You have built great products and managed to launch it. Your website goes up, and sales are starting to roll. Do you forget something? Oh bad luck! Your customers have questions!
Also Read : how to structure a saas support team
Even if your product is designed with currents, your customers will still have questions that need to be answered. For SaaS companies, customer support is even more important because business models require customers to continue to do business with a long time.
However, most of the founders do not come from the background of customer support, and it can make a hard support strategy setting. Where do you have to direct your focus? Isn't customer service only the cost center? How should your team be prepared from the start?
Rest assured, we have all the answers to start you in this guide to provide leading SaaS support.
Learn what is supported by modern customers and find 8 important tips for providing great support.
101 customer support.
Also Read : how to structure a saas support team
Customer support vs. Customer's success in the SaaS company
With all the hype around the customer's success, it might be tempted to spend all your energy on success and ignore fully customer support. What is the difference between them? Do you need both?
Customer support team reports customers who contact you with questions. They often collect feedback from customers and work with other teams, such as products and marketing, to help improve customer experience.
With the SaaS company, this is very important - the growth of the company depends on keeping customers around. With a recurring income model, even increasing your retention rate of 5% has been shown to increase profits between 25% and 95%.
However, both customer support and customer success work alone:
Also Read : how to structure a saas support team
Without building a special support strategy that can answer customer questions when they appear, your customers will be frustrated and leave.
Without focusing on customer success, your company is likely to struggle to get enthusiastic advocates and growth will stagnate.
When you build a team facing your customers, you will need customer support and customer's success mindset.
But the first step in building a great brand is to create a strong and reactive support system. When customers need you, your team must be ready to respond. Only when you can solve problems with reliably if you start building a more proactive support system.
Examples of SaaS companies with great customer support
Companies that provide great support not only benefit from happy customers - their focus on customer experience is a unique selling point. In fact, customers will pay up to 25% more to work with companies known as great services.
Also Read : how to structure a saas support team
The companies listed below have become famous for their support and enjoy their success because of that.
Zapier.
Zapier needs to support various users - from beginners who only try automation for the first time for users who run advanced scripts in various integration.
Why is their support so good? They offer various ways for customers to get help, including community support. Plus, they are big advocates of all hand support, which helps every employee feel connected to their customers.
Also Read : how to structure a saas support team
Shelter
Basecamp helps your company work better together, so it's not surprising that their team provides great support by collaborating effectively.
Why is their support so good? They reply very quickly, but they always make customers feel like they are being treated. Learn more about how the Basecamp support team organizes themselves to provide consistently fast support, human support on their blog.
Skyslope.
SKYSLOPE is a real estate brokerage software company that sees customer satisfaction ratings records of 97.5% in 2019.
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