10 Tips to Up Your Customer Service Game: SaaS Edition

Every successful company has probably lost a customer or two along the road to mistakes they could have avoided. We want to share these 10 tips on what we've learned during the years and how you might save customer relationships you otherwise might accidentally risk.

February 7, 2019

Did you know that 82% of customers have abandoned a company due to an instance of bad customer service? Scary, right? The world of SaaS (software-as-a-service) is growing, and with this industry comes a whole new realm of customer service needs. If you’re a B2B service provider specializing in the SaaS model and you want to maximize your customer service and client retention, you’re in luck, because I’m going to list 10 of the most important things to consider when upping your customer service game.

  1. First and foremost, understand that there is no such thing as a stupid question. Address every client’s concerns equally, no matter what they ask of you.
  1. Go out of your way to create flexible availability.
  1. When it comes to customer service, your clients will equate prompt communication with respect. Quick replies within a promised timeframe will ensure that your customer feels valued, and that’s critical when a customer’s feelings about how they are being treated can influence 70% of that customer’s journey with your service.
  1. Clients appreciate humility. You won’t always be in the wrong, but apologize anyway. I know it can be difficult, but it’s a customer service necessity!
  1. Active listening is key. Talk less and listen more. Clarify the customer’s concerns by repeating them in your own words.
  1. Have a good attitude. No client will want anything to do with a grumpy sales representative, so smile!
  1. Clients want to keep things simple—they have a business of their own to run, after all. Help them out by setting yourself apart from the crowd quickly and clearly. You should always be prepared to naturally discuss your company’s and your software’s value, and do it concisely.
  1. I’m going to let you in on a little secret. As a B2B service provider, it is absolutely essential that you take one step further beyond understanding your clients, and aim to understand their clients, too. By knowing what your clients need in order to engage their own customers, you can go above and beyond to make sure their needs are met.
  1. Even once a problem has been solved, the importance of follow-up can’t be understated. By ensuring that your customers remain satisfied and that the problem stays fixed once it’s been resolved, you can come a little closer to avoiding the most dreaded word in all of SaaS—churn.
  1. Take feedback to heart, and make sure that your customer service reps understand how they can improve from a negative experience.

At its core, customer service isn’t difficult. Most importantly, treat your clients the way you’d want to be treated—a little humility and thoughtfulness will go a long way towards ensuring a positive and profitable long-term customer relationship.

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