With the right team, Software as a Service (SaaS) is a simple and effective distribution model, but you still need excellent customer service to help you stand out from the crowd.
By 2020, Gartner estimates that the cloud computing industry will be worth $390B and SaaS will be leading this growth with an 18% compound annual growth rate. To keep up with competition and trends, hosting has become a necessity, but it’s still increasingly hard to establish a unique selling point for many.
SaaS companies typically concentrate on making their application relevant and ensuring the app has enough features to keep customer’s happy. Although this is part of the solution, many forget that customer service is vital and can make all the difference.
As an example, accountancy software is one specific vertical that’s growing from strength to strength and customer service is especially important in this area. If a customer has a choice between a brilliant system that only offers email support or an equally brilliant system where you can pick up the phone and speak to someone, then they’re going to pick the latter.
The cloud, application and customer service are now all equally important and happy customers lead to recurring revenue.
Simple steps to happy customers
Your website makes a massive impact on a person’s opinion of your business. Having a good navigational structure, no 404s and content that’s easy to understand can make all the difference in avoiding click rage. You should also have an easy to sign up process, with a comprehensive knowledge base full of common FAQs for your software.
Speaking from experience, one of the most frustrating things is when you need to contact someone and they don’t pick up the phone! Speaking directly as a customer, you need to offer a range of contact options, including live chat, email, telephone and social media. The faster you respond to customers, the happier they will be. Customers also want an excellent service, knowing that there’s someone they can get in touch with quickly to manage and resolve their problems, so account managers are usually a good option to implement.
As I mentioned above, in addition to excellent customer service and feature filled application, you need to offer a highly available cloud deployment method. Partnering with a reliable hosting provider can mitigate a lot of the issues of hosting the software internally, while also providing additional benefits to both you and your customers.
Some of which include:
- Lower cost of entry
- Lower total cost of ownership
- Trading customer CapEx for OpEx
- Faster implementations
- No internal setup costs
If you’re interested in changing providers or exploring cloud software hosting in general, we’re more than happy to help. We offer a free 30-day proof of concept for developers that includes free evaluation servers, technical and business advice with pay as you grow hosting.
If you’d like more information or just to speak to a member of the team, feel free to contact us using the form below or call us on 03453 888 327