Like in any other service, in SaaS also, customer service is the most important element. And this becomes even more important because SaaS customers are different. They not only need service at the point of sales, but also for the whole duration of use of the software. If satisfied, then only, will they renew the subscription, otherwise not.
Micah Solomon, Customer Service Consultant, in his article at Forbes, explains the importance of customer service in SaaS by taking an example of PayScale, a B2B SaaS company. According to Mike Metzger, CEO of PayScale, “The SaaS environment makes the threshold for satisfying experience higher. We’re always working on it.”
Micah has also shared few tips for a successful SAAS customer service. Some of them are:
- Hire the right people
- Carefully define and put into place customer interaction standards and guidelines.
- Beef up your self-service options.
- Always be there for them.
Follow these tips and boost up your customer service, because ‘customer relations’ is the key to a successful SaaS business.
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