Look, if there’s one factor SaaS firms can enhance, it’s their customer support.
That’s as a result of SaaS prospects are a very completely different breed than the traditional buyer— they’re paying a month-to-month or yearly subscription, and are utilizing software program every day that’s ever-changing.
This implies they want customer support after they want it— in actual fact, 90% of Americans use customer support as a think about deciding whether or not or to not do enterprise with an organization.
In brief-and-simple phrases, unhealthy customer support will drive your prospects away.
Conversely, when you’ve got glorious customer support, you’ll generate extra leads and fulfill your prospects. That’s why on this article we’ll cowl the highest 7 buyer help methods you’ll be able to implement to your SaaS firm.
Technique #1: Get the Greatest Buyer Assist Crew for Optimum Buyer Satisfaction
In case you don’t have the suitable buyer help employees, you gained’t get very far. It’s vital to construct a crew that your prospects can depend on— and it’s utterly positive if it takes time to get the proper crew you need.
In case you haven’t began a name middle to your buyer help crew but, contemplate testing Time Physician’s information on how to start a call center.
There are two methods of going about constructing an ideal crew. First, you’ll be able to rent them proper from the get-go. Secondly, you’ll be able to put money into your crew by coaching them to improve their customer support skills.
Now that you just’ve bought your essential buyer help up and operating, let’s transfer onto one other sort of buyer help: dwell chat.
Technique #2: Use Reside Chat to Assist Clients Shortly and Simply
There’s little question that as we speak’s trendy age has dwindled consideration spans vastly.
That’s the place dwell chats are available in— even 42% of consumers say that they like dwell chat just because they don’t have to attend on maintain.
If you incorporate dwell chat into your web site, you’ll have the ability to information prospects alongside their complete path— this contains answering questions on your SaaS software program’s options, billing, technical help, or simply questions typically.
Case Examine: Phase
Now let’s check out Segment, an SaaS firm primarily based on buyer information.
When Vice President of Phase, Guillaume Cabane, got down to improve leads utilizing dwell chat, he noticed a exceptional improve of 200% in conversions and 500% in chat engagement.
In fact, utilizing the dwell chat characteristic wasn’t 100% the rationale why Phase was in a position to improve its conversion price. In line with Credo, the most well-liked lead generation channels embody e-mail, on-line registration/opt-in, and social networking. But it surely positively performed an element.
If you wish to rock your customer support by utilizing dwell chat as Phase did, I like to recommend utilizing ProProfs Chat as your dwell chat software program.
So that you’ve bought dwell chat software program in your SaaS web site? Nice! Let’s transfer onto the FAQ.
Technique #3: Implement a FAQ Part for Self-Helpers
If you’ve bought the identical query being requested again and again, it’s time to think about making a Steadily Requested Questions (FAQ) part to your web site.
There’s little question that creating an FAQ will carry up buyer satisfaction. And if you would like a extra in-depth information on buyer satisfaction, try Helpjuice’s Customer Satisfaction 101 article.
As a result of not even your customer support crew needs to reply the identical questions over, and over, and over, and over once more…
Creating an FAQ is straightforward and easy. And an FAQ performed proper will help handle any issues your potential buyer could have, in addition to assist your SaaS firm by:
- Serving to handle any buy anxieties that aren’t straight addressed on the product copy web page
- Giving some reduction to your buyer help crew by answering commonly-asked questions
- Bettering search engine optimization and web site navigation
- Offering information so your prospects can get by your gross sales funnel sooner and with much less ambiguity.
You possibly can create a FAQ by merely gathering frequent questions your prospects have about your software program, and compiling them in a single webpage.
If you wish to step up your sport and add some rad visuals, you’ll be able to try visme’s information on 21 tools to help you create infographics.
FAQ? Test. Let’s see now how one can leverage social media to offer glorious customer support.
Technique #4: Leverage Social Promoting to Join With Clients on Social Media
Social promoting is, in response to Koka Sexton, Social Selling Leader, “”Leverag[ing] social promoting to construct relationships together with your consumers early-on; creat[ing] belief and worth earlier than you may have a dialogue about value.”
And naturally, it’s also possible to use social promoting to benefit from the social media platform to offer belief and vastly improve the client expertise. And as of January 2019, there are over 3.4 billion lively social media customers on the planet— or 45% penetration of your complete human inhabitants.
That’s an entire lot of shoppers.
In case you’re having hassle rising your social presence, try Running a blog Wizard’s information on the best social media management tools.
To leverage buyer help, be certain to reply your viewers’s SaaS-related questions by treating them professionally and answering them totally.
You possibly can even benefit from personalization, which leads me to my subsequent subject.
Technique #5: Add Personalization For That “Special” Contact
One factor you are able to do to face out from the group of SaaS merchandise is to be extra personalised than different manufacturers.
Use your customer’s title when replying to chats. Ship them personalised emails which are tailor-made to every buyer. Modify the touchdown web page primarily based on the referral supply. And when you don’t have completely different referral sources but, you’ll be able to learn up on Chanty’s Ultimate Guide on Backlink Building.
Not too long ago signed-up guests could also be extra all in favour of studying in regards to the greatest options, whereas skilled customers of your SaaS product will likely be all in favour of knowledgeable ideas, hidden shortcuts, and additional developments.
So maintain this in thoughts when utilizing personalization to attach together with your prospects— a recent survey even revealed that prospects now worth personalization greater than pace with regards to customer support.
Together with personalization, you’ll be able to categorize completely different points your prospects obtain.
Technique #6: Categorize Your Clients’ Points For Higher Effectivity
Clients have completely different points— misunderstandings, bug studies, subscription or bill issues, web site difficulties, software program questions, and extra.
So when you don’t begin categorizing these issues, it’s like attempting to suit the improper puzzle piece within the jigsaw puzzle. It simply ain’t happenin’.
Moreover, you’ll be losing a number of time when you’ll be able to simply arrange automation to categorize your incoming requests and auto-assign them,
And if you’ve bought every little thing categorized neatly, you’ll be able to assign the suitable concern to the suitable particular person or division.
Apart from categorization, you’ll be able to implement one different technique to cowl all of your baskets: in-app customer support.
Technique #7: Present Superior Buyer Assist In-app to Improve Conversion Charges
With cellular apps turning into more and more extra fashionable these days, it’s vital to deck out your cellular app with one of the best options… and this contains customer support.
So when you’ve already bought an app to your SaaS product, nice! This technique is for you.
The reality is most apps don’t embody some type of customer support, so customers must exit the app and discover one other option to ask a query or discover help.
That is the place you’ll are available in to save lots of the day. You’ll stand out from the group and make your prospects happier, probably growing your conversion charges alongside the best way. Sound like a win-win?
In case you present a method to your buyer to message you straight with out exiting or leaving the app, customers gained’t really feel annoyed or upset simply because they will’t discover a resolution to their drawback.
Making a customer support possibility to your app is my last technique and one you’ll be able to implement to up your customer support sport.
Conclusion: Is Buyer Service Actually That Necessary for SaaS Companies?
Customer support is one thing that shouldn’t be ignored and must be a part of most strong business plans.
In line with Tony Hsieh, CEO of Zappos, “Customer service shouldn’t just be a department; it should be the entire company.” So when you’re seeking to be a profitable SaaS firm, customer support must be king.
As a result of with out prospects, you ain’t bought nothin’.