With today’s consumers being more tech-savvy than ever before, companies need to upgrade their customer service to attain their sales objectives. The SaaS business world is quite competitive, and companies need to go the extra mile to attract and retain customers. No matter how great your SaaS offering is, if you don’t invest in customer support it will be difficult to grow your business.
Studies show that 78 percent of consumers back out of purchase due to a bad experience. This proves that customer experience has become just as vital as product and price.
There is a high demand for excellent customer support in the SaaS industry. However, many SaaS providers face significant difficulties with their customer support.
Poor customer satisfaction and low retention rates.
Delivering value is not enough to grow your SaaS business. It’s already hard enough to acquire customers, you don’t want to drop the ball when it comes to retaining them. An effective customer service structure is the key to success.
Read on for an overview of ways to improve your SaaS customer support:
1. Integrate Omnichannel and Multiple Channel Support
Today, most businesses use multiple channels to address various customer inquiries. Most SaaS companies offer customer service through channels like voice calls, email support, live chat, and in-app support to meet the demand of various demographics.
Offering support through multiple channels is a step in the right direction. However, customers also want seamless assistance regardless of the support channel they use.
For instance, if a customer sends an email inquiry and then decides to call later, they would prefer the support staff on the voice call channel to already be aware of the concern. This is referred to as an all-in-one or omnichannel approach.
2. Improve Satisfaction with Call Tracking
SaaS companies are excellent at monitoring online conversions metrics. However, it is surprising how many fail to track inbound calls to keep track of their marketing efforts.
Phone calls boast of up to 50% of conversion rates. Ignore them at your peril. This greatly beneficial conversion opportunity is where call tracking comes in.
Call tracking is vital to your sales and marketing teams. You can use the technology to improve customer support and retention rates by routing calls to specialized support staff.
3. Streamline Customer Concerns with IVR Systems
Lack of seamless customer service is one of the biggest challenges facing SaaS businesses today. This challenge leads to high churn rates. When a customer calls and interacts with an agent that is unable to address their concern and is then put on hold, there are high chances that the firm will lose this customer.
Interactive Voice Response (IVR) technology can help improve SaaS customer support by routing calls to appropriate agents. The system also helps to reduce customer support workload through the efficient and automatic distribution of queries to the customer support team.
4. Avoid Complicating Your Support Widget
Studies show that the average consumer spends about 15 seconds on a website page. Most prospective customers will first interact with your firm on the internet. Therefore, avoid complicating your support process.
Don’t dig yourself in a hole by making prospective clients struggle to reach your customer support. You should also work to retain your current users. Make it easy for prospects to spot and use the support widget on your website.
5. Invest in your Live Chat Channel
Offering real-time live chat can put your brand ahead of the competition when it comes to customer satisfaction.
Prospects can get stuck when using your services.
When this happens, what should you do?
Your users should not have to call or wait hours for an email response every time they need a quick solution while navigating your site. They need the convenience of fast, real-time assistance, which can be offered through live chat.
6. Write a Comprehensive FAQs Page
Take your FAQs page to be part of your customer service system. Many businesses hardly use FAQ pages for customer support.
67 percent of users prefer self-service. Therefore, consider using all self-service avenues, including your website’s FAQ pages. For example, you can create a meaningful knowledge base by posting in-depth content that addresses customer concerns.
7. Understand and Work on Your Support Needs
With SaaS operations, some areas require constant support. Most SaaS providers are concerned about things like missing features, bugs, and complicated or confusing systems. Figure out which areas of your business demand more attention and focus your efforts on them.
You should be aware of what your customers experience when using your software. Engage your customers frequently to find out about their experiences. This should help you to work on much-needed support areas.
8. Set Excellence Standards
Regardless of how well-structured your customer service is, you need to have standard levels of service. To set excellence standards, ask the following questions:
- How fast does it take to respond to customer inquiries?
- Are customers asked about their satisfaction?
- Does your staff track requests and follow up with customers to ensure they received the assistance needed?
These questions will help you to figure out how to set up standards to improve your customer support.
9. Hire the Right People for the Job
Not everyone has the necessary people skills to work in customer service. Also, people skills, without the ability to master technical concerns and perform under pressure, is not very useful. When hiring and training support staff, get people with diverse capabilities to perform well in multiple scenarios.
10. Monitor and Train Your Support Staff with Call Recordings
You can monitor the performance of your support staff through call recordings. Revisit the recorded call conversations for quality reviews so that you can train your staff and improve customer satisfaction.
You can also use these business call recordings to train your new support staff so that they can learn how to effectively handle customers by going through previous situations. This will help improve your customer support process, which in turn will ensure the better customer experience.
An effective SaaS customer support system is critical to the success of your business. Follow these tips to improve your customer support.