SaaS Best Practices: Make Your SaaS Company Grow!

67% of users address poor customer experience as the prime reason for withdrawing their plan.

SaaS technology carries the potential of more agile performance and lower cost. Engage your present customers, generate new customers, and deliver a better experience with SaaS best practices. Let’s explore this concept in depth.

10 SaaS Best Practices in 2021

The knowledge base platform offers exceptional customer support and allows your customers to find answers quickly. So, ensure that you must follow these below-mentioned SaaS best practices that make your software applications user-friendly and attain customer success.

10 Best Practices in SaaS Company
  1. SaaS Applications should be Self-Service

    SaaS applications need to provide self-service. Customers should be able to use the application without any help from the support team. A customer shouldn’t need to raise support tickets for help, as it switches them off.

    The Cloud Tutorial is one such knowledge base platform that offers exceptional customer support and allows your customers to find answers quickly.   

    Make sure that you make the software applications user-friendly for your customers. The self-service ones will save time for your administration and support team too.

  2. Focus on Personalization

    SaaS products are all about imparting freedom. The freedom to let your customers personalize it as per their choices. To provide the best user experience, developers should give customers the freedom to personalize their SaaS applications. It’s about developing an app that works for them rather than the other way around.

  3. Integration is Essential

    Customers won’t be using only your application. Developers should make sure that the saas application gets easily integrated with other apps. Nowadays, the standard APIs make it possible to design it in a way that makes integration possible.

  4. Monitoring and Maintenance

    Usually, customers using software applications have access to an internal IT team for maintenance. SaaS applications should allow developers to monitor their performance, errors, and outages in regular intervals.

    For maximum output, below are the things to observe:

    • Provide dedicated resources to monitor SaaS applications at all times.
    • Use the downtimes to solve issues and get it back running as soon as possible.
    • Keep scanning for anything that may negatively affect the customer experience.
  5. Security and Compliance

    The responsibility for the security of your saas application and any hardware associated with it will be yours alone. If the app uses the same infrastructure for multiple tenants, ensure that the data gets segregated to maintain privacy. Not everyone should have access to the data, set permissions based on who needs it for their task. 

    You can segregate the data of your customers to maintain privacy with the help of CloudTutorial also lets you set permissions depending on the nature of the tasks.   

  6. Operational Performance

    SaaS companies should design the app in such a way that its performance is scalable. As it gains popularity, the application should be able to cater to tenants of every size. Your users will be from all over the world, so the app should also have excellent data querying abilities and rendering.     

  7. A Better Design

    Ensure that your saas application can distinguish between different tenants. What if you send the information to the wrong user? There needs to be a mechanism to avoid such situations. 

  8. Compatibility with Every Devices

    Versatility is one of the essential features of saas applications. Your app should be accessible to all types of devices, whether it is desktop, laptop, tablet, or smartphone. Focus on good service, regardless of whatever devices users use. CloudTutorial is a reliable software that is accessible on any device.       

  9. Better Scalability

    Application scalability and database scalability are different for saas applications. At The Cloud Tutorial, we provide application scalability by moving the saas application to a powerful server whenever the requirement arises.

    The architecture you use should allow adding of identical servers. It will make it easy for saas to handle heavier loads during peak usage.

  10. Better Database Scalability

    Database scalability is also essential. It will let you upgrade your database to handle the demands of a large number of users. Facilitating more transactions will also become a simple process.

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10 Tips for SaaS Customer Service

Tips on SaaS Support
  1. Make your Support Request easy to find

    What if your customers are finding the software too complicated, or they have problems with its functionality? What if they found a bug?

    During such situations, it should be easy for users to find support requests. It should not be a struggle for them.

    Make this a priority if you want actionable user feedback to help you grow.

  2. Provide Live Chat Option

    SaaS companies use phone and email as default customer support. Consumers nowadays have high expectations when it comes to customer service.

    One of the customer support best practices is to provide them access to live chat systems. It will get their questions answered in real-time. A live chat system will make a positive impact on the consumer’s purchasing decisions.

    Users can continue with their daily lives while waiting for the solution. Live chat agents will also save money for you and your consumers. Support hotlines are expensive but the live chat has no extra cost.

    So why not go for it?   

  3. Provide an FAQ Page

    A customer prefers self-service rather than speaking to a customer support agent. They always go to a FAQ page to look for a solution.

    Customers prefer a knowledge base for support. Hence, such a page should be a part of your support strategy. You can create content that can solve their queries, use a tool like Google Analytics to find the keywords customers use to find their answers. An FAQ page will also reduce the overall burden on your support team.

  4. Categorize the Issues

    Identify and categorize the issues that the customers are experiencing so that you can assign their problems to the right department. Hence, categorizing the support tickets and making the appropriate department work on them should be a top priority for any SaaS business.

    It’s the responsibility of the entire business and not just the customer support team when there are issues in the saas product. Hence, categorizing the support tickets and assigning them to the appropriate department should be a top priority for a company. 

    Manually filtering each request can be time-consuming. You can use a shared inbox that can automate the entire process. 

  5. All Support Requests should go to One Place

    Customers should be able to engage with your business anywhere, whether through Facebook, Email, Twitter, or Live chat. It benefits not only the customers but your company too. It will allow you to track how issues get solved. Software like The Cloud Tutorial lets you integrate support platforms and centralize the requests. 

    Customer support best practices are to engage with your customers in different ways through different mediums.

  6. Provide in-app Support

    Gone are those days when customer support got tied to a desk. Nowadays, users prefer apps as a way to get help. Applications also make the entire process easier for everyone.

    Your mobile app support should have a dedicated team in place. The Cloud Tutorial is a great tool to help you with this.      

  7. Set Proper Standards

    A consistent approach to customer support and defining the apt benchmarks to fulfill customers’ requirements should be your SaaS marketing motto.

    You can set your gold standard or rules based on:

    1. How a customer gets greeted
    2. How and when to follow up with the consumers
    3. How to respond in certain situations 
    4. How quickly users get a response 
    5. How to set things right and what kind of discretions staff should have for giving refunds 
    6. How to track requests 

    Have a consistent approach to customer support across all the above points. 

  8. Choose a Right Team

    Having an excellent SaaS application doesn’t matter if the company has a poor customer experience. Lacking the right staff can be problematic for a business. 

    Your staff should have the right technical skills and enthusiasm to make sales. Investing in their customer service training will go a long way in benefiting your business.

  9. Build Trusting Relations with Customers

    Customer support is responsible for building long-term relationships with your customers. Aim for personalized communication by providing tailored assistance and choosing a channel as per your customer’s choice. You can also use customer relationship tools like The Cloud Tutorial to streamline the operations.  

  10. Ask your Users to Provide Feedback

    Asking for feedback will make you aware of many things you may be currently oblivious to regarding your saas application. If you don’t ask, you will never know. 

    Ask your customers for their overall experience. Only satisfied customers will stay with you. Follow these practices to provide the ultimate customer service experience through your company.

Build an advanced knowledge base for your customers and give them answers fast – real fast.

Take your app and help center to the next level with The Cloud Tutorial.

Sign Up Now For Free


SaaS (software as a service) is a way to deliver applications through the internet. Users can access it without having to install and maintain it. It also frees them from complicated hardware and software management.
  • Easy to use
  • Scalability
  • Enhanced security
  • Saves costs
  • A model that saves time and doesn’t require installation. Users can subscribe to the software as per the plan.
John McCarthy in 1998. It initially began by selling software through Floppy disks and CD-ROMS. The service now generates $209 billion in revenue.


Applying these SaaS best practices will help you in identifying and addressing the customers’ challenges. In this way, you can attain your goal of reducing churn, increasing customer lifetime value, and improving customer retention. CloudTutorial helps you in imparting a great customer service experience with our robust knowledge base.

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