How do self service SaaS businesses handle customer service?

SaaS businesses with an annual revenue less than $25,000 or so need to rely heavily on automation to make the financials work.  One area is awareness generation and sales fulfillment - they typically employ inbound marketing / content marketing techniques and utilize self-help mechanisms for customers to sign up for a subscription plan.  But what happens to customer service?

Customers will have issues and concerns that need to be addressed, yet these types of businesses need to keep costs low.  The best way to provide a great customer experience while minimizing the headcount in customer care is to develop a self-service model for customer support.  There are two key building blocks for a great self-service customer care experience:

  • A comprehensive, searchable and browsable knowledge base.  Zendesk has a great help center that includes not only answers to commonly asked questions, but also tutorials on how to get things done.  The majority of the cost is in getting enough content to seed the knowledge base with.  Thereafter, depending on the scale of the knowledge base, it should be able to be maintained over time with a very light demand on person-hours - mostly spent adding answers to new questions posed and keeping answers up to date.
  • A managed forum where customers can offer each other peer support.  Zendesk also has a forum where users can engage with each other in a community. A successful community needs at least 500 engaged members and needs a community manager to foster communications and collaboration.


Was this article helpful?
0 out of 0 found this helpful

      This website and all posts and content are intended for educational purposes only and for no other purposes. This website does not and is not intended to provide legal, financial or tax related advice. Although we take great care to make sure that all of our information is accurate and useful for it intended educational purposes, if you have a specific issue for which you need actionable advice, please come to the Martin Trust Center in person to speak to one of our Entrepreneurs in Residence (EIR) or consult a licensed attorney or other professional. Despite the backgrounds and qualifications of our staff, mentors, lecturers, authors, EIRs and speakers no attorney-client, advisor, or other confidential/privileged relationship exists or will be formed between you and the Martin Trust Center or the Massachusetts Institute of Technology. Under no circumstances should any content be relied upon in making any decisions that could have any financial or legal impact(s).
Have more questions? Submit a request


Powered by Zendesk