You have built a great product and threw it successfully. Your website is upstairs, and sales are starting to shoot. Have you forgotten something? Oh, shoot! Your customers have questions!
Even if your product is designed artistically, your customers will still have questions that must be answered. For SaaS companies, customer service is even more important because the business model requires customers to continue doing business with you for long periods of time.
However, most of the founders do not come from a customer service fund, and that can make the creation of a support strategy difficult. Where should you run your focus? Is not the customer service just a cost center? How should your team be structured first?
Have the safety of others, we have all the answers to start in this guide to deliver the first-class SaaS support.
Learn what is the modern customer's attention and discover 8 essential advice to offer great support.
Also read : saas operations team structure
Customer service 101
Customer service against customer success in SaaS Companies
With all the exaggeration around the customer's success, it could be tempting to spend all its energy in success and ignore customer service completely. What is the difference between them? Do you need both?
Customer service teams respond to customers who communicate with you with the questions. They often collect customer comments and work with other equipment, such as product and marketing, to help improve customer experience.
The successful teams of customers, as define Stefanie Gonzaga, "works proactively with customers to understand their business objectives and help them find success with the product, which increases the customer's life value."
Also read : saas operations team structure
With the SaaS companies, this is incredibly important: the growth of the company depends on keeping customers around. With the recurring income model, it has even been proven to increase its retention rate by 5% increases the profits between 25% and 95%.
However, neither customer service nor customer success only work:
Without building a dedicated support strategy that can answer customers' questions as they arise, their customers will be frustrated and left.
Without focusing on the success of the client, his company will probably fight to obtain enthusiastic advocates and growth will stagnate.
As you build your teams faced by customers, you will need customer service and customer's mentality.
Also read : saas operations team structure
But the first step to build a great brand is to create a strong and reactive support system. When customers need it, your team should be ready to respond. Only when you can solve problems reliably if you start building more proactive support systems.
Examples of SaaS companies with great customer support.
Companies that offer great support, not only benefit from happy customers, their focus on customer experience becomes a single point of sale. In fact, customers will pay up to 25% more to work with a company known for their great service.
Also read : saas operations team structure
The companies listed below have been known for their support and enjoy a large part of their success because of it.
Sapper
Zapier needs to support a wide range of users, from beginners, which are only attempting automation for the first time to power users who are running advanced scripts in many different integrations.
Why is your support so good? They offer a variety of ways for customers to obtain help, including community support. In addition, they are great advocates of all hand supports, which helps each employee feel connected with his clients.
Also read : saas operations team structure
Base camp
Basecamp helps your company work better together, so it is not surprising that your team provides great support by collaborating effectively.
Why is your support so good? They respond very fast, but they always make their clients feel as if they were taken care of. Get more information about how the BaseCamp support team is organized to provide consistently fast human support on your blog.
Ski slope.
Ski slope is a real estate broker software company that saw a high registered qualification of customer satisfaction of 97.5% in 2019.
Also read : saas operations team structure
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