How SaaS Tools Can Help Improve the Customer Experience

October 29, 2019 Jason Grills

Meeting customers’ expectations isn't just a goal for many companies - it's essential for their long-term success in the current competitive market. 

Customers are willing to spend 16% more for a good experience - and one-third of customers will leave a company they love after having just one bad experience. 

Certain SaaS tools can help provide this extraordinary experience. And you don't need us to tell you that it costs 5x more to acquire a new customer than to retain an existing customer...so these SaaS tools are pretty cost-efficient, too. 

The Usual Pain Points In Customer Satisfaction

Certain SaaS tools will provide better results for your business than others; there is no one-size-fits-all solution. To determine which tools will best address your customers’ needs, you must first understand your customers’ needs. Some of the most important factors that shape customers’ experiences are:

- Communication (including responsiveness and efficiency of the available communication channels)

- Availability and clarity of information (providing well-organized and thorough facts about your business and products/services)

- Accuracy of the information (including keeping content up-to-date, especially changes in business and products/services)  

What Are The Best SaaS Tools For Addressing These Issues?

#1 Live Support Chat Software

Live support chat has become a valuable asset for every business working to improve customer service. According to Invesp, 73% of customers find live chat to be the most satisfying way to communicate with a company and 63% are more likely to revisit websites that offer live support chat. 

How does live chat software address pain points?

Well-chosen and well-implemented live chat software backed by trained operators will successfully address many communication issues and create conditions for a better customer experience for several reasons. 

First, it allows your business to be open to customers beyond your standard hours; and, second, live chat software lets you answer questions and share information in real time. Not only will you meet your customers’ expectations, but you may also see an increase (typically as much as 20%!) in your conversion rate. 

Third, because of its numerous technical and psychological advantages, live chat can help you improve overall customer service and exceed customer expectations. Your customers get more than just instant feedback - they also feel more relaxed, can multi-task, and don’t need to try to remember or write down everything from the conversation (which is the typical scenario when it comes to call-center support). These benefits are one more way you can go above and beyond your customers’ expectations. 

#2 Knowledge Base

As customers’ requests and questions become more frequent, live chat support can become a busy environment. And answering similar questions again and again over live chat may not be very efficient. 

Knowledge base software - another handy SaaS Tool - is a great way to organize information that customers may request frequently. It allows you to classify and organize large amounts of information that you can then share internally as well as publicly with customers. 

How does knowledge base software address pain points?

Knowledge base software does more than save your live chat agent’s time and energy. It also directs customers to accurate and reliable content that they can use to learn more about the topics they want to explore without needing to contact you directly. Knowledge base software appeals to the changing habits of customers, namely that 51% of customers across all demographics prefer getting technical support via a knowledge base and that 89% of Millennials use a search engine before deciding to reach out to support. 

Exceed Your Customers’ Expectations: Get The Right SaaS Tool

Losing customers is costly, and it makes sense to layer in a few technology tools to keep them happy.

Live support chat facilitates real time communication with customers and empowers you to engage with them proactively by providing them with the right information when they need it. Knowledge base software is another efficiency builder. It allows your customers to independently research and analyze your brand and products, something they’ll certainly appreciate.

About the Author

Jason Grills

Jason is a Sr. Technical Writer currently associated with ProProfs Chat. He enjoys writing about emerging customer support products, trends in customer support industry and the financial impacts of using such tools. In his spare time, Jason likes traveling to learn about new cultures and traditions.

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