The vital ingredient to running a successful SaaS business lies in recruiting an excellent customer support department. It’s all about ensuring that the customers receive the appropriate assistance at the right time with no delays.
Efficient customer support implies an alleviation in customer churn. Regardless of how exceptional a product is, if customer service is inferior, the business is doomed to fail.
In a study conducted by Slideshare, 67% of consumers mentioned poor customer experience as a primary cause for canceling their subscriptions.
Best Practices for SaaS Customer Support
Without a doubt, exceptional customer service support provides you with a significant edge over competitors relative to pricing. Customers will pay about 25% higher to enjoy a better customer experience.
Here are some of the best SaaS customer support practices that can help ensure the loyalty of existing clients and allure a larger crowd towards your brand –
1. Easy to Find Support Widget
Some customers might find your software UI complex, face issues with the functionality, or might have found a bug. Do not aggravate their troubles by having a hard-to-find support link or widget.
The support widget must be easily accessible from any part of our website. If you require actionable customer feedback that enables you to rectify and grow, you must make this a priority.
2. Swift Resolutions With Live Chat
In the modern hyper-competitive atmosphere, customers possess high expectations for service and problem resolution. Even though email and phone support have grown into becoming the default for most SaaS firms, they are not the ideal means to resolve issues.
It is imperative to provide your clients with access to innovative live chat systems. This way, customers can have their queries resolved in real-time and receive on-demand support. For their purchasing decisions, it could yield a significant difference.
With live chat, customers do not have to pause their mundane while waiting for their problems to get resolved, which sets it apart from alternative channels. This feature gives your customers freedom by employing a live chat system.
3. FAQs for Self-Service Loving Customers
Over 67% of users choose self-service support over talking to a company representative. This gesture saves people from having to converse with a representative and dictating them their issue. It also ensures swift resolution if customers find the answers to their queries in the FAQ section.
As per a study by Zendesk, a staggering 91% of customers reported they would use a self-service knowledge base if it complied with their needs.
Therefore, you must create in-depth content that caters to typical customer queries. You can leverage a platform like Google Analytics to estimate the keywords customers type to discover answers.
4. Understand the Need for Support
It is imperative that you understand why your clients need support and thus devise ways to fix it. Three categories of request typically come up –
- Confusing or buried features
- Missing features
No software is without bugs. If you regularly update your features, it is only a matter of time when new issues and bugs surface.
Therefore, it is imperative to keep testing features regularly to identify bugs before deploying your software to your customers.
Customers can help you add more to your platform as-well by suggesting features to boost productivity. If the same suggestions keep surfacing, consider including them.
5. Classify Customer Complaints
Deploy customer support best practices to spot and classify customer support issues. You can then assign them subsequently to the appropriate department.
However, you must note that customer requests never end at the customer support department. The entire organization must pull together and assume responsibility as it arises.
Companies, therefore, need to classify support tickets and delegate them to the appropriate department for swift and hassle-free resolution.
If you manually filter each customer request and assign it to the appropriate department, you are not harnessing the potential of automation, which can help you save time and resources.
Use a shared inbox to automate the classification of a request and auto-delegate a category to each request.
6. All Support Requests Must Reach One Place
Providing the best customer service implies engaging your audience in several ways using different mediums. Customers wish to interact with your brand everywhere, be it Facebook, Email, Twitter, Live chat, or any other platform.
This scenario doesn’t just benefit the customers but can help your business track how issues have gotten resolved. To streamline this task, implement automation software that lets you integrate support platforms and centralize messages.
7. Provide In-App and Website Support
An app is a marvelous tool to provide support because people devote time there. Customer support is no longer tied to a desk but only to the customer.
Consider making things simpler for everyone by dedicating your resources to where people spend most of their time.
Ensure that mobile app support has a dedicated team in place to ensure a streamlined work environment. This scenario will facilitate a swift resolution of customer issues and minimize app bugs or software lag issues.
8. Employ Competent Support Staff
Without a competent team of customer support, your SaaS Company can face several challenges. Not only will you lose your loyal customers, but this situation will also repel potential clients.
Be mindful that despite having an exceptional SaaS application, unsatisfactory customer service can tarnish your public reputation.
Your customer service support staff must be brimming with enthusiasm and possess a sharp eye for sales. Above all, they must also retain adequate technical skills.
It is worth dedicating your resources to training your customer service team efficiently. Creating a continuous learning culture can significantly boost customer interaction with your company.
9. Build Lasting Relationships With Clients
Customer success ensures that customers stay engaged with your SaaS product and keep receiving quality benefits from it. The customer support team is solely responsible for developing customer relationships.
To help ensure this, it is imperative that you deliver tailored support. Pick a channel preferred by your clients. This gesture helps enforce personalized communication.
Consider using knowledge base solution that facilitates the identification, creation, distribution, and categorization of your business’ knowledge pool. KB software provides your company with a unified pool of information for seamless accessibility.
Customer satisfaction must be a priority because only satisfied customers will stick with your brand. Loyal customers might even send a few more to your brand on word of mouth.
On the flip side, unsatisfied customers will not hesitate to give up on your company. Adhere to the best practices mentioned above and keep your customers satisfied by creating an interactive customer service experience.