{"id":44286,"date":"2020-10-06T09:02:39","date_gmt":"2020-10-06T09:02:39","guid":{"rendered":"\/us\/en\/blog\/?p=44286"},"modified":"2025-05-14T04:31:13","modified_gmt":"2025-05-14T11:31:13","slug":"saas-customer-support","status":"publish","type":"post","link":"\/us\/en\/blog\/saas-customer-support\/","title":{"rendered":"SaaS customer support: 6 essential elements &#038; best practices"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">When it comes to customer service, SaaS products are in a league of their own. Because customers pay on a recurring basis, often use your product daily, and have to learn new features as the product evolves, having good customer support is cash-burn-rate-friendly\u2014and integral to the success of any SaaS product.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Of course, some of the challenges that come with SaaS customer support represent an opportunity as well\u2014especially with a small team.\u00a0<\/span><br \/>\nLeveraging tools like <a href=\"https:\/\/www.ringcentral.com\/ai-receptionist\">RingCentral\u2019s AI Receptionist<\/a>, which provides real-time 24\/7 support, efficient call routing, and automated assistance for FAQs or appointment scheduling, can reduce the pressure on your team while ensuring no customer is left waiting.<\/p>\n<p><span style=\"font-weight: 400;\">After all, in a business where customers use your product regularly over time or are just getting to know your product, customer support offers a chance to build a relationship and even glean insights that help the entire company. Not to mention they\u2019re literally the life-blood of startups\u2014as a rule, the goal should be to retain as many customers as possible. (And yes, often that means real-time 24\/7 support.)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And that relationship building? That\u2019s also the thing that will get you great reviews and referrals, and keep customers subscribed and make you more money month after month.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, how can you be sure you\u2019re getting customer support right for your SaaS product? It\u2019s not as hard as it seems\u2014with the right strategy and some simple best practices, your customer support can be the kind that turns customers into raving fans.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As a company that helps customer service teams communicate and collaborate every day, we know how important support is to small SaaS businesses like yours. That\u2019s why today we\u2019re sharing the best insights that will help you help your customers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s what we\u2019ll cover today. Feel free to skip ahead:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><a href=\"#three\"><span style=\"font-weight: 400;\">3 essential components of a SaaS customer support strategy<\/span><\/a>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The agents<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The tools<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The resources<\/span><\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400;\"><a href=\"#best\"><span style=\"font-weight: 400;\">3 SaaS customer support best practices<\/span><\/a>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Meet customers where they are<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Tailor your messaging<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Reframe your customer service<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<hr \/>\n<p class=\"p1\">\ud83d\udd11\u00a0 What&#8217;s the key to building a customer-centric team? Grab our eBook to find out.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/the-key-to-building-a-customer-centric-team.pdf\" data-id=\"69d904d73ee0f\" id=\"69d904d73ee0f\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d904d73ee0f.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9  Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40  Learn how to build a customer-centric team<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d904d73ee0f.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<h2><span style=\"font-weight: 400;\"><a id=\"three\"><\/a><br \/>\n3 essential components of a SaaS customer support strategy<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">When it comes to creating a SaaS support model that works for your company, you need to start with a few foundational components.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Having a good team, the right tools, and solid customer resources will make sure that your support team is set up from the beginning to provide the best possible <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service<\/a>.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In the next section, we\u2019ll talk more specifically about best practices for your support agents, but first, it\u2019s all about getting the right framework to build your support strategy on.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ready? Let\u2019s start with how to hire the right agents.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Great agents<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Many larger companies work on a tiered system, with levels of agents handling progressively more complex questions that come in. But for a smaller business, you may have a team as small as one person handling customer support.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s why hiring the right people is the most important investment you can make in your SaaS support model.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A great SaaS support agent should be, above all else, curious and ready to learn.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ultimately, the best agents will know your product inside and out\u2014but usually, nobody will know your product that well yet off the bat.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s why investigative skills and an ability to learn and solve problems are absolutely crucial in a SaaS support hire\u2014because those skills will ensure that they learn quickly.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Depending on your product\u2019s complexity, technical skills are important too so that they can handle more in-depth tech questions that may come in.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And, of course, they should also be personable and professional, so you know you can trust them with customer-facing communications.<\/span><\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip:\u00a0<\/b><\/div>\n<p>After you\u2019ve found and trained the best agent possible, trust them! Give them freedom to do well and they\u2019ll deliver <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/exceptional-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">exceptional customer service.<\/span><\/a><\/p>\n<\/div>\n<p><span style=\"font-weight: 400;\">If it sounds like this person is a unicorn, you aren\u2019t wrong. In fact, good support agents are so crucial to a customer support model that you may consider opening your search to remote agents to find the best talent.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s not the only benefit, though\u2014a <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/remote-support-team\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">remote support team<\/span><\/a><span style=\"font-weight: 400;\"> will set your digital product up with a competitive advantage over time. As you hire agents in different places, you can offer support around the clock.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hiring remote support agents<\/span><span style=\"font-weight: 400;\"> might sound intimidating or complicated, but it doesn\u2019t need to be. <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/communication-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\">The right communication tools<\/a> will allow your team to stay connected to each other <\/span><i><span style=\"font-weight: 400;\">and<\/span><\/i><span style=\"font-weight: 400;\"> to communicate with customers from anywhere around the world. Which brings us to our next point.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">The right tools<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">As a SaaS company, you probably already know the importance of having the right technology at your disposal, and when it comes to customer support, it\u2019s no different. The right <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/best-customer-service-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">support software<\/a> empowers your agents to do their best work in real time.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The most important resource for your agents will be the one they use to actually speak to customers\u2014your support software.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Because of the technical nature of a SaaS product, it\u2019s important to be sure that <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/the-best-video-conferencing\/\" target=\"_blank\" rel=\"noopener noreferrer\">video conferencing<\/a> and <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/screen-sharing-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">screen sharing<\/a> are available options on your customer support platform. For example, <a href=\"https:\/\/www.ringcentral.com\/startup\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral<\/a>&#8216;s desktop and mobile app both have screen sharing and video calling options\u2014along with team messaging and phone call functionality too:<\/span><\/p>\n<p><iframe sandbox=\"allow-scripts allow-same-origin allow-presentation\" title=\"RingCentral app for Desktop: Message. Video. Phone.\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/EbIAZJd9rCU?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/p>\n<p><span style=\"font-weight: 400;\"> But as you&#8217;re shopping for tools, don&#8217;t lose sight of the fact that your goal should be to help customers <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/first-call-resolution-industry-standard\/\"><span style=\"font-weight: 400;\">solve their problems on the first call<\/span><\/a> or contact<span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Screen sharing empowers your team to walk advanced (or just hopelessly lost) customers through even the most technical questions easily. Just imagine a highly technical back-and-forth chat session on a phone call and how much time you could save by being able to see someone&#8217;s screen:<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-large wp-image-43675\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/06\/screen-share-1024x658.png\" alt=\"screen sharing in RingCentral Video\" width=\"1024\" height=\"658\" \/><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s also crucial that your team can connect with customers and partners\u2014and even sync customer information\u2014across platforms. When a customer tweets a SaaS support question to you, is your support team prepared to tackle the issue and respond?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Gone are the days when your social media manager could just ask a customer to file a ticket. Customers now expect helpful, uniform responses across platforms. Again, RingCentral can help here. RingCentral&#8217;s Engage Digital product consolidates all your customer support queries across social media in one convenient place:<\/span><\/p>\n<p><iframe sandbox=\"allow-scripts allow-same-origin allow-presentation\" title=\"Digital Customer Engagement | RingCentral Engage Digital\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/PZC3o5YN90E?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip:\u00a0<\/b><\/div>\n<p>Use a platform that pulls all of these requests into one place, so your team can easily manage them, no matter where they came from.<\/p>\n<\/div>\n<p><span style=\"font-weight: 400;\">Another win? RingCentral also makes it easy for support agents to connect with the rest of the team. <\/span><span style=\"font-weight: 400;\">That means they can provide instant feedback to the marketing department about the FAQ page or quickly message a developer when they need an expert\u2019s input.\u00a0<\/span><\/p>\n<hr \/>\n<p class=\"p1\">Learn more about how tech startups are using RingCentral to collaborate more effectively with distributed teams and keep customers happy.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/brief\/startup_innovation.pdf\" data-id=\"69d904d73ef47\" id=\"69d904d73ef47\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d904d73ef47.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83c\udf1f Download the solution brief<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 Get this free solution brief to evaluate if RingCentral might be a good fit for your startup. <\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-01421\" class=\"download-form-input\"><\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d904d73ef47.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<h3><span style=\"font-weight: 400;\">Customer resources<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">You\u2019ve heard that oft-cited stat: it costs five times as much to earn a new customer as opposed to keeping an existing one.<\/span><sup><span style=\"font-weight: 400;\">1<\/span><\/sup><\/p>\n<p><span style=\"font-weight: 400;\">If you find that you\u2019re getting a lot of the same questions coming to your support team all the time, it\u2019s a good sign that it would be worthwhile to invest in some resources on your website.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Some customers just prefer to work through issues themselves, and some may have technical questions at a time when support is unavailable.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Either way, you can ease customer headaches <\/span><i><span style=\"font-weight: 400;\">and<\/span><\/i><span style=\"font-weight: 400;\"> make the job of your small SaaS support team simpler by investing in resources for your customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It might be as simple as an FAQ page or as in-depth as a help center on your website, but either way, your customers should be able to help themselves to information before reaching out to support.<\/span><\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip:\u00a0<\/b><\/div>\n<p>If a lot of the simple questions coming in are about pricing or how to make a purchase, you might need to redesign your website to be more intuitive. Pass these questions on to the marketing team.<\/p>\n<\/div>\n<p><span style=\"font-weight: 400;\">In order to know which questions come in most frequently, start keeping track. Then, send these FAQs, along with asking frequency, to the marketing department or a designated support team member to start developing helpful customer resources.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Don\u2019t forget to encourage support staff to utilize these articles when helping customers so they get more familiar with the resources at their disposal.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For instance, a rep can reply \u201cHere\u2019s an article that shows exactly how to do that. Let me know if that helps\u201d instead of spelling out the entire process.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Not only does the agent save time, but they also show the customer where they can find answers in the future.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Plus, if the customer still isn\u2019t getting it, that\u2019s great feedback to edit the article or even speak to the product team about making the software more intuitive. Remember, customer support can be a resource for the whole company.<\/span><\/p>\n<p><a href=\"https:\/\/ringcentral.valuestoryapp.com\/cx-maturity\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-48166\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/Contact-Center-tool.png\" alt=\"Contact Center Maturity Quiz\" width=\"1000\" height=\"440\" \/><\/a><\/p>\n<h2><span style=\"font-weight: 400;\"><a id=\"best\"><\/a><br \/>\n3 SaaS customer support best practices<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Now that you\u2019ve built a solid foundation, we wanted to share some of the best practices you\u2019ll need in your agent playbook to ensure exceptional SaaS customer support.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By instilling these habits in your support reps, through the onboarding process, training, and positive reinforcement, you\u2019ll be able to create an effective team that you can trust to take care of your customers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To help drive home each idea, we\u2019ve even included real life examples of SaaS companies putting these ideas into action\u2014so there\u2019s no excuse not to implement these support best practices in your own business.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Meet customers where they are\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">As we previously mentioned, customers are no longer just coming to your site, submitting a support ticket, and patiently waiting for their question to be resolved.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Instead, they expect to get customer support where they are\u2014and on demand.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That means it\u2019s not uncommon to field SaaS support requests on Twitter or Facebook, live chat, and standard support tickets. And <\/span><a href=\"https:\/\/netstorage.ringcentral.com\/documents\/engage_digital_insights_ebook.pdf\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">our research has found<\/span><\/a><span style=\"font-weight: 400;\"> that 88% of customers hate having to repeat themselves on multiple different channels.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It can feel like questions coming at you from all angles\u2014which is why it\u2019s crucial to manage it intentionally with <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/omnichannel-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">omnichannel customer service<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Omnichannel customer service is all about meeting customers where they are and allowing them to get service however they\u2019re most comfortable\u2014be it by phone, chat, your site, or social media.<\/span><\/p>\n<h4>Real-life example: Stratejm<\/h4>\n<p><a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/stratejm.html\"><span style=\"font-weight: 400;\">Stratejm<\/span><\/a><span style=\"font-weight: 400;\">, a cybersecurity-as-a-service company, saw firsthand the way platform flexibility benefits their customers.\u00a0<\/span><\/p>\n<p><em><span style=\"font-weight: 400;\">\u201cNow my analysts can communicate and collaborate with our customers in whatever way they choose, including voice, chat, text, email, and video,\u201d said President and CEO John Menezes. These communications options, he said, \u201cmake Stratejm friendlier for our customers.\u201d<\/span><\/em><\/p>\n<p><span style=\"font-weight: 400;\">And they even found that many of their customers preferred to speak with agents via <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/video-call.html\">video call<\/a> over audio calls. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Social media management isn\u2019t just the domain of the marketing department\u2014it\u2019s also a critical support channel, and it should be treated as such.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By moving these social media conversations into the realm of the support team, you can ensure the high quality service your customers expect is consistently provided across channels.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Just use a platform that allows you to bring those conversations into your typical support queue. Then, you can respond quickly and tailor those conversations based on the platform your customer prefers to use.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While social media is usually seen as a marketing platform, more and more, it\u2019s also where many customers turn to get help <\/span><i><span style=\"font-weight: 400;\">right now<\/span><\/i><span style=\"font-weight: 400;\">. And, if they\u2019re asking questions on social media because your support team is experiencing delays, it just serves to back your team up even more.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The key to managing these multiple inquiries? Know who you\u2019re talking to.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Again, not only does RingCentral keep your agents organized, but it automatically merges social identities. So, when a customer asks a question on multiple platforms, they\u2019re automatically mapped onto a single user identity and grouped into a single ticket.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It even identifies the best platform to respond on, automatically. Talk about simplifying your support queue.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With a tool like that, it\u2019s easier to work through your queue and get questions answered quickly, saving your agents tons of time that would otherwise be spent responding to redundant questions.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Tailor your messaging<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">When customers interact with brands on Twitter or Facebook, they\u2019re expecting the same content and quality of service that they would experience via email, chat, or phone. Of course, you\u2019ll still need to tailor your messaging a bit.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A quick reply is perfectly acceptable on Twitter, while an email requires a greeting and an opportunity for them to respond with questions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Most of all, when they are asking a support question, it\u2019s time to step away from the marketing language you might normally use on social media and get their problem solved.\u00a0<\/span><\/p>\n<h4>Real-life example: Hubspot<\/h4>\n<p><img decoding=\"async\" class=\"alignnone size-large wp-image-44287\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/10\/hubsspot-customer-support-650x1024.png\" alt=\"hubspot customer support\" width=\"650\" height=\"1024\" \/><\/p>\n<p><span style=\"font-weight: 400;\">For example, Hubspot offers support on Twitter (responding both to their @Hubspot company page and @HubspotSupport requests) in quick, helpful, casual tweets\u2014perfectly tailored to that platform.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That doesn\u2019t mean they cut any personalization or a nice greeting, but they may not dive as deep as they could over email.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Consider how you can tailor your support language so that it\u2019s consistent, but still appropriate for the platform you\u2019re using.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Not only will it just look better to keep it brief instead of replying with a slew of tweets, but your customer will get a response in a format they\u2019re used to using. After all, if they reached out for support on a given platform, that\u2019s probably the way they\u2019re most comfortable communicating.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Keep in mind that different demographics also have different preferences when it comes to social media.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Slang, emojis, and jokes are more comfortable for the younger audiences on Twitter and Instagram. On Facebook or LinkedIn, though, a more polished response will go over better with the older or more professional demographics you\u2019d find there.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Of course, you should always interact with customers in a human way. After all, they\u2019re humans, and so are you. That means personalizing your response with their name and any details you know about them or their business, when possible.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is another area where it pays to hire savvy support agents\u2014the right team members can be trusted to take your standard scripts and tailor them to the specific customer and platform they\u2019re working with.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Reframe customer support<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Companies that are known for great SaaS customer service don\u2019t leave it in the hands of one team\u2014it\u2019s a <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-focus\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">company-wide initiative<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customer service isn\u2019t everyone\u2019s job, but it\u2019s everyone\u2019s responsibility. When a customer has a question, nobody should be above helping them out. After all, without your customers, you wouldn\u2019t have a company.\u00a0<\/span><\/p>\n<h4>Real-life example: PipelineDeals<\/h4>\n<p><span style=\"font-weight: 400;\">Seattle-based CRM <\/span><a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/pipelinedeals.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">PipelineDeals\u2019<\/span><\/a><span style=\"font-weight: 400;\"> top core value is being <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-service-oriented\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer-obsessed<\/a>.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To them, that means that anytime a customer calls in, they\u2019re greeted by an employee, not an automated menu of forwarding options\u2014even though they have a remote team.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Because they use RingCentral, their support reps can be available even when they\u2019re working remotely or on the road.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">PipelineDeals is such a customer-focused company that every new employee listens to and participates in support goals as a part of onboarding at the company. \u201cIt helps us give each employee a better understanding of the needs of the people we serve,\u201d said Paige Thomas, PipelineDeals\u2019 Customer Care Manager.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And it\u2019s paid off, earning the company several awards for their outstanding customer service and a near-perfect rating on review sites.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By instilling a customer-centric mindset across your company, you can ensure that quality SaaS customer support isn\u2019t just a nice idea, but is woven into the fiber of your company. This idea might begin at onboarding, but it shouldn\u2019t end there.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Marketing, sales, and even the product team can all contribute to making customer service a priority. How? Remove silos.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Walk the talk of customer support being everyone\u2019s responsibility by making sure everyone is available on the same communications platform. With RingCentral, agents use the same platform to speak with customers as they do to chat with other departments across the company.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For instance:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">When a customer has a technical question, an agent can quickly ping the development team to get an answer or even hop on a video call with someone who\u2019s a subject matter expert.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">When agents encounter a lot of questions that signal usability issues on the website, they can let marketing know right away.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">And when a lead contacts support with questions that indicate a potential enterprise customer, it\u2019s simple to redirect them to sales.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Ultimately, you can say all day that customer support is a company priority, but choosing a platform that allows seamless communication is a great way to actually implement that ideal across your company.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Creating the best SaaS customer support experience<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">If you\u2019re trying to create a great customer experience at a SaaS company, there are unique needs to consider.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For instance, most of your customers will interact with support at least once, since they use the product on an ongoing basis.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Plus, great customer service is crucial for subscription-based companies since continually impressing your customers leads to continued subscriptions, referrals, and more money coming in each month.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Great customer support just isn\u2019t optional for SaaS companies.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Luckily, you\u2019ve got some SaaS support best practices to take with you. With the right combination of great agents, tools, and self-service options, you can build the foundation for a great support team.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Combine those steps with training your agents to meet customers where they are, tailor their messaging, and even reframing customer support to a whole company operation, and you\u2019re on your way to success.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p><sup><span style=\"font-weight: 400;\">1<\/span><\/sup><span style=\"font-weight: 400;\">forbes.com\/sites\/jiawertz\/2018\/09\/12\/dont-spend-5-times-more-attracting-new-customers-nurture-the-existing-ones<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>When it comes to customer service, SaaS products are in a league of their own. Because customers pay on a recurring basis, often use your product daily, and have to learn new features as the product evolves, having good customer support is cash-burn-rate-friendly\u2014and integral to the success of any SaaS product.\u00a0 Of course, some of &#8230;<\/p>\n","protected":false},"author":29,"featured_media":44094,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,18669,18722],"tags":[19139,18880,2088],"class_list":["post-44286","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-verticals","category-startups","tag-customer-support-tips-for-saas-companies","tag-saas-customer-support","tag-support"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>SaaS customer support: 6 essential elements &amp; 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