How to Provide the Best Customer Service Experience in a SaaS Company
Your SaaS company may be providing the highest quality software to your client base. However, if you don’t back this up with premium support, customer churn is bound to happen. Remember, just because you’ve created an effective product doesn’t mean your clients will fully understand how it functions. They’re likely to run into problems along the way. That’s why it’s important you implement the tools and methodology needed to provide a seamless customer experience. Your in-house team needs to be prepared for every possible scenario. In addition, there are some ways you can provide helpful self-service resources to your clients so they can find answers themselves. To help you out, we’re going over some ways to boost the quality of your customer service experience.
Implement the Right Support Software
You’re in the business of providing software solutions, but you also need to utilize your own customizable customer support software internally. Doing so will help you streamline your support process and improve your customer experience. With the right support software, your reps will be able to easily track tickets, manage accounts, and provide high-end chat support. This software will also help you ensure the right agents are handling specific issues. You can even customize your software so it aligns with your support operation. All this results in faster resolution times and stronger interaction between you and your clients.
Provide a Reliable Knowledge Base
Your clients need to be able to rely on you for answers to questions regarding your software. However, it’s also important to provide them with a way of finding answers on their own. In fact, self-service support options are becoming more and more popular. One of the best ways to provide valuable product information is through an online knowledge base. This is a searchable repository with high-quality content such as FAQs and instructional materials. When your clients have an issue, they can log in and find information that will allow them to solve the problem without the help of your support staff.
Avoid Talking Over Your Clients’ Heads
The last thing you want to do when providing support is to confuse your clients. This can be difficult for an SaaS company. There’s a good chance many of your clients don’t fully understand the technical aspects of your software. This means you’ll need to change the way you communicate with them. Establishing a vocabulary your agents must use during the support process is crucial. This ensures all solutions are fully understood and the client doesn’t feel they’re being left in the dust by your support team.
As an SaaS company, you have the advantage of understanding how your clients are using your software. This information allows you to provide proactive instead of reactive support. If you can see a client isn’t utilizing the solution your agents provided, you can reach out to them to ensure they understand the procedure. In addition, customizable customer support software will allow you to track client interactions to determine the most common issues that pop up with your software. You can then provide your customers with information before a problem arises. This goes a long way when trying to establish a healthy business-client relationship.
Don’t let a poor support experience lead to high client turnover. Let PhaseWare help take your operation to the next level with software for B2B customer service. Contact us today to get started.