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Why outsource your SaaS support with SupportYourApp?
The contemporary SaaS market is gaining momentum: companies are no longer limited to simply selling a product and forgetting about its impact. Instead, many business owners are switching to SaaS due to the immense leverage and prolonged journey between them and buyers. However, as this demand grows, so does the need for SaaS support and greater client involvement. Businesses have to continuously remain in touch, address emerging questions, and be proactive in retaining customers.
Our SupportYourApp team views its customer service SaaS capabilities as the key driver of the success of multiple businesses working with us. Our consultants treat every client with the respect and attention they deserve; the same goes for every company seeking our assistance. Striving for a balance between autonomous problem-solving and accountability, we seek solutions that will ensure your business’s smooth performance. Our greatest strength is our ability to build a long-lasting collaboration rooted in data-driven insights, innovative approaches, and a dedicated team.
Here are the reasons for outsourcing your services with us.
Utilizing the latest tools and technology for SaaS customer support outsourcing
Instead of investing resources in maintaining the same equipment, opt for SaaS customer service that comes with new features and adheres to the highest quality. We offer the best tools that our agents are trained to use. Our newest ticket management systems and top-tier data processing software guarantee addressing the most challenging cases and keeping track of any volume of data.
Focusing on core activities
As a business offering SaaS, you already know how demanding it can be to provide support to clients while ensuring the continuous, flawless functioning of your product. If you handle it all on your own, you spend additional management and organizational effort trying to create a great team and staying in touch while fulfilling your clients’ orders or solving their inquiries concerning product success. Our specialists can do this for you and take a burden off your shoulders — we focus on customer support SaaS, and you do what you do best: create and sell your product.
Constant training and improvement
Aside from building up your equipment, the question of labor resources is similarly crucial. Training and creating performance benchmarks to ensure your team is always up to date on your updates is costly and time-consuming. We handle this for you: our team receives rigorous training, careful evaluations, and attentive onboarding, ensuring that by the time they start working on your project, they know all the details necessary to keep you satisfied.
Scalability
If you’re planning to grow and reach out to more clients, this is your chance — we can quickly respond to an increase or decrease in data as needed. Regardless of seasonality or financial concerns, we can adjust our schedule to meet your expectations. We promise to deliver the best results and connect with as many customers as you need, anticipating your demands and remaining flexible.
Perks of outsourcing customer service SaaS with SupportYourApp
Round-the-clock support. If you need us to be in touch with your clients 24/7, we can do that and make sure that not a single ticket goes unnoticed. Some people prefer chatting in the morning, while the routine of others makes it impossible to reach out to you unless it’s late at night. Users can have issues concerning your product at any time of the day, and when it comes to SaaS customer support, the question of “when” can be minutes, not hours or days. We can adjust our schedule to always be present, regardless of when you reach out to us.
High Security Standards. Your clients’ data protection and strict principles of information processing are at the core of our business objectives. We have received certification as a PCI DSS Level 1 Service Provider, making us worthy of your trust even with the most sensitive subjects and topics.
Trial Period. With the first month of our service being free, we can prove our capabilities and skills to ensure you understand our processes. We want you to be confident in your choice, and we’re here to demonstrate all we can do for you. During this period, we also learn more about how your business functions and organize and build up our advanced functionalities to suit your unique case.
Variety of Language and Accents. Every SaaS support model today is different, but most operate in diverse regions and environments. Your clients will appreciate receiving calls in the language they know and with a familiar accent. At SupportYourApp, we hire and train specialists who speak over 60 languages. Contact us to inquire if we speak yours!
SaaS customer service: Best practices at SupportYourApp
Operating for almost 15 years, SupportYourApp has helped hundreds of enterprises find their clients and establish dialogues with them. Our experience as a booming and rapidly progressing company has given us lots of knowledge points that we have used to develop SaaS customer support best practices.
Omnichannel support
Just as some people prefer calling to texting, others might find it overwhelming to contact your customer service team via phone. We recognize the value of diversifying support channels, and can set up chat, phone, email, social media, and other communication platforms to connect with your clients. This diversification, however, should also rely on a unified approach: make sure every ticket goes to a centralized system that stores and secures every client interaction.
Boosting retention and minimizing churn
Because SaaS relies on subscriptions, businesses are interested in extending their relationship for as long as possible. This means anticipating emerging barriers and quickly responding to new needs. We provide information and guides for support agents to ensure that clients can solve their problems with minimal effort. Outstanding, client-centric service at the beginning of your journey creates trusting connections and increases retention.
Utilize user feedback to grow
We believe that all businesses should be responsive to client criticism and feedback and develop their SaaS customer support model around that. We conduct regular surveys and updates to use the acquired feedback for business improvement. Of course, we share all the results with you to ensure we are on the same page when planning further steps.
Create effective FAQs
Many clients prefer self-help options to address their questions — and opting for flexible FAQs that answer most of their inquiries can also decrease your volume of calls and tickets requiring immediate resolution. Our team can create a comprehensive knowledge base to enhance your brand's capabilities and address questions that don’t require your consultants’ presence.
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