Proactive customer service aims to solve problems before they arise and be truly customer-centric. Keeping up with the competition means differentiating your support. It doesn't matter if you have a revolutionary product; you have to be able to respond quickly when problems arise, so you don't get left behind by your competitors. This blog looks at ways you can differentiate your SaaS support.
Rule #1 - Your customer wants omnichannel communication, so be ready
Make sure you're using the right channels to communicate with your audience. Customers shouldn't have to use something they don't want just because that's the only option you offer. Find out what channels work best for your customers. You'll be able to resolve issues and address complaints in a way your customers will appreciate.
An example of the success we can learn from is Mention's support team reducing churn by 22% by figuring out which channel their customers like and using it to communicate to them. They stood out from their competitors by segmenting their audiences and optimizing their responses.
Consider using helpdesk software like Zendesk, and you can optimize your communication channels and make a huge difference. Your customer base will grow faster if you lower churn even by just 1% through good communication.
Rule #2 - Make your support team productive and scalable with the right product
Make sure you invest in your tech team but don't forget about your support team. Please don't leave them high and dry. The number of support staff you need and their pay will depend on how many customers your product has and how complicated your onboarding is. Using the right software, you can get the most out of your team allocation.
Here's an example from a local electronic megastore in Singapore. With about 500 questions flooding into their WhatsApp every week, you'd think they'd need a huge team to deal with them all. However, they only need a team of two because they invested in software at the right time. This two-person team can handle just about anything.
Just like DSM Suite 2.0 Suite with Omnichannel (Chatbots, Live Chat, or Messaging Apps), no matter the size of your team, support agents can handle multiple messages since everything goes to one inbox. They can eliminate time-wasting switching between different messaging apps and duplicating efforts across systems and reduce the number of errors. Best of all, it is a complete digital solution in one place that integrates your omnichannel support with your e-commerce site, CRM, and ERP.
Final Thoughts
Empower your support team.
Make your team's jobs more accessible by giving them a tool that can automatically prioritize tickets so they'll be able to fix issues that could make customers leave forever quickly. You should train them to offer easy self-service options to your customers. Empower them with tools and knowledge; you'll have fewer tickets and faster resolution times for your customers. The shorter the resolution, the happier your customers and the more valuable they are.
Get your free trial on Zendesk Suite (Support, Chat, Talk & Guide) and empower your team to prioritize tickets and resolve issues faster, so you can stand out as a company that cares about your customers' needs. As a Zendesk partner, Zooloo can provide you with everything from sales to consulting, implementation support, and system integration. Feel free to contact us at sales@zooloo.asia.
- Discover more about Customer Engagement Strategies
- Find some tips on e-Commerce Strategies
- Looking closer at e-Marketplace Strategies
Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
