Excellent customer support for SaaS solutions can give a business an edge over the competitors. It also allows the company to have a more comfortable and more productive time using the SaaS software offered. Various practices make customer support services effective and efficient. Some of the best practices are highlighted below.
Accessing customer service should be as easy as possible for the customer. The support widget, for example, should be easy to find. That should be the case irrespective of how complex or straightforward the software is. In addition to that, the channels of customer support should be as many as possible. The customer should be able to choose a channel that is most effective based on customer service needs. The most popular channels include live chat, email, and telephone.
Another customer service practice that is desirable is quick responses to queries. Due to high competition, a customer should get an issue solved within the shortest possible time to continue running the business smoothly and minimise loss. The best customer services answer questions in real-time. Quick responses can also influence the purchasing decisions of SaaS customers.
Detailed Frequently Asked Questions Section
Many customers prefer self-service support over contacting a company representative. The best place to get the self-help is on the FAQs page. To that end, the SaaS service provider should have a FAQs page that is detailed and well-structured. The content should address all the common challenges that the user might experience in an in-depth manner. The right keywords should also be used to help customers find solutions to their problems faster.
Another desirable attribute of good customer support is professionalism. The customer representatives should be well equipped with skills, tactics, and knowledge, such that they can offer helpful solutions to any concern the customers might have. The knowledge they have should be sufficient enough to deal with issues related to bugs, missing features, and hidden or confusing features. That is because such make up the largest percentage of questions frequently asked. They should also offer help in a friendly but professional manner.
Customer support services that have set standards tend to be the best. The standards assure the customers of the services they can get and makes the entire customer support system more effective. For example, the standards can be set on response wait duration, the tone used, dispute resolution, follow up protocols, and request tracking, among many others.