SaaS Customer Onboarding: Why It’s Valuable to Software Companies

Landing new customers is a hell of a lot of work for B2B (business-to-business) software companies. Even the easy deals require extensive brand awareness efforts, targeted marketing, testimonials, sales conversations, proposals, and so much more.

All Posts

5 Metrics to Understand When Assessing Customer Service Success

In providing customer support, the holy grail is of course customer satisfaction. Are your customers happy, did they have a good customer support experience, and will they continue to do business with you? While this is essential to measure your company's success, it is not the only metric that can provide insight into how your customer support team is doing.

Here are 5 other important metrics that you should continuously seek to understand:

  1. Accessibility: How easy is it for clients to get in touch with a customer service representative? Are there multiple channels through which to do so?

  2. Responsiveness: When customers get in touch with the support team, do representatives respond quickly and with concern? How long to clients need to wait to receive an answer to their problems?

  3. Knowledge: Are customer service representatives fully informed and prepared to answer even the most complex questions?

  4. Professionalism: Do support team members take their jobs seriously and treat customers with respect?

  5. Resolution: How quickly, and how often, are support teams able to find a full resolution to client issues?

5-metrics-customer-support-success.gif

Remember, customer satisfaction is made up of many components, and your customer support team is a key contributor. Make sure they have the right tools to manage customer relationships, and that you are tracking the right information on a regular basis to better understand your customers. 

For more tips on Customer Support Reporting, download our white paper: 

Download

 

Tiered-Support-is-Dead-WPthumb

Free Whitepaper: Tiered Support is Dead

Learn why so many businesses have shifted away from tiered support to a data-driven collaborative customer support model.

Click Here to Download Instantly
Related Posts

SaaS Customer Onboarding: Why It’s Valuable to Software Companies

Landing new customers is a hell of a lot of work for B2B (business-to-business) software companies. Even the easy deals require extensive brand awaren...

Read more

Proving the Value and ROI of a Customer Service System

Creating a solid business case for customer service initiatives has been difficult in the past. There’s still a mindset in the workplace that customer...

Read more

5 Reasons Why Customer Support Systems are Essential to Great Businesses

Customer support can be a challenge. Especially in the B2B (business-to-business) industry, the quick decisions your support team makes can have a pro...

Read more

Why Facility Management Leaders Need B2B Customer Support Software

The facility management industry is unique. You’ve got customers with all different types of buildings and a wide array of needs and demands. This mea...

Read more