Customer support is one of the most important aspects of any business.
When customers have a good experience with customer support, they are more likely to come back and recommend your company to others.
On the other hand, when customers have a bad experience with customer support, they are likely to tell their friends and family about it, as well as abandon using a product or making a purchase altogether. In fact, 78% of customers have given up on a transaction because of a negative customer experience.
In the software as a service (SaaS) industry, customer support is especially important because customers are often relying on the software to do their job. So, if something goes wrong, they need to be able to rely on customer support to help them fix the problem quickly so they can get back to work.
In this blog post, we'll discuss ten reasons why customer support is important for your business.
What is customer support?
Customer support is the process of helping customers with problems or questions they have about a product or service. This can involve everything from providing technical support to answering product questions to processing refunds and returns. In general, customer support is about providing a high level of service to customers and ensuring their needs are met.
When it comes to SaaS products, customer support often takes on a more technical nature. This is because SaaS products are usually complex and require a certain level of expertise to use effectively. As such, customer support for SaaS products often involves:
- Providing technical assistance
- Answering product questions
- Troubleshooting software issues
- Giving step-by-step instructions
- Screensharing and cobrowsing to fix issues
- Effectively communicating feedback to product development teams
10 reasons why customer support is important
Customers are the lifeblood of any business. Without customers, companies would not exist. Therefore, it's essential to do everything you can to ensure that your customers are happy and satisfied. Here are ten reasons why customer support is important for businesses:
Helps you retain customers
In today's competitive business landscape, customer support is more critical than ever. Why? Because happy customers are more likely to stick around and choose your products instead of your competitors. In fact, 93% of customers are likely to make repeat purchases with companies that offer excellent customer service.
When you provide exceptional customer support to your customers, retention rates will continue to grow. This, in turn, will lead to more sales and revenue for your business.
Works as an engine for growth
Excellent customer support is essential for any company that wants to grow and thrive. By investing in the right tools and dedicated software, businesses can create faster and more efficient interactions with customers, leading to lower churn rates and increased lifetime value of each customer. In addition, excellent customer support helps to bridge the gap between the company and its customers, fostering a sense of loyalty and trust. When done right, customer support can be a powerful engine for growth, constantly helping your company to thrive in the SaaS world.
Reinforces your company value and brand
Happy customers are the best advertisement any company can ask for. 72% of customers will share their good experiences with others. It's no wonder, then, that companies with exceptional customer support often reap the benefits in terms of brand recognition and customer loyalty.
Your customer support team is on the front line when it comes to representing your company to the world. That's why it's so important to make sure they are trained in your company's values and brand message, as well as know how to communicate in the right tone and voice. By doing so, you can be confident that they will spread the word about your business in the most favorable light possible.
By investing in your customer support team, you're not only reinforcing your company values and brand message, but you're also ensuring that your customers have a positive experience every time they interact with your business. And that's something that any company can benefit from.
Excellent customer support is one of the most effective ways to generate referrals for your business. This word-of-mouth marketing can be invaluable for companies, as it is often more trusted than traditional advertising. In addition, businesses with high customer satisfaction scores tend to have higher Net Promoter Scores (NPS).
NPS is a measure of customer loyalty and can be used as an indicator of future growth. Therefore, providing outstanding customer support is conducive to immediate sales and can lead to long-term success.
Decreases customer churn
SaaS companies have to work hard to differentiate themselves in a crowded marketplace. In addition to offering a unique product, they must also provide excellent customer support in order to retain customers. Excellent customer service includes everything from a smooth onboarding experience to prompt and helpful customer support. By taking active steps to improve the customer experience, SaaS companies can decrease customer churn and keep their business growing.
Increases customer lifetime value
Customer lifetime value is the total value of all the purchases a customer makes throughout their relationship with a business. By providing excellent customer support, companies can increase the lifetime value of their customers. When customers don't churn, they will stick around longer, generate more value and become more engaged with your product. In addition, satisfied customers are more likely to become brand ambassadors and refer new customers to your business.
Encourages you to be proactive
You don't want to have to wait for customers to reach out with issues because, at that point, it may already be too late. Excellent customer support means being proactive and addressing problems before they become more significant issues. Plus, 87% of customers want to be proactively reached out to by a company for customer support-related issues. Therefore, using a tool like Fullview Replays is essential for any business that wants to provide the best possible customer experience.
Fullview Replays makes it easy to identify issues and deploy fixes even before your customers reach out with a problem by recording every user interaction within your site or app. This not only saves you time and resources, but it also helps to build customer trust and loyalty.
In addition, Fullview Replays provides valuable insights into how your customers use your site or app, which can help you to improve the overall design and user experience. If you're serious about providing the best possible customer experience, Fullview Replays is a must-have tool.
Gives you a competitive advantage
By offering proactive support, you can ensure you stay one step ahead of your competitors. In today's competitive marketplace, businesses must go above and beyond to stand out from the crowd. By offering excellent customer service, you can give your business a competitive advantage, ensuring that your customers remain loyal and continue to do business with you.
Gets everyone on the same page
At its most basic, customer support is about solving problems. Whether it's a product issue or a billing question, customers need to know that their concerns will be resolved promptly and efficiently. But to provide great customer service, you need to have a deep understanding of your customers' needs. And that's where getting everyone on the same page comes in.
By involving everyone in customer support, you'll ensure that everyone has a deep understanding of your customer's pain points and needs. As a result, you'll be able to provide better, more tailored solutions that will resolve your customers' issues quickly and effectively. In short, getting everyone on the same page when it comes to customer support is essential for providing excellent customer support.
It's good for your bottom line
Any business owner knows that acquiring new customers is essential to the success of their enterprise. But what is often overlooked is the importance of retaining those customers. In fact, studies have shown that it can be up to five times more expensive to acquire a new customer than it is to keep an existing one happy. That's why investing in good customer support is so important.
By ensuring that your customers have a positive experience with your business, you're much more likely to keep them coming back - and that's good for your bottom line. So if you're looking to improve your bottom line, don't forget the importance of good customer service. It could be the key to success.
Customer support is essential for any business that wants to be successful. By being proactive, getting everyone on the same page, and investing in good customer service, you can give your business a competitive advantage and improve your bottom line. If you haven't invested in creating a stellar customer support experience for your business, now is the time.
Ready to take your customer support to the next level and check all these boxes? Fullview can help! From cobrowsing, to screen control, to session replays, to easier debugging, we offer everything you need to create exceptional support experiences. Sign up today to start your journey towards supercharging your support team.