SaaS companies are faced with challenges - and it is a challenge that is not faced by many other types of businesses today.
For some traditional businesses, you sell customer products, customers buy it, the product does not change, and finally, it works.
However, in SaaS, customers often pay repeatedly for products - maybe every month based on subscription - and use the product every day. Meanwhile, the product changes a little and grows.
Customers send you an email every time they are not sure about what to do or how to do it.
The nature of software that cannot be predicted means every now and then there may be a little Snag for a moment that can cause recurring customer conversations.
The SaaS company must be in the customer support business every day - but it should not be a challenge.
Customer support presents opportunities: opportunities to build relationships, improve your products, and produce more money month for a month.
In this article, we will explore customer support, why is this important, especially in the SaaS business, and how to apply it in a holistic and successful way.
What is customer support?
This might sound like a very simple question and you know the answer. However, many companies still fail to provide effective customer support, so we will start here by describing the basics.
In essence, only that is there for it.
But how do we do it define how well the help is or can. You must be able to provide the right assistance at the right time. For complex products, you need people who know the products inside and outside. For complex problems, you need people who have the ability to investigate and technical to identify the root causes and correct problems for customers.
More than that, you need to have customer support settings that really care about fighting for customers; Corporate culture that cares about every interaction.
Customer support roles and structures
The typical customer support structure will utilize tiered system specialization systems.
Most of the support tickets that come to the team will be a very simple request or question. This can be a question about features, bills, or just general confusion. The intuitive design of your platform along with very good onboarding can reduce this problem, but they can't go completely.
For problems like this, you might have a special team of respondents first: level one support.
This level supports filter reps reps and completes the ticket that they can complete. But sometimes the problem is a problem that they cannot improve.
At this point, level one support rep can provide responsibility to a special role. This role can be considered level two, but may have further specialization elements depending on your company and its size.
The main second example may be customer support engineers. These people solve technical problems for customers and investigate why something doesn't work or maybe wrong.
Customer support engineers act as a detective, discuss this issue in depth and the possibility of asking customers for technical information - maybe make video calls and share screens so that the engineer can peek into the way the client's browser works to identify problems.
Customer support engineers can then fix problems for customers or report directly to the development team for them to understand and deal with this problem.
Another form of level two support in practice can be a sales team. Maybe customers have cases of use for which premium features are useful. Sales can explain the calls of how customers can find solutions, while also presenting them with the benefits of premium plans as a form of excess.
