How to Deliver Great Customer Service as a SaaS Product

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SaaS companies, unlike most companies, face a unique challenge with their services. While most businesses sell their products to customers once and move on to newer ones, SaaS products have to keep constant contact with all of their customers – new and old. As most Services by these companies are paid for on a monthly basis, customer support becomes essential to their success.

Customer support offers SaaS companies an incredible opportunity to improve their products and build professional relationships with their clientele. Here is how you can offer some of the best customer services to your clients and keep them happy.

Delivering Better Customer Service

Many companies face the challenge of providing good customer service for their products, and for a good reason. Keeping your customers happy is no easy task, especially when your product is in its MVP stages. Therefore, customer service becomes a major pillar that holds your professional relationship together during and after your initial service days.

1. Offer Live Chat

Although every company offers and should offer live calls to concerned customers, having the option to chat live with service representatives is also essential. With today’s hyperactive industry, your clients are in a hurry. That hurry makes them want quick answers, which means that they don’t have time for an email or a voice call.

With the help of live chats, customers can leave their queries or problems in a quick message. And if they need to explain themselves better, they can use the call option and talk to the representative directly. This combo is simply genius and allows your customers to choose how they want to share their problems, as well as how they require help. According to a survey by Kayako, 41% of people preferred live chat support to any other form of support.

2. Keep The Support Option Easy To Find

While it may seem simple, easy to find support options are a great way to keep your customers close. Giving the idea that helps is only a button press away; customers would rather contact support than leave the product itself.

Throughout the user experience, there will be times that your clients will be very frustrated. Whether it’s by your software or external factors, making it harder for them to address these issues won’t help matters. Hiding your support options behind various menus and convoluted tabs can further sour the user experience, eventually leading to the customer leaving.

3. Offer FAQs for Self-Service Individuals

Now, this may seem a little strange, but it makes perfect sense when you think about it. Customer service aims to help customers with problems they may be facing and assist them in overcoming those issues. And with the help of FAQs, you can cater to a multitude of customers that don’t want to ask for help; rather, want to look for it.

According to Harvard Business Review, 81% of customers throughout any industry at least attempt to solve a problem themselves without reaching out to a service representative. Since customers will go out looking for answers on their own anyway, you might as well bring them to your website for help through FAQs.

4. Gather All Complaints And Requests In One Place

Customers always want versatility in how they report their problems. A customer’s ability to convince trumps everything else in terms of both product design and customer service. However, this convenience and versatility can take a serious toll on your company, as there are simply too many outlets for you to look at simultaneously. So why not get a software that does exactly that.

This software scans the internet for mentions of your company throughout various outlets. Clustering all of the data into a single place can help reduce a lot of the clutter and can help prioritize problems that you should fix first, along with what to leave for another day.


Customer support is one of the main pillars that hold a company high throughout their journey. Whether they are a startup or a veteran company, customer service is one of the key factors that determine the success of a product. And with industry as competitive as SaaS, customer service can be a key selling point for smaller companies.