Offer Assistance through Multiple Channels
Have you checked if your customers can contact your team easily? Most SaaS customers complain that they get delayed assistance and may even have to wait for several days to get in touch with a real, human executive. During this time, they often manage to solve their queries on their own or they even end up canceling their subscriptions. So you should embrace an omnichannel support ideology to make sure that your customers are able to contact you through multiple channels and get timely responses from your side. For instance, if you own multiple retail stores, you should establish communication methods such as personal interactions with your employees, social media assistance, and phone, email, and live chat capabilities. This would ensure that your customers have a smooth experience irrespective of the channel they choose. Research indicates that 64 percent of consumers expect businesses to deliver real-time support through all communication channels. Another study indicates that 90 percent of consumers desire for seamless communication with a brand through any channel of their choice during holidays. Omnichannel and multichannel support can improve your profitability to a significant extent. If you are delivering live support, you should let your customers know the time when you would remain available. If you are delivering support through email and there are time zone differences, you should let them know when they can expect a response from you. Fortunately, most people will accept a slower response provided you let them know when they should hear back from you beforehand. Focus on making your processes more transparent; this would make your customers rely on you.