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For every SaaS business, support is the key area that must be flawless.
9 out 10 customers abandon a business because of a poor customer support experience. You don’t want to be that business, do you? Let’s have a look how we take your technical support to next level.
For every SaaS business, support is the key area that must be flawless.
9 out 10 customers abandon a business because of a poor customer support experience. You don’t want to be that business, do you? Let’s have a look how we take your technical support to next level.
Technical Support
1
Make Support Easy to Find
When app users need support, they have already entered in frustration mode. Whatever the reason is, they start finding support link. If frustrated users can’t locate the support link within10-15 seconds, their frustration grows. Support tab must be right under the eyes of users all the time.
We know how to make it possible and convert frustrations in to happiness by making it easily accessible and delivering immediate assistance.
1
Make Support Easy to Find
When app users need support, they have already entered in frustration mode. Whatever the reason is, they start finding support link. If frustrated users can’t locate the support link within10-15 seconds, their frustration grows. Support tab must be right under the eyes of users all the time.
We know how to make it possible and convert frustrations in to happiness by making it easily accessible and delivering immediate assistance.
2
Interactive Knowledge Banks
We make keyword search based knowledge centers on your product websites where potential customers can search their every possible concern before they actually buy your product.
We keep on monitoring overall health of your knowledge centers and documents and checkout failed search queries. On the other side we find out frequently reported issues in support tickets and publish their solutions that are easily accessible within app or on your website.
2
Interactive Knowledge Banks
We make keyword search based knowledge centers on your product websites where potential customers can search their every possible concern before they actually buy your product.
We keep on monitoring overall health of your knowledge centers and documents and checkout failed search queries. On the other side we find out frequently reported issues in support tickets and publish their solutions that are easily accessible within app or on your website.
3
Understand and Fix the Cause of Issues
An ounce of prevention is worth a pound of cure. Support requests normally fall in to three major categories. Bugs, missing features and confusing or hidden features.
We checkout daily bug reports, user feedbacks and frequently reported issues in order to create your product performance KPIs. We set the frequency of new releases, fix bugs in real time and publish your product manuals to explain every single feature.
3
Understand and Fix the Cause of Issues
An ounce of prevention is worth a pound of cure. Support requests normally fall in to three major categories. Bugs, missing features and confusing or hidden features.
We checkout daily bug reports, user feedbacks and frequently reported issues in order to create your product performance KPIs. We set the frequency of new releases, fix bugs in real time and publish your product manuals to explain every single feature.
4
Omni Channel Approach
Ideally all support requests should go to one place. Email support tickets, live chat transcripts, messages on social media and new support issues reported in your product community must be dealt on a centralized platform.
We see B2B and B2C support differently and channelize communication according to your clients and customers’ preference. Every channel has its own unique KPIs and we are always on the move to monitor health of every channel.
4
Omni Channel Approach
We decide and track metrics that are centric towards your product usage and its overall performance. We prepare KPI reports separately for your product’s introduction stage, growth stage, maturity stage and then go for its stability reporting.
Our product performance metrics include but not limited to % of daily and monthly active users, % of healthy accounts, product usage, sessions per user, onboarding engagement, product adoption rate, and single feature engagement.
5
Support Policy Documentation
The purpose of this document is to explain the process by which technical issues are resolved.
The scope of this document covers all cases of all severity types. For example, how to resolve conflicts between end user and client side, how to react on user’s license breach, how your software app will get compliance certificates, what are the limits of level 1, level 2 and level 3 support teams.
5
Support Policy Documentation
The purpose of this document is to explain the process by which technical issues are resolved.
The scope of this document covers all cases of all severity types. For example, how to resolve conflicts between end user and client side, how to react on user’s license breach, how your software app will get compliance certificates, what are the limits of level 1, level 2 and level 3 support teams.