13 Rules to Apply in Your SaaS Customer Service Department

The number of SaaS companies is growing every year. This market is very competitive and it’s crucial to provide high-quality services to stand out from the crowd. SaaS companies can’t survive without effective customer service. In this article, we’re going to discuss 13 rules to apply in your SaaS customer service department.

1. Don’t leave anyone hanging.

The cardinal rule of customer service is to never leave a customer hanging. If you don’t know the answer to a question, don’t just ignore the customer. Let them know that you’re working on getting the answer and will get back to them as soon as possible.

And if you’re dealing with an angry customer, it’s even more important to respond quickly. If you leave an upset customer hanging, they’re only going to get more upset.

In short, it’s always better to over-communicate than to under-communicate.

2. Be human.

A lot of the time, customer service teams are trained to sound like robots. They’re told to stick to a script, and they’re often measured on how quickly they can get someone off the phone or close out a ticket.

The problem with that is that it can make customers feel like they’re not being heard. And that can lead to churn.

Instead, encourage your team to be human. That means speaking naturally, using empathy, and showing that they care about the customer’s problem.

It also means being honest. If your team doesn’t know the answer to a question, they shouldn’t make something up. They should admit that they don’t know, and then do their best to find out.

3. Make it easy.

People want to get their problems solved with as little effort as possible. In fact, according to our global customer service report, 90% of customers rate an “immediate” response as important or very important when they have a customer service question.

To make it easy for customers to get help, you should:

• Offer a knowledge base.

• Provide live chat.

• Have a contact form or ticket system.

• Offer phone support.

• Be available on social media.

4. Don’t make them repeat themselves.

Customers don’t like having to repeat themselves, and it’s a waste of your customer service reps’ time, too.

But it’s not always possible to avoid. If you’re on a call with a customer and you need to transfer them to another department, you probably won’t be able to avoid making them repeat their issue.

However, you can help to make sure that your reps are prepared to handle the issue quickly and efficiently.

5. Be proactive.

Customer service departments often get a bad rap for being reactive. When a customer has a problem, they reach out to the company, and the customer service team is there to help. But customer service teams can (and should) be proactive, too.

One way to be proactive is to anticipate problems before they arise. For example, if you notice that a customer is using your product in a way that could lead to problems down the road, reach out to them and offer some guidance.

Another way to be proactive is to reach out to your customers before they reach out to you. For example, if you know that a customer is coming up on their renewal date, don’t wait for them to reach out to you with questions about renewing. Instead, reach out to them and let them know that you’re there to help.

6. Get back to them quickly.

According to the same survey from Kayako, the top annoyance for customers is having to wait a long time for a response. In fact, 28% of respondents said that it was the most frustrating part of their customer service experience.

Make sure your team is prepared to respond to customers quickly. If you don’t, you could end up with a negative review on a site like G2 or Capterra, which could hurt your sales.

In addition to responding to customers quickly, it’s also important to get back to them in a timely manner. If a customer leaves a voicemail or sends an email, make sure your team is prepared to respond to them as soon as possible.

7. Know your product.

When you know your product, you can do a better job of helping customers. It’s that simple.

When you understand how your product works and how it can help your customers, you’ll be able to provide better service and support.

If you don’t understand your product, you won’t be able to help your customers as effectively.

You don’t have to be an expert, but you should have a good understanding of the basics. This will help you to be more effective in your role and build trust with your customers.

8. Take the time to learn about your customers.

When you’re working in a fast-paced environment, it’s easy to get caught up in the day-to-day tasks and forget to take the time to learn about your customers. However, this is one of the most important things you can do to improve your customer service.

When you take the time to learn about your customers, you can better understand their needs and pain points. This will help you provide more personalized support and can also help you identify new sales opportunities.

There are many ways to learn about your customers, from sending out surveys to hosting focus groups. You can also use your SaaS data to gain insights into your customers and their behavior.

9. Be honest.

If you can’t solve a customer’s problem in one call, don’t tell them you can. Be honest about the amount of time it will take to solve their issue. And then, make sure to follow up with them if it takes longer than expected.

Also, if your product is experiencing an issue, don’t try to hide it from your customers. Be open about the problem and let them know what you’re doing to fix it.

10. Be patient.

Patience is a virtue that all customer service professionals should have. It’s important to remember that not everyone is going to be as familiar with your product or service as you are. So, it’s important to take the time to explain things to customers and answer their questions to the best of your ability.

This is especially important in the SaaS industry, where customers are often dealing with complex products and services. If you don’t have the patience to explain things to them, you’re likely to lose their business.

11. Follow up.

Customers appreciate when a company goes out of its way to make sure they’re satisfied. It shows that you value their business and that you’re willing to take extra steps to make things right.

After resolving a customer’s issue, follow up with them to make sure they’re happy with the results. A quick email or phone call is all it takes to show your customers that you care. It also gives you an opportunity to ask for feedback and see if there’s anything else you can do to help.

This simple step can go a long way towards building strong relationships with your customers.

12. Ask for feedback.

Another way to let your customers know that you value their opinion is to ask them for it. This can be done through surveys, customer reviews, and more. Customer feedback can be a powerful tool in your business. Use it to improve your products and services, and to show your customers that you care about their needs.

13. Keep your cool.

Customer service can be a thankless job. You might be dealing with customers who are angry, confused, or just plain rude. It can be easy to get frustrated and let your emotions get the best of you.

However, it’s important to remember that you are the face of your business. How you handle yourself in difficult situations can make or break a customer relationship.

Always strive to keep your cool, no matter what. If you find yourself getting upset, take a step back and a deep breath. Remember that it’s not personal, and focus on finding a solution to the problem.

Conclusion

In the case of SaaS companies, customer service is a huge part of the product. Your product is intangible, so the only way to show a customer that it’s worth it is to prove that you’re there for them whenever they need it.

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