SaaS Customer Service: Making the Most of Online Customer Experiences

Running a SaaS (Software-as-a-Service) company is fun. It’s usually created by a couple tech enthusiasts with a great idea and extensive coding knowledge. Getting those first few customers feels amazing, and your core focus is on making them happy. They’ve got your cell number and you’re just a phone call away for anything they need.

All Posts

Customer Feedback - Bulletproof Customer Service Tip #4

Some problems are going to get away from you, and that's okay. Just do whatever you can to make sure whatever it is doesn't repeat itself. The key to that is customer feedback.

There are all kinds of ways you can learn what your customers think of your operation: email, forms on your website, social media, review sites...today, there are at least a dozen ways your customers can have direct contact with you. When it comes to good reports or commentary, you'll want to make sure everybody can see it. The bad experiences, however, should be able to be reported in a more direct manner. If someone's issue is persistent, it's best if they are prompted to send an email or call on the phone, instead of tweeting it.

customer_service_crossword

Customer feedback is one of the best ways to gauge the way a certain aspect of your company is performing. You might feel you know where your strengths and weaknesses are, but you may also gain another perspective entirely if a number of your customers all begin to point out a flaw which you didn't know about. On the other hand, these responses may highlight a strength you never knew you had which you can then capitalize on.

It's not easy to grade your own customer service program. It requires taking an honest, and sometimes unflattering, look at your policies. Luckily, your customers can give you the insight you need, good or bad, at no extra cost. 

Guest Bio: Emily has been writing about customer service issues for many years, and currently writes on behalf of the call center software specialists at Kova Corp.  In her spare time, she cheers for Spirit of Atlanta, Carolina Crown and Phantom Regiment, creates her own sodas, and crushes tower defense games. Follow her on Twitter at @Emily2Zen

For more tips on hiring the best customer support team, download our free 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 Service: Making the Most of Online Customer Experiences

Running a SaaS (Software-as-a-Service) company is fun. It’s usually created by a couple tech enthusiasts with a great idea and extensive coding knowle...

Read more

Webinar: Using AI Tools to Enhance Customer Support With PTC

We're excited to continue our new webinar series in conjunction with the Association of Support Professionals (ASP). These aren't be your standard, bo...

Read more

How to Personalize B2B Customer Support Experiences at Scale

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a ...

Read more

A Guide to Training Your B2B Customer Service Team

The fundamental principles that define effective customer service apply across all industries and business types. But certain distinctive characterist...

Read more