Dismantling Silos for Stronger SaaS Support

Imagine yourself at a restaurant. You’ve heard rave reviews about the food and the chef, so you can’t wait to try it out. But during dinner, you find that the staff is slow to come around, orders are late, service is sloppy, and the meal, though scrumptious, is cold. This dampens your overall experience and despite the great food, you may not come back. 

This is exactly what happens with software too, when a SaaS outfit focuses all its attention on product development, and compromises on customer service. The product might be exceptional, but poor after-sales care could lead to customer churn. To be successful, a business must invest in customer engagement that provides airtight end-to-end support. 

Assigning customer engagement to one particular team however, could spell disaster. Picture this: a sales executive trying to explain a nuanced coding glitch to a knowledgeable client. There are so many things that could go wrong. Involving the production team at this juncture could help circumvent a blow-up.   

For a seamless experience, customer engagement must begin from product conception and must follow through until marketing, and after-sales support. Dismantling silos right at the start for all teams to work together will contribute to a better understanding of the product and ultimately, will lead to smoother service for consumers. 

Customer Service Outsourcing  

For companies that outsource customer service, integration can seem hard. The advantage of customer service outsourcing, though, is quick response time. Ideally, all queries must be addressed within 24 hours. Having a dedicated team to focus on client interaction will improve credibility. 

A strong customer support system has:

• Easy accessibility 
• Quick response time
• Executives who understand your issue
• Constant follow-ups
• Measurable success

When a third-party vendor manages support, it is pertinent that they are well-versed with all products as well as consumer profiles. Nevertheless, constant communication with an internal team will help avoid errors. 

The omni-channel approach

Incorporating an omnichannel approach to deal with enquiries can ease the process when you outsource customer service. In today’s digital space, clients will often initiate discussions on the website or via live chat. A follow-up phone call for clarifications may be handled by a different executive. Maintaining and managing capture of information all through a customer’s service interaction can save time and money.

One mistake is all it takes to lose a loyal customer, the lifeline of a business. Getting an all-hands-on-deck attitude to customer engagement will ensure retention and maybe even new clientele!