Ensuring that their customers can effectively exploit the resources and systems they offer is a key component of any SaaS organization. A successful Customer Service system is a crucial part of this.
It is important to consider a few aspects before jumping into the numerous programs and facilities that make up a Customer Support system.
For your organization, what does support mean?
For every company, support is different. Ensure that you have spent time with internal stakeholders to understand what your organization’s performance means and then guide your understanding-based customer support.
Who are you supporting?
You can adapt your programs, teams, and processes to these people by knowing the types of customers who would interact with your support team. Try setting up customer profiles for all main stakeholders who can collaborate and refine them over time with your Consumer Support team.
How to assess your Consumer Support Performance
There are three things to bear in mind when defining how to assess your support performance:
1. What does it matter to measure?
You can aim for this by setting up key metrics; these can vary from industry to industry or organization to organization and should be tailored to your business and important for your customers.
2. For your vertical, what are the industry standards?
Knowing how support is assessed by your rivals and the measures they offer will help the company understand where you are with your metrics.
3. What legal or contractual conditions are you expected to meet?
When determining the metrics and contractual metrics, different regulatory requirements come into play, such as Service-Level Agreements (SLA) or other contract elements that involve particular metrics within your organization.
Top 5 Channels to boost Consumer Support Service
It is crucial to provide support, and SaaS support typically includes more than one of the following channels:
- Ticketing or Email
There are various choices for supporting this channel. From a basic support email address to robust support ticketing systems, these vary in size.
For all problems, these also form one of the initial touchpoints and facilitate contact and longer-term investigations.
2. Live Chat
The front line for your service engagement is often a live chat system and can be a helpful tool for customers to get fast, efficient support.
To streamline the initial communication via service frameworks and bots, these are also supplemented with automation levels.
3. Phone Support
Usually, phone service comes in two formats, a scheduled call or direct lines of call. This allows requests to be submitted quickly and reassures customers that they have active involvement and appreciation from your team.
4. Community Support
Community support helps the other direct outlets to be sponsored by product evangelists outside your company.
You can reduce the amount of direct help your company requires to promote by offering a platform or place where customers can exchange information or experiences.
5. Technical documentation/knowledge base
It is also more potent than all the other support networks combined to minimize the overall amount of support commitments and include comprehensive knowledge bases and documentation, which involves intuitive approaches to find information that a customer needs. To support this, there are different facilities, some specifically incorporated into Support Service Desks.
5 Channels to boost Your Consumer Support Service
It is crucial to provide support, and SaaS support typically includes more than one of the following channels:
- Technical documentation/knowledge base
- Aid from the Group
- Aid for phones
- Live Chat
- Ticketing or Email
Building a consumer support team and watching it grow over time as you communicate with customers and develop your programs and processes can be incredibly rewarding.
They will help to describe your company in your industry and drive the prestige of your organization.
Explore complete insights of common factors of a good consumer support system, What Does an Ideal Consumer Support Team Look Like and many more will enable you to drive efficiencies within your organization.