Organizations lose around $75 billion yearly due to their poor customer service.
Persuading individuals to make one-time purchases is tricky, but for SaaS firms that depend on repeat deals, this task is even trickier. With your support team deliver personalized services that keep your customers happy and thus, retain them. For providing the best customer service, adopt these elements of a SaaS support solution.
Table of Content
7 Elements of a Perfect SaaS Support System That You Should Not Miss
Having the right tools, robust customer resources, and a good team will ensure that your team is acquainted to offer great customer service. While creating a SaaS support model that fits your organization, you ought to include the following vital elements:
Make Support Option Easy To Find
When the user visits the website or app and needs any help or support regarding your application features, the user is not able to find the easiest ways to get help. This way, the user will be more frustrated during this interval. To overcome such an issue, you have to include the support option that is easily visible to the users when they visit the website or app.
The best example is to insert the support link and customer feedback in your software or app’s footer. The users can directly click on the button available and share their query in the form available if they need assistance or have a desire to get a particular solution
Availability of Self-Service Options
An efficient and responsive SaaS includes interactive self-service options for customers that admire to look for support. It may take the form of a knowledge base, FAQ page, or even a library that contains unique content like tutorial videos and discussions on topics.
In addition to it, it also includes a community forum where questions and answers occur between the members.
Customer Issues Categorization
To handle the customer requests, it is not only the customer support team’s responsibility, but the whole organization needs to work together to deal with customer requests and company success. It becomes the company’s prime responsibility to categorize support tickets to assign to the correct department.
Automate this process using a shared inbox to fulfill the request categorization and auto-assign a category for all the incoming service requests.
All Support Requests in One Place
Based on product usage, many questions arise that make users contact your support agents and support team. You always get an email notification from your leading website, Facebook Messages, Twitter, and even from the chats if you plan to respond to your users.
But this can lead to a high crash, loss of the conversation history and your complete activity list will be gone. The best suggestion that you can do is keep all these support conversations in a centralized system like a corporate wiki. Get detailed information on the corporate wiki and how it is the best way to share knowledge.
Make Sure Your FAQ Provides the Best Outcomes
Around 70% of users who communicate with customer reps try self-service in their resolution voyage, but 9% only are completely satisfied.
With the initiation of SaaS support software, the first place that many users resort to is the Frequently Asked Questions page. So, just create in-depth content and include detailed information about common customer queries and issues. You can also make use of Google Analytics to identify the list of the keywords customers use to search for the answers.
See how CloudTutorial offers an FAQ page to re-define questions for your valuable customers. With the help of appropriate FAQs, you get explicit knowledge bases that answer users’ queries and thus, minimize the support tickets needed.
Do Possess the Perfect Support Staff
You might be wondering how to deal with bad customer service? If you do not imply customer support best practices, it will be the biggest challenge for your SaaS company.
The most valuable asset or investment in your organization is placing the perfect person for customer support. If you have excellent features and functionalities in your SaaS, bad customer service habits can make potential customers exit early. To avoid such bad habits, you can read our detailed content on bad customer services that businesses should avoid right away.
An appropriate enthusiasm and some technical skills are a prerequisite for any SaaS customer support team. It is better to organize a support team’s training session and make them refer to training manuals to create a continuous learning culture.
Live Chat Support With Quick Answers
Many software companies and businesses continue to use email and phone call support agents as their default communication-based method, but it’s not the perfect way to deliver a rich quality experience.
Live chat systems are taking a massive step in this world with different communication channels. Customers are always greedy to use this on-demand support. Using live chat systems, your customers can get their solutions in terms of questions and answers in real-time scenarios.
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11 SaaS Companies That Do It Right
If you plan to start your business with minimum investment, then Software as a Service is a one-stop platform for you to meet your customers’ queries. The software helps you to manage your customer queries or issues without any hassle. Let us now identify the top SaaS companies and businesses that use customer support SaaS as their leading platform.
CloudTutorial is a leading knowledge-based platform that uses SaaS-based support resources to provide innovative customer experience to the small and big businesses.
CloudTutorial provides an effective solution in terms of knowledge, information, document management, and the perfect answer to customer feedback, issues, or questions. The platform allows creating a help desk or FAQ page that includes detailed information, helping the business grow.
- Impressive customer support
- Data segregation by category and sub-category
- Document creation with an ease
- The theme, font, and contact form customization
- Interactive user-experience
- Provides excellent knowledge bases
Your business can benefit a lot by including impressive customer relationship management (CRM) in your business plan using Zendesk. You can keep your customer’s information, all in one place, by using the ZenDesk support agent for your SaaS business.
- Company representatives for humans
- Powerful and productive support agent
- Service satisfaction
- Automate routine support process
- 24/7 customer support metrics
- Available in multiple languages
Atlassian is a growing company that uses the SaaS platform to scale the enhancing team collaboration in the organizations. The platform involves strong capabilities to handle the prime importance of security, governance, data storage, and even administration skills on a large scale.
- Scrum boards
- Flexible kanban boards
- Better roadmaps solution
- Advanced analytics and reporting platform
- Automation JIRA software
HelpScout is the perfect choice for the Software as a Service company; no matter the size, they can manage companies with more than 500 users or employees. It helps to keep all the support team members on the same page with a cost-effective solution.
- In-class reporting functionality
- Queue management
- Better customer support
- Integrated knowledge-base platform
- Supports robust API
- Best user-experience
Intercom, the leading software, provides unique communication channels for business personnel to interact with customers using their mobile phones or from websites. It includes the CRM platform that offers lead generation, customer engagement, customer support efforts, and other support processes that make better self-service support features for software companies.
- Performance metrics for documentation
- Interactive live chat system
- Consistency in customer retention and improvement
- Email and appointment management
- Effective customer service support
- Social media integration
The Front is the best platform for users or consumers to plan to deal with their daily email tasks priority. Personal customer support plays a significant role in the software in the form of email support.
Using Front, you can acknowledge comparatively faster workflow automation, customer data access quickly with inbox, and most importantly, the strong team analytics supports and inspires SaaS customer metrics like customer lifetime value to gain customer success in your SaaS business.
- Call center management
- Self-service portal
- Smooth customer conversations
- Live chat with a support agent
- Email and appointment management
- Social media integration
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The DropBox has a central workspace that keeps your team organized and maintains the appropriate workflow management. All the team members’ relevant contents are available at all times in one location, so it becomes relatively easy for them to work on the specific project and make the workflow approaches more smooth.
They help the organization deal with file sync, collaboration, and extensive administration areas and security features that scale as support teams grow.
- Supports collaboration tools
- Access control/permission
- Real-time and two-way synchronization
- Workflow management
- Document management
- Live chat with support teams
The Lever is a software company that provides applicant tracking systems and handles the talent relationship cycle smoothly. It provides the easiest way to hire the best talent for your organization. The lever contains a variety of features to enhance the customer experience and productivity in terms of talent management.
- Interaction tracking
- Interview management
- Automated recruiting firms
- Impressive workflow management
- Categorize support case records
- CRM support requests
Gusto is a cloud-based Software as a Service-based payroll service that allows you to add employee work hours, payments related to working capabilities like bonuses, benefits, and pays issuance using check or direct deposit.
The users, employees, or employers can view their pending tasks, future tasks to perform, dates, payroll activities, and the list of holidays they spend on monthly or weekly.
- Compensation management
- Employee self-service portal
- Support financial services
- HR management
- Payroll support requests
- SSL security
- Third-party integration support
The Box is an online file sharing and cloud management SaaS service providing organizations. The marketing communications, sales, human resources, finance, and many other industries approach this tool’s primary usage globally.
Box also makes use of Machine Learning technology to automate the tasks and activities and manage digital assets with ease. This tool creates a digital workplace where your customers can easily make and share comments, and handle the workflow of support teams smoothly.
- Impressive content and workflow management
- Supports mobile and web application
- Third-party integration
- Better customer conversations
- Integration with Office 365, Slack, and DocuSign
- Paperless terminology
The Plaid is a unique SaaS platform that allows the developer to create user-friendly intelligence applications and software infrastructure to develop impressive and innovative ideas for your business plan.
With Plaid’s help, the companies or users can easily link the app directly to their financial information without any pain to visit the bank premises.
- Categorized transaction information
- Custom integration
- Responsive API integration support
- Identity verification support channels
- Multiple bank account integration
- Credential-based Workflow Option
From the SaaS support solution described here, find the best one that fits your project and helps you improve your workspace. If you have easy access to relevant info from a single interface, it becomes simple for your support staff to track and manage customer communication.
With CloudTutorial, centralize your SaaS customer support tickets in one location and streamline your operations with the motto of imparting the finest customer experience. To experience how CloudTutrial helps your business, you can start your FREE trial with us and get numbers benefits.
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