SaaS customer Support Trends 2022
The SaaS industry customer support trends are ever-changing.
As the SaaS Customer Support Trends industry is flourishing,the need for customer support has become a priority for Software businesses.
Valuing your customer experience is a basic practice since the beginning of Businesses. Companies are improving their services and adapting to the new changes in this domain.
Let’s see some of the recent trends in SaaS customer service.
1.Post Sale Assistance in SaaS Customer Support Trends
Post-sale customer assistance is critical in the SaaS world. Businesses can enhance this by proactively offering resources, such as personalized check-ins or tutorial videos, to help new users maximize the software’s potential. A study from [Source] shows that companies providing proactive post-sale support have a 30% higher customer retention rate.Looking forward, emerging technologies such as AI-powered predictive analytics are expected to transform SaaS customer support. These tools can anticipate customer issues before they arise, enabling companies to offer preemptive solutions. The rise of voice-activated support through virtual assistants could also be a game-changer in improving customer experience
Just after new users signup, the support team should approach the customer, before the customer comes to them seeking help.
support executives should be helping new users with the onboarding and initial operation of the software.
2.Cross-sells and Up-sells
Customer support executives play a huge role in potential cross-selling and upselling. Once the customers are comfortable with your support team members, they are likely to accept bits of advice from support agents.
Added benefits like potential upsell and cross-sell is exclusive to companies that provide great support services. A well-trained team can help you leverage more sales from your existing customers.
3.Optimizing for Generation X
Younger customers expect more value within less time. Optimizing services for the easy customer journey is the new trend in SaaS support.
Digitalization and modernization of support services ensure your
services are suited for young customers.
Gen X and Y customers want quick responses and an overall seamless experience. And they expect customer services to initiate immediately after the sign-up.
4.Live chat for Real-time assistance
Another trend in customer service is with Real-time assistance over live chat or via Video calls.
Real-time assistance tools like live chats have taken customer support services to great new heights. Real-time responses, help customers with discovering more about a product or feature. Live assistance has been a proven support model, resulting in more sales and better customer satisfaction.
5.Mobile First services
A lot of customers browse through mobile devices. Considering that one can deliver services just for mobile users.
Mobile-friendly web pages, easy navigation, and easy access to support widgets are some basic things that impact the mobile-first support experience.
Since a lot of customers are approaching your services from mobile, investing in support services dedicated to mobile users is important.
6.Ai Chatbots
Ai chatbots is another trend in Customer support. Ai chatbots minimize human intervention to a great extent, making them useful for customer service purposes.
With automated replies, chatbots can help in support services.
Ai chatbots can handle multiple queries at the same time, unlike human assistants.
By assigning chatbots for routine questions, human assistants can help users who are looking for specific solutions. A lot of SaaS providers have already realized this cost-effective solution.
Outsourced SaaS customer support
SaaS providers are partnering with outsourced support services providers. SaaS customer support services require a dedicated team.
Assigning your support services to an experienced provider helps your support services to run seamlessly.
In conclusion, keeping up with SaaS Customer Support Trends is vital for business growth and customer satisfaction. By focusing on post-sale support, leveraging AI, and optimizing for mobile, companies can ensure they stay competitive in a rapidly evolving industry