{"id":76230,"date":"2019-02-25T10:00:37","date_gmt":"2019-02-25T10:00:37","guid":{"rendered":"https:\/\/intelligentbee.com\/blog\/?p=76230"},"modified":"2025-05-27T13:12:58","modified_gmt":"2025-05-27T13:12:58","slug":"saas-customer-support-tactics","status":"publish","type":"post","link":"https:\/\/intelligentbee.com\/blog\/saas-customer-support-tactics\/","title":{"rendered":"10 Tactics For Saas Companies To Deliver Awesome Customer Support"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Advancements and other developments in cloud technology have opened doors for software as a service (SaaS) companies to grow across different industries. It has increasingly become a common delivery model for \u2018on-demand software\u2019 involving various business applications that can be easily accessed online. This kind of convenience is one of the key factors that\u2019s been driving its growth in the global market.<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-76232\" src=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2019\/02\/SaaS-Customer-Support1.jpg\" alt=\"SaaS-Customer-Support\" width=\"1800\" height=\"1200\" srcset=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2019\/02\/SaaS-Customer-Support1.jpg 1800w, https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2019\/02\/SaaS-Customer-Support1-300x200.jpg 300w, https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2019\/02\/SaaS-Customer-Support1-768x512.jpg 768w, https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2019\/02\/SaaS-Customer-Support1-1024x683.jpg 1024w\" sizes=\"(max-width: 1800px) 100vw, 1800px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">A <\/span><a href=\"https:\/\/www.marketresearchfuture.com\/reports\/software-as-a-service-market-2003\"><span style=\"font-weight: 400;\">report<\/span><\/a><span style=\"font-weight: 400;\"> by Market Research Future (MRFR) shows that the SaaS market is predicted to grow exponentially in the coming years. In fact, it\u2019s set to hit a 21% compound annual growth rate within the forecast period and reach a value of US$ 117 billion by 2022.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The kind of subscription model offered by software companies has revolutionized the adoption of technology in every business sector. This has presented a growing dependency, which has been fueling the demand for more cost-effective SaaS solutions, further boosting the growth of the SaaS market.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As a SaaS provider, it\u2019s important to recognize the fact that you\u2019re not actually selling software as a product, but a service that\u2019s focused on customer success. This is where <\/span><span style=\"font-weight: 400;\">SaaS customer support<\/span><span style=\"font-weight: 400;\"> plays a crucial role in the success of your company because software alone isn&#8217;t enough. You\u2019ll have to be invested in a culture of service that delivers not only top-notch software performance but also the kind of work that ensures the success of your customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To keep you up-to-date with the most effective tactics in delivering awesome customer support, here are 10 you\u2019d want to apply to your SaaS business:<\/span><\/p>\n<p>&nbsp;<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_68_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/intelligentbee.com\/blog\/saas-customer-support-tactics\/#Proven_Customer_Support_Strategies_for_SaaS_Companies\" title=\"Proven Customer Support Strategies for SaaS Companies\">Proven Customer Support Strategies for SaaS Companies<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/intelligentbee.com\/blog\/saas-customer-support-tactics\/#Offering_in-app_support\" title=\"Offering in-app support\">Offering in-app support<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/intelligentbee.com\/blog\/saas-customer-support-tactics\/#Live_chat_thats_available_247\" title=\"Live chat that\u2019s available 24\/7\">Live chat that\u2019s available 24\/7<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/intelligentbee.com\/blog\/saas-customer-support-tactics\/#Building_a_knowledge_base_for_self-service_customer_support\" title=\"Building a knowledge base for self-service customer support\">Building a knowledge base for self-service customer support<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/intelligentbee.com\/blog\/saas-customer-support-tactics\/#Continuous_improvement_of_the_support_process\" title=\"Continuous improvement of the support process\">Continuous improvement of the support process<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/intelligentbee.com\/blog\/saas-customer-support-tactics\/#Have_a_centralized_database_for_customer_support_data\" title=\"Have a centralized database for customer support data\">Have a centralized database for customer support data<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/intelligentbee.com\/blog\/saas-customer-support-tactics\/#Hire_awesome_support_staff_with_great_%E2%80%98soft_skills\" title=\"Hire awesome support staff with great \u2018soft\u2019 skills\">Hire awesome support staff with great \u2018soft\u2019 skills<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/intelligentbee.com\/blog\/saas-customer-support-tactics\/#Stay_on_top_of_service_requests_that_appear_frequently\" title=\"Stay on top of service requests that appear frequently\">Stay on top of service requests that appear frequently<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/intelligentbee.com\/blog\/saas-customer-support-tactics\/#Establish_a_systematic_process\" title=\"Establish a systematic process\">Establish a systematic process<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/intelligentbee.com\/blog\/saas-customer-support-tactics\/#Publish_your_companys_standards\" title=\"Publish your company\u2019s standards\">Publish your company\u2019s standards<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/intelligentbee.com\/blog\/saas-customer-support-tactics\/#Provide_a_service_that_revolves_around_transparency\" title=\"Provide a service that revolves around transparency\">Provide a service that revolves around transparency<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Proven_Customer_Support_Strategies_for_SaaS_Companies\"><\/span><b>Proven Customer Support Strategies for SaaS Companies<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>&nbsp;<\/p>\n<ol start=\"1\">\n<li style=\"font-weight: 400;\">\n<h2><span class=\"ez-toc-section\" id=\"Offering_in-app_support\"><\/span><strong>Offering in-app support<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">It can be frustrating for customers when they aren\u2019t able to effectively use your software due to its complexity or because a bug\u2019s been messing up its functionality. To ease their suffering, it\u2019s a good idea to offer in-app support via a link or a widget that directs them to the help they need.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In-app support also means they won\u2019t have to reach out via an external channel, which makes for a better customer experience.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ol start=\"2\">\n<li style=\"font-weight: 400;\">\n<h2><span class=\"ez-toc-section\" id=\"Live_chat_thats_available_247\"><\/span><strong>Live chat that\u2019s available 24\/7<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">It\u2019s pretty much standard for SaaS companies to provide support via email and phone, but customers have high expectations from a <\/span><span style=\"font-weight: 400;\">technical support provider<\/span><span style=\"font-weight: 400;\"> so you\u2019ll need to go the extra mile. One of the best ways to exceed to do this is to provide 24\/7 live chat that delivers answers in real time. This kind of on-demand support is what will set you apart from the competition.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ol start=\"3\">\n<li style=\"font-weight: 400;\">\n<h2><span class=\"ez-toc-section\" id=\"Building_a_knowledge_base_for_self-service_customer_support\"><\/span><strong>Building a knowledge base for self-service customer support<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">A <\/span><a href=\"https:\/\/www.zendesk.com\/resources\/searching-for-self-service\/\"><span style=\"font-weight: 400;\">survey by Zendesk<\/span><\/a><span style=\"font-weight: 400;\"> showed that a massive 91% of customers said they would use a knowledge base if it could address their needs. This is proof that you need to create an FAQ page that has in-depth content that could answer any question your customer might have. The self-service nature of knowledge bases also means freeing up your customer support reps to focus on adding value, not solving problems.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ol start=\"4\">\n<li style=\"font-weight: 400;\">\n<h2><span class=\"ez-toc-section\" id=\"Continuous_improvement_of_the_support_process\"><\/span><strong>Continuous improvement of the support process<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">There is always room for improvement, so make sure your support process constantly evolves to maximize customer satisfaction and the overall experience. You can establish a <\/span><a href=\"https:\/\/www.hubspot.com\/customer-feedback\"><span style=\"font-weight: 400;\">customer feedback system<\/span><\/a><span style=\"font-weight: 400;\"> to help you determine which areas of the service that you need to improve on.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ol start=\"5\">\n<li style=\"font-weight: 400;\">\n<h2><span class=\"ez-toc-section\" id=\"Have_a_centralized_database_for_customer_support_data\"><\/span><strong>Have a centralized database for customer support data<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Since it\u2019s always a good idea to have multiple channels in which your customers can reach you, they expect you to be able to track their conversations with your support team across all platforms. Failure to do so may lead to frustrated customers that are likely to be upset when they have to repeat themselves just to follow up on their concerns.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A centralized database with a <\/span><a href=\"https:\/\/www.teamsupport.com\/blog\/must-have-help-desk-ticketing-system-features\"><span style=\"font-weight: 400;\">structured ticketing system<\/span><\/a><span style=\"font-weight: 400;\"> can help you handle all customer concerns across all available channels. This will also make it easier to track unresolved issues for an easier method to follow up.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ol start=\"6\">\n<li style=\"font-weight: 400;\">\n<h2><span class=\"ez-toc-section\" id=\"Hire_awesome_support_staff_with_great_%E2%80%98soft_skills\"><\/span><strong>Hire awesome support staff with great \u2018soft\u2019 skills<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Having the wrong people in your team always poses a huge challenge to your company regardless of the nature of your business. But when it comes to customer service, having the right people working for you matters more since it takes a person with great <\/span><span style=\"font-weight: 400;\">soft skills<\/span><span style=\"font-weight: 400;\"> to have the ability to handle even the toughest customers.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ol start=\"7\">\n<li style=\"font-weight: 400;\">\n<h2><span class=\"ez-toc-section\" id=\"Stay_on_top_of_service_requests_that_appear_frequently\"><\/span><strong>Stay on top of service requests that appear frequently<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">You should be proactively working on making improvements, so you\u2019ll need to pay attention to repeated support requests that have similar requirements. Repeat support issues is a good sign that your software needs attention and you\u2019ll have an easier time to investigate any underlying issues if you\u2019re getting feedback from a range of customers with first-hand experiences.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ol start=\"8\">\n<li style=\"font-weight: 400;\">\n<h2><span class=\"ez-toc-section\" id=\"Establish_a_systematic_process\"><\/span><strong>Establish a systematic process<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">An effective process is crucial in making sure you handle your customers well. This boosts efficiency while saving time and effort in handling concerns. Your main <\/span><a href=\"https:\/\/freshdesk.com\/help-desk-software\/customer-support-metrics-blog\/\"><span style=\"font-weight: 400;\">customer service KPIs<\/span><\/a><span style=\"font-weight: 400;\"> should always include response time and time to resolution. Both of which can be optimized with a systematic process in place.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Of course, you\u2019ll need to be open in making improvements to streamline your workflow and make your customers happier with their decision in purchasing your software.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ol start=\"9\">\n<li style=\"font-weight: 400;\">\n<h2><span class=\"ez-toc-section\" id=\"Publish_your_companys_standards\"><\/span><strong>Publish your company\u2019s standards<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Some of the best customer service teams in the world have a strict set of guidelines they adhere to, which is the reason why they are considered great in the first place.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Having <\/span><a href=\"https:\/\/www.userlike.com\/en\/blog\/customer-service-standards\"><span style=\"font-weight: 400;\">published standards<\/span><\/a><span style=\"font-weight: 400;\"> for your customer support team ensures they work hard to reach them while encouraging your customers to go over them so they know what to expect.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ol start=\"10\">\n<li style=\"font-weight: 400;\">\n<h2><span class=\"ez-toc-section\" id=\"Provide_a_service_that_revolves_around_transparency\"><\/span><strong>Provide a service that revolves around transparency<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Doubt and suspicion about your software can always lead to unhappy customers, particularly in the current \u2018big data\u2019 industry that creates uncertainty revolving around security and pricing. Your customer support service should aim to reduce and even eliminate any suspicion through transparency in your policies, pricing, and all other aspects of your SaaS company.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><b>Conclusion<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Always keep in mind that SaaS is a service-based operating model. To help your brand achieve a considerable level of success, you\u2019ll have to be focused on delivering exceptional customer service to augment the functionality of your software to stand out from the competition. Remember, it\u2019s not only about the quality of your product, but also the people who use your product that matter.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>Did you know that outsourcing customer support can drastically reduce overhead costs for businesses? Contact us to find out more!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Advancements and other developments in cloud technology have opened doors for software as a service (SaaS) companies to grow across [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":76232,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[73],"tags":[1845,1920],"yst_prominent_words":[1910,1919,1918,1917,1916,1915,1914,1913,1912,1911,5,1909,1908,843,728,455,450,329,311,309],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/76230"}],"collection":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/comments?post=76230"}],"version-history":[{"count":7,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/76230\/revisions"}],"predecessor-version":[{"id":133445,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/76230\/revisions\/133445"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/media\/76232"}],"wp:attachment":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/media?parent=76230"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/categories?post=76230"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/tags?post=76230"},{"taxonomy":"yst_prominent_words","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/yst_prominent_words?post=76230"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}