’s no need to have to manually enter tickets into the system each time you need to look for a particular ticket. For example, you have two different tickets open right now. One is with the inventory system and the other is with a website. The ordering system automatically scans all open tickets to pull up the ones matching your criteria. You can now go to the page that relates to the second ticket and click on it. It’s an awesome system, I can’t recommend it enough. You can find your
Handling email inquiries in SaaS:
Email is king, and in the SaaS business, email is king and queen. In addition to being a primary means of communication, email allows a company to gather and analyze customer interactions in real-time, which in turn helps create better, faster, and more customer-driven products.
Types of SaaS customers:
There are two main types of SaaS customers:
These are the first to sign up for your software. They aren’t necessarily used for company-wide deployments, but rather for one-off apps or small- to medium-sized deployments that are usually non-critical or non-critical to the business. (Other examples include those with a SaaS CRM and those who use the app as a standalone app.)
These customers are using your software for a long-term or ongoing engagement.
What you might not know is that customer support doesn’t end with your onboarding process. There’s a lot of important conversations to have with customers to educate and inform them about how the system works. This is called “upgrading” — from basic to advanced versions, adding or removing software, etc.
Having an appropriate response in place can make a huge difference. Some of my favorite responses are: “My email client doesn’t allow me to send emails. Do you offer an ‘open office’ version?” “Why is ‘emails in progress’ listed under ‘report emails’?” When I answer these questions, I see whether the customer has a problem, or whether they’re thinking about upgrading, or if they just want to know more about the product. That’s the important point of all customer support.
Foundation for customer success:
The foundation of customer success begins with providing great support in any of the following scenarios:
A support desk for non-technical users. Non-technical users are responsible for configuring SaaS apps or ensuring that the software they’re using is the most suitable solution for their needs. Technical users are responsible for ensuring that the company has the most up-to-date software available to them.
They are responsible for protecting the data that’s stored in the company’s systems and ensuring that the company is utilizing the most updated version of the software. Fully featured support for IT administrators. If you’re a technology manager or business manager, you’ll likely be responsible for managing and configuring your own SaaS apps.
A single niche can quickly grow into a business:
Just like any other business, a SaaS company has its niche. As I’ve learned over the years, a single niche can quickly grow into a business. That’s exactly what’s happening with Cloudability. In their simplest form, they’re a SaaS company that helps its customers. While Cloudability can provide many of the same services as a competition like Zendesk or Salesforce, it does so in a way that’s easy to use. When you need a level of service, a company like Cloudability is a must.
Customer Support is key to growing a SaaS business. As a company, your support team can be the difference between long-term success and stagnation. If you don’t have a plan to grow your customer support department, you could be limiting the success of your business for years to come.
SaaS support is a customer service department’s lifeblood. How much information do SaaS companies share with customers about what’s happening? They may make assumptions about what needs to be done. When dealing with emails, you need to be firm but kind. Your goal is to keep customers informed. By communicating with your customers as early as possible and often, your company will learn more about them than you expected. That knowledge will help you better serve them in the future.
Real-time chat in SaaS:
Real-time chat is a powerful tool for SaaS support. By incorporating chat into the customer journey, you’ll connect with customers as quickly as possible. They’ll feel as though they’re speaking directly to a person.
How to provide technical support in SaaS:
The traditional way to provide support is usually by way of phone calls. Your technical support team sets up meetings with customers in their time zones to get in touch via telephone. Customers are happy, and you enjoy high rates of customer retention. SaaS isn’t just about “I’m calling you about your software problem.”
It’s a software as a service business. Your customers are your business partners. They help you. You’re always learning. They are your users. They’re the company’s greatest assets. For tech support in SaaS, you need a more collaborative model that works for your business, your customers, and your company.
You can’t talk about SaaS without mentioning the vast majority of software supporting it. The software might be hosted on the cloud, but the technical support is still on-premises. A customer or client can purchase an on-premises solution with some degree of customization, such as a custom license or a managed service level agreement (SLA).
But with SaaS, there’s no longer a need for an on-premises tool and when a customer migrates to a hosted solution, the support ends there. SaaS solutions in fact, generally go down the path of least resistance. They are automatically backed up, tracked, and tested for quality. That means customers need only deploy new versions of your software, update them, and move on.
Technical support is a hot topic in SaaS circles. Just like the SaaS industry as a whole, most SaaS providers leave a lot of aspects of customer support and functionality up to the customer. If customers don’t want to interact with customer support, they don’t have to. However, many of the common customer support tickets are emails or tweets sent by the company to address support needs. The problem is, this leaves a lot of tech support hours to be wasted chasing down support tickets that have been automated.
To complicate matters further, most customers simply use Facebook or Twitter to ask questions. Since these sites are free and much easier to use, users tend to turn to them when they have problems. There is a better way! You can engage your customers in real-time.
It’s probably not the easiest question to answer, but it’s worth the time to do some research on it. Customer success in SaaS is based around the mindset of empowering, and one of the ways to empower your customers is by providing them with what they need.
Before we get into the types of support your customers are looking for, we need to first discuss how the support system works. In SaaS, the support system is a combination of on-premise support, off-premise support, and a mixture of internal support and third-party support.
All of these help customers with whatever technical problems they may be facing. However, they all help customers in different ways.
SaaS is available in many forms:
While you may not have heard the term, software as a service is available in many forms. Some SaaS products like Salesforce are sold as subscription services. Others, like Skype, are offered as a product on sale. Some are free-to-use, like Google Docs. Of course, there are also SaaS products that aren’t sold as subscription services.
SaaS companies still need to support those products. Whether you’re offering a traditional SaaS product like Salesforce or you’ve turned a traditional service like FreshBooks into a SaaS platform, you have to support your customers. Unfortunately, providing top-notch support for products that are sold on a subscription basis can be difficult.
The service has to be “sugar-coated.”:
There are two different ways that customers interact with a SaaS company. The first is by using a call center. This is a professional customer service department that takes and handles calls from customers. They call, walk them through various features, and provide help in general.
There is nothing more frustrating than trying to troubleshoot a problem and spending hours on the phone only to have to start over again. Customers aren’t paying for help, they’re paying for the product. So if they have a problem, they want it resolved, now.
If you don’t want to set up a call center, you can still provide technical support over the internet. This would be similar to online chat. The problem is that SaaS companies are missing out on an opportunity to connect with customers in an effortless
Phone support in SaaS:
Don’t believe me? Ask any SaaS customer what he or she likes most about a SaaS company. What gets them excited? What makes them come back? What keeps them happy? The answer is almost always the same: customer service. So much of your company’s success depends on your support team.
Your business’ customers are your people — they buy into your product and your brand. They stay committed to you because they believe in your service and vision. So, in a way, it’s easier to gain their trust because they already know and trust you. Once you build a great support team, that trust grows exponentially. Customers return for your service because they know it will help them solve a problem faster than any other company.
What’s in it for your company? In the early days of your SaaS company, the primary customer support method is on the phone. Customers sign up, access their service, and pay regularly. You need to be able to handle them. For your first few months of operation, you’ll need to deal with less complex issues.
A phone conversation should be reserved for easy questions. “I can’t connect my Dropbox account to my Outlook calendar. How do I fix that?” Instead, ask them to take a few minutes and upload some test files on a Dropbox site. You’ll find they’ll get it done much faster. Some basic questions for your support team include: Do you have a webinar program available? What are the primary goals of your client account? How can I adjust the service?
Phone support is an important part of your SaaS support strategy. SaaS support is often synonymous with phone support, but phone support is only one part of the support puzzle. Just because your team may be working remotely doesn’t mean you don’t need a phone line.
For example, many people use Slack for instant messaging and you can keep conversations going, or you can set up calls between multiple team members for specific activities. I have personally experienced when someone has a question in Slack and that question may be answered in a text conversation, but that’s not a good use of your customer’s time. Instead, you should be able to switch back and forth between the two, depending on which is more efficient.
Phone support is widely regarded as the most reliable way to communicate with a support agent. Some reports show as many as 97% of calls are answered with the same response, resulting in a 20% reduction in call-waiting time and a 50% reduction in call abandonment rates.
Here are some reasons why you should be offering phone support:
Strong call volume:
In addition to many organizations being dissatisfied with support websites, they’re also frustrated with their phone systems, according to a recent report by Gartner. The report surveyed more than 2,300 organizations worldwide and found that 61% of respondents are using phone support and 24% are using chat.
But wait! We’ve got lots of phone support in SaaS options. You can use a company like my company, Outreach, to handle phone support.
But at some companies, phone support isn’t part of a customer experience that’s aligned with the rest of the business, so let’s look at the best ways to improve phone support.
Tackling the prospect:
In a digital world, the prospect is often an individual who gets engaged by a screen. So before you talk to the prospect face-to-face, consider how you can better connect with the prospect. Most eCommerce businesses will tell you they will handle their prospecting through email. Some may turn to Facebook ads or Google Ads. Others may resort to cold calling.
But what about digital SaaS companies? In reality, those companies will be looking to convert an email.
Support for power users:
This one is one of my favorites because it’s incredibly easy to support power users. The reason is that they have the best knowledge about how to use your product. Because of this, they are often a reference point for a wide variety of users. So, how do you support them?
Well, for starters, you need to have a product that is actually designed for them. Your product has to be a product that they will actually want to use in the first place. As a small startup, you probably can’t afford to have a fancy UI or advanced features. So, you need to go back to the basics and focus on the nuts and bolts of what it takes to use your product in a usable way. You also need to communicate in a clear and concise manner.
Not all SaaS users are equally demanding:
Not all users are equally demanding, nor are all customers equally concerned about their companies’ success. When it comes to supporting a user base in a SaaS environment, the user with the biggest gun is your customer support representative. For power users, and thus the most demanding users, your support reps need to keep up to date with the latest and greatest, because they’re the ones who are continually upgrading.
Like the UFC, SaaS support also needs to have a license to kill. So don’t be afraid to treat your support reps with respect. They are armed with a secret weapon: They don’t have any reason not to keep the customer happy, because there is no risk for backlash if the customer gets angry. Plus, they can charge a premium for this loyalty. The user of the week.
SaaS providers are no longer content with simply maintaining customer service in the cloud. They are taking a page out of Google’s book and attempting to compete for the top tech-savvy power users. Many top tech companies have received their first and only customer when they received this kind of customer feedback.
Because of that, you can be sure your customers are going to become your first source of feedback and motivation to better improve your product. If you don’t already know how to contact your customers, you need to start now. Find out how to provide your subscribers with the exact information they want in a way that makes them want to engage.
Support for mobile users:
Due to how people use technology, even if you’re not a mobile-first company, you have to be willing to support devices and platforms other than the one-size-fits-all PC, laptop, and mobile. Pushing support out to every customer isn’t feasible or financially viable. However, it’s certainly possible to educate and nurture more frequent users to make them lifelong customers.
E-mail support and live chat are great ways to facilitate customer success. It is possible to provide a better service by being more proactive. Using social channels, tracking analytics, and ensuring all support actions have a positive impact are ways to improve customer success.
Many organizations manage customers in silos. This makes it difficult to provide an exceptional customer experience because it’s hard to coordinate services across multiple teams. The following best practices for customer success can help organizations manage their customers more effectively.
Shift to customer-centric service:
As a SaaS company owner, you probably see your customers as super users, but that’s not a fair or accurate characterization. Power users are those who have put in the time and effort to make the most of the tool or service that you provide. They’re the owners, managers, and executives of the business.
As such, they have more knowledge of the application and its intricacies than other users, and they often put additional work into keeping things running efficiently. Think of it this way: How many customers can you keep happy and up to date without spending significant time on the phone or dealing with a sysadmin now and then? The answer is few. Only the power users should be calling you for help.
SaaS will be an ongoing process with most likely some work to do. You will have to keep your customers happy and improve your processes continuously. You will find that customer success metrics won’t be as important as your company’s overall goal of achieving positive customer satisfaction scores. This way, you can dedicate yourself and your team to improving the overall customer experience.
To use the software successfully requires both the technology and the business. If a business can deliver a good product, the technology is a bonus. A good product will attract more customers, while the customer experience keeps them coming back. Customer experience is the most important thing a company can deliver.
It’s the number one thing that can influence and determine its success. A good customer experience can be one of the most effective promotional tools a company can use. SaaS companies deliver an incredible customer experience. Let’s go over how a SaaS company can ensure that customer service becomes a competitive advantage.
In my experience, there is no one-size-fits-all process for delivering excellent support. Each customer is different, with unique needs and expectations, and companies must adapt to them as necessary. But, with some planning, some intentional technology support, and the right teams, customer support can be a powerful engine for delivering sustainable growth and satisfaction to SaaS customers.
SaaS companies use three main methods for customer support:
Every business has a way of keeping customers happy. SaaS companies use three main methods for customer support. Some SaaS companies provide centralized contact and support from one place. That’s not necessarily the best option for SaaS companies because it’s difficult to tailor service and content to the unique needs of each customer. For example, SaaS companies with hundreds of customers may have different needs and requirements. So if the company makes contact with them and has a full idea of what their needs are, that’s fine.
The other option is a local customer support center. The benefit here is that SaaS companies can talk to the customer to get the information they need and understand how the customer interacts with their services. With this method, the customer receives satisfaction.
We’ve had our ups and downs. In the last decade or so, SaaS has seen incredible growth. That’s not to say, though, that it’s perfect. SaaS is no longer just a new industry, it’s now a lifestyle. It’s also becoming a large part of our daily lives, which means that if you’re serious about your business, you should be making serious investments in SaaS.
You know you’re successful when you’re growing. Not only can you scale as your business grows, but you can develop an even more impressive customer base.
Here are three top tips to help you get it done:
Don’t Forget to Treat Your Customers Like Kings and Queens. Provide A 5-Star Customer Experience. Expect a Higher Return on Your Investment Than From Other Sales Channels.
You’ve gone to great lengths to build a great customer experience, and they deserve the best. You should be focusing on the needs of your customers as they might be different than those you had a year ago, even in the same industry.
With all the tools at your disposal, you can easily analyze every single interaction that you have with a customer. By using this data, you can understand what drives them.
There are a lot of issues to consider when designing, building, and testing a customer service and support system for a SaaS business. It will require your team to break up its problem solving into bite-sized projects, including customer onboarding, service escalation, providing proactive issue resolution, alerting, notifications, reporting, and finding ways to improve customer retention.
Though you have learned about the detailed guide on SaaS support, you may still be thinking about the time and resources to let them figured out properly. That is where outsourcing your SaaS support comes in. This would result in having more time to focus on important business-related things.
But only if the outsourcing company has done it for a dozen of clients like yours and help them achieve wonders in their SaaS support and created the right model for them. HiredSupport is no doubt a good example. HiredSupport has helped SaaS startups and established businesses by running operations of their SaaS support successfully.
Your pocket remains at ease and you become satisfied as HiredSupport offers a 7 day Free Trial for their SaaS support. You just have to fill out a simple form and that’s it. HiredSupport‘s representative will contact you as soon as possible. Do not worry, if you are in hurry. You can also contact us via live chat.