Every Support team often hits a point where the volume of support tickets or emails grow large enough to increase stress levels and then the ability to carry out responsibilities suffers. It then becomes very difficult and important to decide, how to tackle all load and which ones to tackle first. All along the process of closing the support tickets, it’s equally important to identify the right leads so that the sales teams can start their part of the role as soon as possible.
Customer Success is a new discipline that brings together the business functions involved in post-sales processes in Software as a Service (SaaS) companies. The growth of a SaaS applications is driving an emphasis on product adoption, usage, and churn - because it’s easier than ever for the customers to switch services at the time of subscription renewal. Your best bet to avoid this is to keep your customers happy with your product. If they’re happy they’ll use it, renew it, buy additional products and provide insightful feedback. After all, it’s customers who keep the companies in business.
Churn rate is easily one of the most essential metrics when measuring the performance of SaaS businesses such as Statusbrew. Success depends on not just getting customers, but on keeping them over time as a lot of time and money is spent on acquiring new customers. Since this investment pays off over time, the goal should be to have customers stick around for as long as possible. If your churn rate stays low, then there is one less thing to worry about in a SaaS model.
Social Media has changed the dynamics of how we use the Internet. This has induced a need to provide Customer Service on Social Media.