{"id":22575,"date":"2019-09-13T12:02:24","date_gmt":"2019-09-13T12:02:24","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=22575"},"modified":"2025-02-24T04:15:24","modified_gmt":"2025-02-24T04:15:24","slug":"saas-customer-service","status":"publish","type":"post","link":"https:\/\/www.proprofschat.com\/blog\/saas-customer-service\/","title":{"rendered":"All Things About SaaS Customer Service"},"content":{"rendered":"\n<p><span style=\"font-weight: 400;\"><br>The importance of SaaS Customer Service is visible in these two data-proven statistics:<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">On the other hand, in the same research, we can see that the average American tells 15 people when they\u2019ve had a poor SaaS customer support experience.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">67% of customer churn is preventable if a company resolves the issues the first time they occur, while according to <\/span><a href=\"https:\/\/www.bain.com\/Images\/BB_Prescription_cutting_costs.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Bain<\/span><\/a><span style=\"font-weight: 400;\">, increasing retention for 5% can result in a profit increase of 25%.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">So, the question that arises is: <\/span><i><span style=\"font-weight: 400;\">How to <a href=\"https:\/\/www.proprofsdesk.com\/blog\/customer-service-solves-churn-problems\/\">reduce churn<\/a> and improve retention with SaaS customer service?<br><\/span><\/i><i><span style=\"font-weight: 400;\"><br><\/span><\/i><span style=\"font-weight: 400;\">To answer it in this article, we\u2019re going to look at:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#SaaScustomersupport\"><span style=\"font-weight: 400;\">What is SaaS Customer Support?<\/span><\/a><\/li>\n\n\n\n<li><a href=\"#SaaSsupportstrategy\"><span style=\"font-weight: 400;\">How to build SaaS support strategies and support models?<\/span><\/a><\/li>\n\n\n\n<li><a href=\"#definegoals\"><span style=\"font-weight: 400;\">What are the most essential SaaS customer service metrics?<\/span><\/a><\/li>\n\n\n\n<li><a href=\"#saascustomersupportexperience\"><span style=\"font-weight: 400;\">How to structure a SaaS support team<\/span><\/a><\/li>\n\n\n\n<li><a href=\"#categorizecustomerissues\"><span style=\"font-weight: 400;\">And what are the best tools to use for your SaaS customer support?<\/span><\/a><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">Let\u2019s get started if you\u2019re willing to take your SaaS customer service to the next level.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"SaaScustomersupport\"><span class=\"ez-toc-section\" id=\"What_is_SaaS_Customer_Support_and_why_its_important\"><\/span><strong>What is SaaS Customer Support and why it\u2019s important?&nbsp;<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Here\u2019s the simple and understandable definition of SaaS customer support:<\/span><\/p>\n\n\n\n<p><b><i>SaaS Customer Support <\/i><\/b><i><span style=\"font-weight: 400;\">is an ongoing process of providing necessary help to your existing customers, trial users, and prospects. You can give support to those who look interested in your product but aren&#8217;t ready to buy yet (i.e., website visitors who contacted you).<\/span><\/i><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">This sounds interesting, but what\u2019s the importance of customer support in SaaS. The stats already said this, but let\u2019s sum it all together.<\/span><\/p>\n\n\n\n<p><i><span style=\"font-weight: 400;\">SaaS Customer Service helps you:&nbsp;<\/span><\/i><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><i><span style=\"font-weight: 400;\">solve the troubles faced by your customer<\/span><\/i><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">build your brand awareness<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">reduce churn<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">improve retention&nbsp;<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">boost your word-of-mouth marketing<\/span><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Best_Practices_to_Take_Your_SaaS_Customer_Support_to_the_Next_Level\"><\/span><strong>Best Practices to Take Your SaaS Customer Support to the Next Level<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Want to improve your SaaS support team performance? We&#8217;ve got you covered. Here are some best practices you can adopt to improve the performance of your SaaS support team and thus &#8211; to improve your retention and reduce churn.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Let\u2019s see them!<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"SaaSsupportstrategy\"><strong>#1. Build outstanding SaaS support strategy and SaaS customer support model<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">No matter how many customer support teams and employees you have, these customer support strategies can apply to you.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Let\u2019s see what are the elements of an outstanding SaaS customer service strategy and customer support in a SaaS model are:<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>\u2714\ufe0f&nbsp;Begin with onboarding<\/strong><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.proprofskb.com\/blog\/customer-onboarding-guide\/\">Onboard your customers<\/a> and teach how they can use your product to:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">save your time and effort,&nbsp;<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">improve team efficiency<\/span><\/li>\n<\/ul>\n\n\n\n<p><i><span style=\"font-weight: 400;\">In short, user onboarding is the process of actively guiding your users through your product to help them find product value. This act encourages them to adopt the product and start using your product regularly.<\/span><\/i><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">User onboarding is essential because of two reasons:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">It improves your activation rate and trial-to-paid conversions<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Saves your time and reduces the support tickets in the trial phase<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">We can talk a lot about user onboarding, but in short, the era of long product tours, that lead trial users across the entire product, is gone.<\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">Now, the era of subtle user onboarding (or how we like to call it &#8211; user onboarding 2.0) is here.<\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">So, what is <\/span>subtle user onboarding?<\/p>\n\n\n\n<p><i><span style=\"font-weight: 400;\">Subtle user onboarding is the process of showing contextual in-app experiences that are based on the user\u2019s behaviors and in-app events. Subtle user onboarding doesn\u2019t force users to \u201cstart the onboarding\u201d. Instead, it\u2019s shown automatically whenever the user needs it.<\/span><\/i><i><span style=\"font-weight: 400;\"><br><\/span><\/i><i><span style=\"font-weight: 400;\"><br><\/span><\/i><span style=\"font-weight: 400;\">But, what does this mean in practice?<br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">It means you need to avoid lengthy and annoying product tours that start immediately after the user signs up. You can show smaller (2-4 steps) product tours dedicated to each feature\/page in your product separately which will drastically improve your <\/span><a href=\"https:\/\/userpilot.com\/blog\/improve-activation-rate\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">activation rate<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In other words, users are allowed to explore the product on their own (without taking unnecessary product tours). While they\u2019re exploring the product, subtle user onboarding experiences (like tooltips, <a href=\"https:\/\/www.poptin.com\/blog\/7-best-practices-website-popups-convert\/\" target=\"_blank\" rel=\"noopener\">popups<\/a>, hotspots or little product tours) are shown based on its behavior.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">User onboarding 2.0 is also focused on personalization. Personalization took advantage in almost everything (videos, email outreach campaigns, ads) and is useful now in user onboarding as well.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">All of this is great, but how does this look in practice?<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Venngage, an online platform for creating stunning infographics, is an excellent example of personalizing user experiences.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">From the moment when you create an account on Venngage, you will be asked a couple of different questions:<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Venngage is focused on delivering the perfect in-app experiences in the first run.<\/span><\/p>\n\n\n\n<p><b><i>Pro tip: <\/i><\/b><i><span style=\"font-weight: 400;\">The <\/span><\/i><i>first run <\/i><i><span style=\"font-weight: 400;\">is the moment when the customer uses the product for the first time and goes through it. It\u2019s essential to leave a great impression during the first run.<\/span><\/i><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">But, what\u2019s happening after the user answers all of those questions?<br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">Just like we mentioned above, Venngage uses the subtle user onboarding technique to effectively onboard its users.<\/span><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/09\/SaaS-customer-support-model-step-4.png\" alt=\"saas-customer-support-model-step-4\" class=\"wp-image-22581\"\/><\/figure>\n<\/div>\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/09\/SaaS-customer-support-model-step-5.png\" alt=\"saas-customer-support-model-step-5\" class=\"wp-image-22582\"\/><\/figure>\n<\/div>\n\n\n<p class=\"has-text-align-center\"><br><span style=\"font-size: 10pt;\"><strong>Source:<\/strong> <a href=\"https:\/\/venngage.com\/\" target=\"_blank\" aria-label=\"undefined (opens in a new tab)\" rel=\"noreferrer noopener\">Venngage.com<\/a><\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Indeed, these tooltips are started automatically, but they\u2019re super valuable and focused on the customer&#8217;s goals.<\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">Think about it in this way:<\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">The reason why the users signed up for Venngage is that they wanted to create stunning infographics.<\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">So, is there a better solution than enabling them to create one at the exact moment when they signed up?<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">No, there isn\u2019t.<\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">As you can see, Venngage\u2019s product tours are short and straight-to-the-point. Precisely what the user needs.<\/span><\/p>\n\n\n\n<p><b><i>Key takeaway<\/i><\/b><i><span style=\"font-weight: 400;\">: Subtle user onboarding will reduce your support requests in the trial phase, adopt your users better, and improve trial-to-paid conversions.&nbsp;<\/span><\/i><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Now, let\u2019s see how feature adoption, in-app experiences, and customer support are correlated with each other.&nbsp;<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><b><strong>\u2714\ufe0f&nbsp;<\/strong> Deliver outstanding in-app experiences and education to increase feature adoption<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">Just like user onboarding, <\/span><a href=\"https:\/\/userpilot.com\/blog\/improve-feature-adoption-saas\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">feature adoption<\/span><\/a><span style=\"font-weight: 400;\"> is also crucial for improving retention and reducing churn.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Understandably, that we\u2019re building features so we can improve user experience and make them more addicted to our product.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">But our users don\u2019t always adopt our new features. Some of them never do.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">That\u2019s the reason why we also need to focus our strengths on feature adoption as well.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Two of the best ways to drive feature adoption are:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">by educating your customers (either through blog, webinars or any other type of content)<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">with subtle in-app experiences<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">Neil Patel does a pretty great job with educating his readers on how to implement customer acquisition strategies at an advanced level by using webinars:<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">On the other hand, Delighted is showing its users the full dashboard (together with features they can\u2019t use (due to a plan)).<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Feature gates are a great way to both adopt users to use the new feature and upsell the bigger package:<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">But, the question is, <\/span><b>why feature adoption is essential for SaaS customer service?<\/b><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Understand this, a better in-app experience and education can help you reduce your support tickets and improve customer retention (perhaps even upgrade some of the users).<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">You can use some of the user onboarding tools to create better in-app experiences.<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><b><strong>\u2714\ufe0f<\/strong><\/b><b>&nbsp;&nbsp;Take an omnichannel support approach (and make your support easy to find)<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">The second element of an excellent SaaS support strategy and SaaS customer support model is the omnichannel support.<\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">Why do you need to take an omnichannel approach?<\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">Because of one reason:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><b>It will be easier for your existing customers (or potential customers) to ask for support.<\/b><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">So, where can you offer your support?<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><b style=\"font-weight: 400;\">On the website<\/b><span style=\"font-weight: 400;\"> (usually in the header or footer)<br><img loading=\"lazy\" decoding=\"async\" width=\"1299\" height=\"65\" class=\"aligncenter wp-image-22587\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/09\/GoDaddy-header-support.png\" alt=\"godaddy-header-support\"><br><span style=\"font-size: 13.3333px;\"><b>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;<strong>Source:<\/strong> <\/b>godaddy.com<\/span><\/span><\/li>\n\n\n\n<li><b>In-app live chat and Knowledge Base (FAQ)<\/b><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"> &#8211; More about the knowledge base and FAQ later on. Here\u2019s how Albacross did it:<\/span><\/span> <figure><img loading=\"lazy\" decoding=\"async\" width=\"383\" height=\"671\" class=\"aligncenter wp-image-22585\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/09\/live-chat-and-Knowledge-Base-FAQ.png\" alt=\"live-chat-and-knowledge-base-faq\"><\/figure><p style=\"text-align: center;\"><br><span style=\"font-size: 10pt;\"><strong>Source:<\/strong> <a href=\"http:\/\/albacross.com\" target=\"_blank\" aria-label=\"undefined (opens in a new tab)\" rel=\"noreferrer noopener nofollow\">albacross.com<\/a><\/span><\/p> <\/li>\n\n\n\n<li><b>The FAQ on the website<\/b><span style=\"font-weight: 400;\"> (usually on the Pricing or Features page)<\/span><\/li>\n<\/ul>\n\n\n\n<p><span class=\"thumbnail chatvideo\"><video style=\"height: 400px; width: auto;\" preload=\"auto\" autoplay=\"autoplay\" loop=\"loop\" muted=\"\" width=\"300\" height=\"150\"><source src=\"https:\/\/www.proprofschat.com\/new-ui\/img\/9-knowledge_base.mp4\" type=\"video\/mp4\"><\/video><br><\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><b><a href=\"https:\/\/www.proprofschat.com\/blog\/add-live-chat-to-website\/\">Live Chat on your website<\/a><\/b><\/li>\n<\/ul>\n\n\n\n<p>While considering your live chat provider, be sure to check everything you need.<\/p>\n\n\n\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/NVIjlCvOwuc\" width=\"800\" height=\"400\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Great <a href=\"https:\/\/www.proprofschat.com\/best-live-chat-software\/\">Live Chat vendors<\/a>, like ProProfs Chat, equip your SaaS customer service team with different functionalities and features. These features include:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.proprofschat.com\/chat-greeting\/\"><span style=\"font-weight: 400;\">automated messages&nbsp;<\/span><\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.proprofschat.com\/chat-routing\/\"><span style=\"font-weight: 400;\">chat routing<\/span><\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.proprofschat.com\/real-time-visitor-tracking\/\"><span style=\"font-weight: 400;\">visitor monitoring<\/span><\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.proprofschat.com\/canned-responses\/\"><span style=\"font-weight: 400;\">canned messages<\/span><\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.proprofschat.com\/integrations\/\"><span style=\"font-weight: 400;\">powerful integrations<\/span><\/a><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">As you can see, there are various examples of offering omnichannel customer support.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Be sure that your users (and prospects), can contact you anytime, anywhere &#8211; whenever they need your help.<\/span><\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<p><strong>Recommended Read:<\/strong>&nbsp;&nbsp;<a href=\"https:\/\/www.proprofschat.com\/blog\/omni-channel-customer-support\/\">How to Establish The Ultimate Omni-Channel Customer Support System<\/a><\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\"><b><strong>\u2714\ufe0f<\/strong><\/b><b>Don\u2019t underestimate the power of knowledge base<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">According to <\/span><a href=\"https:\/\/www.socialmediatoday.com\/social-business\/importance-self-service-customer-support-social-era\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Social Media Today<\/span><\/a><span style=\"font-weight: 400;\">, 70% of customers prefer to find answers to their questions on the company website first and then proceed with contacting the customer support.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">As you can see, it\u2019s essential to have a FAQ (or <strong><a href=\"https:\/\/www.proprofskb.com\/\">Knowledge Base<\/a><\/strong>).<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">What\u2019s more, you need to make your knowledge base accessible to your users. It will help them find answers to their questions faster.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Just like Albacross did, you can also add your knowledge base inside your in-app live chat.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">You can also embed your FAQ on your landing pages (such as pricing page), and to solve dilemmas immediately.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">The purpose of knowledge base and FAQ section is to reduce support requests and offer immediate help. So ensure that your answers are well-written and in-depth.<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><b><strong>\u2714\ufe0f<\/strong><\/b><b>&nbsp;Create your SaaS customer service structure for the best results<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">The Structure is fundamental if you want to create an outstanding SaaS customer support strategy and model.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Pay attention to these little details:<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>\u2714\ufe0fDivide agents into different channels<\/strong><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">For the best results, it would be useful (if you have the resources of course), to divide your customer support agents into different channels.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In other words, make different segments of customer support reps:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Segment 1 &#8211; agents who will focus on writing and improving FAQs<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Segment 2 &#8211; agents who will work on the live chat<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Segment 3 &#8211; agents who will take care of social media messages and requests<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">And many more.<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">This will not just help you to have a clear structure, but it will also help your team to be more productive and do more in less time.<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>\u2714\ufe0f&nbsp;Have experts in different subjects<\/strong><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">Experts are important. It\u2019s usual that, for example, if you\u2019re the email outreach company, your agents, employees, and executives are the experts in this field.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">But this isn\u2019t always the case. Make sure that your customer support agents are experts both in your industry and your product.<\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">In other words, it would be helpful to have three different types of customer support agents:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><b>Type 1<\/b><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"> &#8211; customer support reps with advanced technical knowledge. (those who know product in-depth and who can take care of the user\u2019s problems with the platform &#8211; i.e., make necessary changes in the code &#8211; if needed)<\/span><\/span><\/li>\n\n\n\n<li><b>Type 2<\/b><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"> &#8211; general customer support reps who know your product very well, and who can explain to your users how to use the product in the right way.<\/span><\/span><\/li>\n\n\n\n<li><b>Type 3<\/b><span style=\"font-weight: 400;\"> &#8211; SaaS customer service agents who have some experience in sales &#8211; so they can convert website visitors into trial users<\/span><\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>\u2714\ufe0f Make sure all of your support requests go into one place<\/strong><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">It\u2019s crucial to have everything in one place.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Aligning your support requests will help you to reduce your team\u2019s time and efforts while providing support.<\/span><\/p>\n\n\n\n<p>Luckily, tools like <strong><a href=\"https:\/\/www.proprofschat.com\/integrations\/proprofs-helpdesk\/\">ProProfs Chat have integrated help desk software<\/a><\/strong> that enables you to collect all of your customer support requests in one place.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><b><strong>\u2714\ufe0f<\/strong>Align your structure with your SaaS support goals<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">Like for everything else, you should have goals for your SaaS customer support as well.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">That could be either improving retention, reducing the number of tickets, reducing churn, or any other thing that will help you to improve your business.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">We will talk more about goals (and the metrics that define them), later in the article.<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><b><strong>\u2714\ufe0f<\/strong> Try to understand the issues behind your support requests (and fix them if you can)<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">Understanding the issues behind your support requests will help you to fix them and reduce your number of support tickets.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">If you realize that some support requests are happening over and over again (for different users), it\u2019s clear that something doesn\u2019t work.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Try to realize these issues and solve them as soon as possible.<\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">If you\u2019re not able to identify your issues, then your SaaS customer support strategy and model are broken, and they require urgent fixing.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"definegoals\"><strong>#2. <b>Define the goals and use the right SaaS customer service metrics<\/b><\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.proprofskb.com\/blog\/customer-service-metrics\/\">Customer service metrics<\/a> will help you to set and track your SaaS customer service goals.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Here are the <strong>five<\/strong><\/span><strong> most important SaaS customer service metrics<\/strong><span style=\"font-weight: 400;\">:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Conversation volume\/volume per agent<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Customer Satisfaction Score (CSAT)<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Net-Promoter Score (NPS)<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">First response time<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Cost per conversation<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">Let\u2019s go deeply through them:<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><b><strong>\u2714\ufe0f<\/strong>&nbsp;<\/b><b> Conversation volume\/volume per agent<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">Conversation volume is the amount of conversation you\u2019re receiving, or your agents are responding to. This could either be an average or the total number of all conversations (tickets) you had over the past year, month, week, or day.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">This metric will help you to refine your SaaS customer support experience<\/span><span style=\"font-weight: 400;\">&nbsp;model by finding out:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">how many conversations you have<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">when will be the right time to hire new customer support agent<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">correlation between conversation volume and revenue, churn, and retention.<\/span><\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><b><strong>\u2714\ufe0f<\/strong>&nbsp;<\/b><b> Customer satisfaction score (CSAT)<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">The customer satisfaction score represents the customer\u2019s satisfaction with your brand, service, or even a customer support agent.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">You probably already saw something like this after finishing the session with a customer support agent:<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">As you can see, here we have two different CSAT questions:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">The first one is: \u201cPlease rate your satisfaction with your customer service representative\u201d<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">And the second one is: \u201cPlease rate your satisfaction with your product experience\u201d<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">CSAT can be measured on a numeric scale from 1-5, 1-7, and 1-10.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">It can be useful both for measuring your user\u2019s satisfaction with your product or with your customer support agents.<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><b><strong>\u2714\ufe0f<\/strong>&nbsp;<\/b><b>Net-Promoter Score (NPS)<\/b><\/h4>\n\n\n\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/I4g1BfJVlgQ\" width=\"800\" height=\"400\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><br><span style=\"font-weight: 400;\">Net-Promoter Score is a widely used metric. It measures your customer\u2019s loyalty to your brand.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">It gets measured with two different questions:<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Based on the response, your users can be divided into three different groups:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><b>Detractors &#8211; <span style=\"font-weight: 400;\">respondents who answered with 1-6. They will probably not promote your brand online. In fact, they\u2019re ready to spread negative words about it.<\/span><\/b><\/li>\n\n\n\n<li><strong>Passives &#8211;<\/strong> <span style=\"font-weight: 400;\">people who answered with 7-8. They will not both promote your brand or spread the negative word about it. They\u2019re indifferent.<\/span><\/li>\n\n\n\n<li><strong>Promoters <\/strong><span style=\"font-weight: 400;\"><strong>&#8211;<\/strong> respondents who answered with 9-10. They are very likely to promote your brand online.<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">NPS score will help you to:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Identify people who are ready to churn and take actions that will prevent that<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Identify people who are ready to promote your product and thus, to improve your word-to-mouth marketing.<\/span><\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><b><strong>\u2714\ufe0f<\/strong>&nbsp;<\/b><b>First response time<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">First response time is the metric that defines how long it takes for our teams to reach our customers. It\u2019s the average number for all customers for a certain period &#8211; it could be either a day, a week, a month or a year.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">This metric will help you to find out how quickly your customer support agents are taking the tickets and answering them.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Your first response time can tell you either your support team is scaling, do they need some help (if they have troubles), and do you need additional hire.<\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">Knowing this number will help you to make better decision<\/span><span style=\"font-weight: 400;\">s, and create better strategies and models for excellent SaaS customer support experience<\/span><span style=\"font-weight: 400;\">.<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><b><strong>\u2714\ufe0f<\/strong>&nbsp;<\/b><b>Cost per Conversation<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">This is the cost your company has for each conversation.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">It\u2019s calculated by adding your employee salary, burden rate (this is usually about 50%-60% of your customer support agent\u2019s salary), and the cost of your tools. After calculating this, just divide by the number you have in the same period.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Cost per Conversation will help you evaluate the potential for new tools and expensiveness of your support and support team.&nbsp;<\/span><\/p>\n\n\n\n<p><b>Setting clear milestones and goals<\/b><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">For the ultimate success of your SaaS customer service department, you will need to set some goals and milestones.<\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">That could be:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">reducing your churn<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">improving your retention<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">improving trial-to-paid conversions<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">reducing the first time response<\/span><\/li>\n\n\n\n<li><a href=\"https:\/\/www.proprofschat.com\/blog\/how-to-achieve-customer-satisfaction\/\"><span style=\"font-weight: 400;\">improving Customer Satisfaction<\/span><\/a><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">It doesn\u2019t matter what goal or milestone you choose as long as you\u2019re using the right KPIs and metrics to track them.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"saascustomersupportexperience\"><strong>#3. <b>Involve all of your employees in your SaaS customer support experience from time-to-time<\/b><\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Here\u2019s one controversial best practice that can help you to meet your customer support goals and <strong><a href=\"https:\/\/www.proprofschat.com\/blog\/tips-to-improve-customer-service\/\">improve your customer service<\/a><\/strong>.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">I\u2019ve got an idea about this from Stripe &#8211; one of the fastest-growing payment processors in the world.<\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">From time-to-time, Stripe involves all of its users into customer support processes.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Why? Because of the following things:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Each employee has a different set of knowledge and skills that could be helpful to your users when needed<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Your company exists to serve your customers, so showing that you care about them will be a big bonus for you and your brand\u2019s reputation<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">It will improve your product. It\u2019s essential for every employee to see, listen, and react based on customer feedback. In this way, all of your employees will have an opportunity to understand what your customers want.<\/span><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"categorizecustomerissues\"><strong>#4. Why Categorize Customer Issues?<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">There\u2019s nothing better than having ready, automated, and easy processes. Keeping everything in one place, where is easily searchable and editable, is the key to success &#8211; no matter what department we\u2019re talking about.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">You can also use your already defined categories to help your customers easily find their answers (or contact the right customer support department).<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"The_Bottom_Line\"><\/span><strong>The Bottom Line<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">As you can see, great SaaS customer service is based on the right strategies, the right goals\/metrics, and the right practices you should use.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Carefully choose what are your goals, and pick the right KPIs to track them.<\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">Depending on the size of your business, industry, and other factors, try to build your SaaS customer service strategy and infrastructure.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Also, remember that the ultimate goal of your SaaS customer<\/span><span style=\"font-weight: 400;\"> support experience<\/span><span style=\"font-weight: 400;\">&nbsp;is to reduce churn and improve retention. So, it would be wise to connect your customer support department with the product marketing sector (because of the user onboarding and feature adoption we already mentioned).<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Anyway, we\u2019re sure that these SaaS customer service best practices will help you to take your SaaS customer <\/span><span style=\"font-weight: 400;\">support experience to the<\/span><span style=\"font-weight: 400;\"> next level.<\/span><\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<p><span style=\"font-weight: 400;\">Now that we\u2019ve covered all things about SaaS customer service, let\u2019s take a look at a few frequently asked questions below.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"What_is_SaaS_customer_service\"><\/span><strong><em><b><i>What is SaaS customer service?<\/i><\/b><\/em><\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">SaaS customer service is a process where SaaS business owners ensure to build good customer experience via their products or services. To build a good SaaS customer service experience, business owners should make sure that service is quick, agents are attentive and help a customer get answers to their problems effectively.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"What_data_should_be_tracked_for_SaaS_customer_service\"><\/span><em><strong><b><i>What data should be tracked for SaaS customer service?<\/i><\/b><\/strong><\/em><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">There are certain metrics that a SaaS business should track to learn whether their customer service is meeting the expectations of their customers. These metrics include customer churn, revenue churn, customer lifetime value, customer acquisition cost, months to recover CAC, CAC: LTV ratio, customer engagement score, qualified marketing traffic, leads by lifecycle stage, lead-to-customer rate, and customer health score.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_to_budget_customer_service_in_SaaS\"><\/span><em><strong><b><i>How to budget customer service in SaaS?<\/i><\/b><\/strong><\/em><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">To budget, your customer service in SaaS, make sure you avoid mistakes like not asking for the money you need, not working cross-functionally to understand the needs of other departments, and not investing in R&amp;D of your products to build products that match the needs of your customers. Once you avoid the mistakes, it becomes a lot simpler for your SaaS business to set a budget for customer service.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"What_do_users_of_SaaS_expect_from_customer_service\"><\/span><em><strong><b><i>What do users of SaaS expect from customer service?<\/i><\/b><\/strong><\/em><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Users of SaaS expect the customer service to be prompt, detailed, personalized and helps them get answers to their questions on the spot. This not only builds a delightful experience for the customers but also encourages them to reach out to the same brand again.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"What_is_the_best_model_for_a_customer_service_plan_for_a_SaaS_business\"><\/span><em><strong><b><i>What is the best model for a customer service plan for a SaaS business?<\/i><\/b><\/strong><\/em><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Your customer service plan for a SaaS business should focus around not waiting for the customer to reach your brand first. Make sure your team and you have an eye on potential problems the customers may encounter. Plus, always keep a track of your relationship with the customer via a CRM tool. And finally, make sure you help your customers reach success with your seamless service.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. On the other hand, in the same research, we can see that the average American tells 15 people when they\u2019ve had a poor SaaS customer support&#8230;<\/p>\n","protected":false},"author":11,"featured_media":34673,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[223],"tags":[],"class_list":["post-22575","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>All Things About SaaS Customer Support &amp; Service (+ Best Practices)<\/title>\n<meta name=\"description\" content=\"Know Everything you need to know about SaaS customer support &amp; service, and Best practices for building a perfect customer support system.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.proprofschat.com\/blog\/saas-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"All Things About SaaS Customer Support &amp; Service (+ Best Practices)\" \/>\n<meta property=\"og:description\" content=\"Know Everything you need to know about SaaS customer support &amp; service, and Best practices for building a perfect customer support system.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.proprofschat.com\/blog\/saas-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Chat Blog\" \/>\n<meta property=\"article:published_time\" content=\"2019-09-13T12:02:24+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-02-24T04:15:24+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.proprofschat.com\/blog\/wp-content\/uploads\/2021\/02\/All-Things-About-SaaS-Customer-Service.png\" \/>\n\t<meta property=\"og:image:width\" content=\"758\" \/>\n\t<meta property=\"og:image:height\" content=\"335\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"ProProfs Editorial Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"ProProfs Editorial Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"16 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"All Things About SaaS Customer Support & Service (+ Best Practices)","description":"Know Everything you need to know about SaaS customer support & service, and Best practices for building a perfect customer support system.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.proprofschat.com\/blog\/saas-customer-service\/","og_locale":"en_US","og_type":"article","og_title":"All Things About SaaS Customer Support & Service (+ Best Practices)","og_description":"Know Everything you need to know about SaaS customer support & service, and Best practices for building a perfect customer support system.","og_url":"https:\/\/www.proprofschat.com\/blog\/saas-customer-service\/","og_site_name":"Chat Blog","article_published_time":"2019-09-13T12:02:24+00:00","article_modified_time":"2025-02-24T04:15:24+00:00","og_image":[{"width":758,"height":335,"url":"https:\/\/www.proprofschat.com\/blog\/wp-content\/uploads\/2021\/02\/All-Things-About-SaaS-Customer-Service.png","type":"image\/png"}],"author":"ProProfs Editorial Team","twitter_card":"summary_large_image","twitter_misc":{"Written by":"ProProfs Editorial Team","Est. reading time":"16 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.proprofschat.com\/blog\/saas-customer-service\/","url":"https:\/\/www.proprofschat.com\/blog\/saas-customer-service\/","name":"All Things About SaaS Customer Support & Service (+ Best Practices)","isPartOf":{"@id":"https:\/\/www.proprofschat.com\/blog\/#website"},"datePublished":"2019-09-13T12:02:24+00:00","dateModified":"2025-02-24T04:15:24+00:00","author":{"@id":"https:\/\/www.proprofschat.com\/blog\/#\/schema\/person\/ab51f6a9083443b7dd0613d5ccd18c49"},"description":"Know Everything you need to know about SaaS customer support & service, and Best practices for building a perfect customer support system.","breadcrumb":{"@id":"https:\/\/www.proprofschat.com\/blog\/saas-customer-service\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.proprofschat.com\/blog\/saas-customer-service\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.proprofschat.com\/blog\/saas-customer-service\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.proprofschat.com\/blog\/"},{"@type":"ListItem","position":2,"name":"All Things About SaaS Customer Service"}]},{"@type":"WebSite","@id":"https:\/\/www.proprofschat.com\/blog\/#website","url":"https:\/\/www.proprofschat.com\/blog\/","name":"Chat Blog","description":"ProProfs Chat Blog","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.proprofschat.com\/blog\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.proprofschat.com\/blog\/#\/schema\/person\/ab51f6a9083443b7dd0613d5ccd18c49","name":"ProProfs Editorial Team","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.proprofschat.com\/blog\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/fd4f94bf064d2dbc3c244e9f508280147746419f64d3ae0c2fff507aeae8cd7a?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/fd4f94bf064d2dbc3c244e9f508280147746419f64d3ae0c2fff507aeae8cd7a?s=96&d=mm&r=g","caption":"ProProfs Editorial Team"},"description":"ProProfs Live Chat Editorial Team is a passionate group of customer service experts dedicated to empowering your live chat experiences with top-notch content. We stay ahead of the curve on trends, tackle technical hurdles, and provide practical tips to boost your business. With our commitment to quality and integrity, you can be confident you're getting the most reliable resources to enhance your customer support initiatives.","url":"https:\/\/www.proprofschat.com\/blog\/author\/editorial-team\/"}]}},"_links":{"self":[{"href":"https:\/\/www.proprofschat.com\/blog\/wp-json\/wp\/v2\/posts\/22575","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.proprofschat.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.proprofschat.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.proprofschat.com\/blog\/wp-json\/wp\/v2\/users\/11"}],"replies":[{"embeddable":true,"href":"https:\/\/www.proprofschat.com\/blog\/wp-json\/wp\/v2\/comments?post=22575"}],"version-history":[{"count":7,"href":"https:\/\/www.proprofschat.com\/blog\/wp-json\/wp\/v2\/posts\/22575\/revisions"}],"predecessor-version":[{"id":47234,"href":"https:\/\/www.proprofschat.com\/blog\/wp-json\/wp\/v2\/posts\/22575\/revisions\/47234"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.proprofschat.com\/blog\/wp-json\/wp\/v2\/media\/34673"}],"wp:attachment":[{"href":"https:\/\/www.proprofschat.com\/blog\/wp-json\/wp\/v2\/media?parent=22575"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.proprofschat.com\/blog\/wp-json\/wp\/v2\/categories?post=22575"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.proprofschat.com\/blog\/wp-json\/wp\/v2\/tags?post=22575"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}