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Complete Guide to Choose Best Customer Success Software for SaaS

Customer success software for SaaS

SaaS or Software as a Service is a highly competitive market with a net worth of nearly $160 billion. More than 16,000 SaaS organizations worldwide are trying to sell their offerings, retain valuable consumers as well as expand into newer domains and markets.

The competition is huge, and the market is quite limited in this situation. How can your SaaS company ensure consistent profits without ever compromising on the overall quality of the products? It’s a tricky question, right?

Well, the right answer will be successful SaaS customer service.

Now, how are you going to make customers happy? Here you need some great tools, what are those?

Well, let’s discuss those amazing customer success software for SaaS companies that you can use to have satisfied customers.

What is Customer Success Software?

First, let’s understand what a customer success tool actually is. In simple terms, these tools will help your SaaS company to engage with the customers proactively and offer great assistance beyond their expectations.

The perfect customer success module must include:

  •  Customer support software (live chat, video chat, voice chat, screen sharing, co-browsing)
  • Customer feedback
  • Reporting and analytics
  • Multi-channel customer support (Facebook, Viber, WhatsApp, Telegram, etc)
  • Team productivity
  •  API and SDK

 The more you expand your company, it becomes important to get detailed information about your customers, their behavior on your website, thoughts, and nature for building a meaningful relationship with them. 

Here in this blog, we will discuss some great SaaS customer success software or tools which can help you to achieve these goals.

 

Best Customer Success Software for SaaS Business

1.  Customer Engagement Software

Each interaction with your customers contributes to framing a bigger picture. You may have used automation methods like chatbots or getting your live chat agents to help customers, and each of these initiatives is considered to be a thoughtful step for a better customer experience.

This SaaS customer success software helps you to manage those operations from a centralized space, not only for interacting with your customers but also for more reporting and measuring the effectiveness of the whole process over time.

Let’s make it short and simple. Customer engagement is mandatory for every segment of your journey, be it marketing, sales, or support. So, let’s have a look at some important areas to consider before selecting the right kind of SaaS customer success software.

Key Features:

  •  Live Chat

This special feature helps to engage with your customers on the website or mobile app in real time and offers instant assistance through live chat. You can customize your live chat widget to match the look and feel of your company website or app.

  •  Video Chat

This solution enables your support team to interact directly with the consumers through video chat. Video recording is also available to keep track of and measure the productivity and quality of your support service. It not only reduces the average call handling duration but also drastically increases customer satisfaction rate and sales conversions.

  • Voice Chat

This special feature enables your customers on the website or mobile app to directly call your support agents for any kind of instant assistance, that too without any additional plugins.

  • Screen Sharing

It’s a great feature of SaaS customer success software. Suppose as a customer I am facing some issues on your website and need some instant help. Isn’t it great if someone can offer real-time assistance? Here comes the role of screen sharing. Your customers can share their web screens with the support agents, and they can solve the issues in real-time. The best part is, with WebRTC technology, screen sharing does not require any kind of installation or plugins.

  • Co-Browsing

Well, it is one of the most useful features for offering a better customer experience. Also known as collaborative browsing, it helps your support team to directly collaborate with your consumer’s web browser in real time. Here the agent can see the customer’s screen to understand the issues and jointly navigate to help him solve the problems.

Empowered with WebRTC (Web Real-Time) technology, this co-browsing solution does not require any plugins, installations, or downloads.

  •  Chatbots:

Want to automate the whole process of chat interactions? Here comes the great Chatbot in the picture, a great SaaS customer success software to have.

This is basically an AI-based computer program that replicates human interactions. With the help of Natural Language Understanding (NLU) and Natural Language Processing (NLP), a chatbot understands the human first and then converts the textual or audio inputs of a customer into structured data. Every structured data has predefined answers. Here chatbots first process the given data and then deliver the predefined responses and guess what! The whole process is completely automated, thus eliminating the requirement for a human agent.

 

Tools to Consider: REVE Chat

REVE Chat is undoubtedly one of the best SaaS customer success software to choose from.

Most of the new consumers for any of your SaaS offerings will have queries and they are going to search for valid answers. To resolve the issues, you have several options to offer. Either they will be directed to your support team for initiating a live/voice or video chat, will get automated replies through chatbots, or the support team can proactively engage with them to offer instant assistance.

REVE Chat offers all of the above. It’s a complete one-stop solution to make your customers the loyal ones.

 REVE Chat’s Best Features:

  • Live chat, Voice chat, and video chat
  • Proactive chat
  • Multi-channel customer support (Facebook, WhatsApp, Viber, Telegram)
  • Co- browsing
  • Queuing
  • Triggers
  • Chatbots

Tools to Consider- Helpscout

Live chat, in-app messaging, and chat inbox management are some of the best features of HelpScout, but its Knowledge Base is a highly recommended feature.

It enables you to create your own help center with different articles and common FAQs and allows customers to self-servicing.  What are the benefits here? Customers don’t get frustrated by opening a support ticket and waiting for the answers and it also saves the valuable time of your support team. According to HelpScout, you’ll reduce support volume by at least 20%.

Helpscout’s Best Features

  • Knowledge base
  • Live chat facility
  •   Shared inbox
  •   Reports and analytics
 Tools to Consider: Intercom

It’s a great platform to engage with your consumers irrespective of their geographical location. From offering proactive assistance for your customers to handling the entire marketing campaign, you can get a lot for your SaaS company with this excellent tool.

Apart from sending proactive chat requests, you can also build engaging SaaS product tours on your website. Not only these, but with Intercom, you can also create all your targeted announcements regarding the new features, updates, importance of sign-ups, and other important information.

Top Features of Intercom:

  • Chatbots
  •  Creation of customizable banners
  • Proactive chat
  • NPS survey to monitor the quality of customer assistance
  • Testing of messaging series to understand the performance of marketing campaigns

2. Analytics and Reporting:

In short, it helps you to control your whole support team. Just one look and you will get an idea about how your support team is performing.

This special SaaS customer success software always gives real-time analytics and insights about your consumers and support team. Here you will get an overview of your team performance with several key metrics like, ratings, total login time, missed chats, number of chat handles, chat volume, queue, offline messages, etc. Apart from that, it also offers analytics related to the customers like the number of pages viewed, geographical location, browser, which OS they are using, and many more.

 

Key Features:

  • Visitor Analytics

This specific feature helps you to monitor your website traffic and based on that provides a detailed visual report. It gives an idea about your customer’s complete website journey, their total number of visits, conversations with your team, and their demographics.

  •  Customized Reporting

With such an advanced reporting tool, you will get a deeper insight into both customers and the overall productivity of your support team.

  • Agent Performance

This is undoubtedly one of the most useful features of SaaS customer success software. You always need to keep an eye on the overall performance of the support team and your reporting software must offer this feature.

It gives detailed analytics about the total number of missed chats, handled chats, availability, ratings, wait time, chat volume, chats transfers, number of used canned messages, etc. So, through these metrics, you can easily understand how your agents are performing and what are the areas of improvement. 

  •  Integrations

Always remember to select a customer success software that offers seamless integration with most of the popular platforms like Intercom, Slack, Zapier, Zendesk, Segment, etc

Tools to Consider: Mixpanel

As a great analytics platform, Mixpanel offers customer insights not only across the web but also on Android and iOS apps. You will get an idea about the conversions, bounce rate, active usage, quality of customers, and other retention drivers.

It gives an idea about why the potential customers are not converting, and the generated reports help to understand the driving factors behind the drop-offs and customer retention.

Key Features:

Behavioral Analytics: Provides information about how the customer behaves on your website or mobile app. You can measure the actions that a customer takes after every signup.

Segmentations: You can segment the users based on several predefined attributes and get useful insights.

Group Analytics: Offers company or account-related reports.

 Tools to Consider: ChartMogul

It is another great tool to analyze data and other patterns for your SaaS company. Here the revenue metrics are displayed in the form of LTV, MRR, ARR, churn, etc. With its segmentation feature, you will get much deeper insights into all the important factors related to customer retention and different ways of optimizing your SaaS business.

Key Features

  • Simple UI: With a simple easy to understand interface, you can have a glance at all the usage metrics.
  • Integration: ChartMogul can be integrated with Intercom, Slack, Zapier, Zendesk, Segment, etc.

3. Customer Feedback Software

Here the main mantra is to take all the guesswork out of your consumer happiness. Just ask them whether they are happy with you or not.

You need to understand their needs and expectations, and the best way should be to ask them directly. The customer feedback tools help you to do so.

There are several great feedback collection tools available in the market to understand what customers think about your company. You will get many customizable templates to complete the process. You can run the survey process by sending web links or emails, asking them to rate your service after each live chat, voice, or video chat session.

You can choose from customer satisfaction (CSAT), Net Promoter Score (NPS), or Customer Effort Score (CES) survey methods to measure the loyalty of the customers at any touch point.

Key Features:

  • Multi-Channel Support: Here you can send survey sheets via several in-app widgets, email, or other survey pages.
  • Rating: After the end of every real-time chat assistance like live chat, voice, or video chat, you can ask your customers to give you instant feedback.
 Tools to Consider: Refiner

The refiner can be an ideal customer success software for SaaS companies. It enables you to create micro surveys and send them to all your segmented users.

Here you can create three kinds of customer surveys- CSAT (customer satisfaction), NPS (net promoter score), and CES (customer effort score). Apart from that, Refiner can be used for other fields like user research, product growth marketing, SaaS product management, and so on.

Key Features:
  • Multi-Channel Support: The survey results can be sent via survey pages, email, or in-app widgets.
  • Analysis: Refiner reporting and other segmentation features help to deeply analyze the survey results.
  • Integrations: Refiner can be integrated with several other tools like Google sheets, AirTable, Zapier, Hubspot, Mixpanel, and many more.
Tools to Consider: Typeform

It’s a great SaaS customer success software for gathering customer feedback. You can develop surveys, forms, and even funny quizzes that customers will enjoy answering. The aim here is to build a proper conversation with the users rather than only asking back-to-back questions.

Typeform is very easy to use. They have many templates, and photo and video libraries to choose from for making your survey much more attractive and interesting. Once ready, just embed that form or quiz on your website, send it through email, or just share the link.

Typeform collects the responses and based on that produces high-quality reports. It can be integrated with HubSpot, Mailchimp, Slack, Autopilot, etc.

 

4. Team Productivity

To provide the best customer service, your team must be very efficient. After all, your support agents are the ones who come up front and handle your customers. So, for your company, you must choose the right tool that helps to boost team productivity.

There are several tools available in the market but before selecting the right one, you need to check the must-have features mentioned below:

Key Features:

  • Tags

The support agent can categorize and segregate all the chats by adding tags. So, whenever he wants to find a specific chat, he can just type the tag, and all the chats under that tag will appear in front of him.

  • Desktop Notifications

Notifications are important for faster response. Here the support agent will get a desktop notification for every chat message and respond faster while navigating the other pages.

  • Canned Responses

There are several common queries customers have. Canned responses help to create some predefined answers to common questions. So, it reduces the response time. Whenever a customer asks a very generic question, the predefined canned response can be sent for faster resolution.

  • Customer Views

This specific feature allows you to understand the customers. You can get a historical overview of their activities on your website or mobile app, and past conversations for a specific period. This helps to understand the customer in a better way thus the agent can provide more personalized assistance.

Tools to Consider: Social intents

It’s a great customer success software for SaaS companies if they want to offer live chat service to users. Social Intents allows your support team to use internal communication platforms like Slack or MS Teams, Zoom, or Webex for offering live chat assistance to customers.

Key Features

  • Customizable Chat Widget: customize the chat widget to match the look and feel of your website. Here you can personalize colors, texts, default responses, etc. 
  • Chatbots: It helps to automate the whole customer support process.
  • Canned Responses: You can send predefined chat responses for replying faster to common customer queries.

 Tools to Consider: REVE Chat

REVE chat is a live chat software that helps to offer instant assistance to your website visitors. Its omnichannel consumer engagement platform will get you happy customers and more sales conversions.

It offers multi-channel customer support on popular messaging apps like Facebook, Viber, WhatsApp, and Telegram.

Integrations: REVE Chat can be integrated with the most popular channels like WordPress, Joomla, Magento, Drupal, Weebly, MODx, and many more.

Key Features:

  • Tags: Add tags for tracking and categorizing all the chat conversations
  • Desktop Notifications: Here the support agent will get a desktop notification for every chat message and respond faster while navigating the other pages.
  • Canned Responses:  help to create some predefined answers to the common questions.
  • Customer Views: You can get a historical overview of their activities on your website or mobile app, and past conversations for a specific period.
  • Auto Triggers: With URL-based auto triggers now target the website visitor with a more personalized message.
  • Department Management: This feature helps to route the chat requests to the right team resulting in more efficiency and faster response.

5.     API & SDK

Application Programming Interface (API) will help your SaaS application to connect with other applications and this is perhaps the main method of how most SaaS apps restore and update data. 

Now you must be thinking about why to offer APIs and why your customers want them. APIs help the channel partners to connect several sets of applications to meet some specific needs of consumers.

Key Features:

Developer API

With the developer API and mobile SDK, you can offer in-app messaging service, and voice and video chat support to your customers.

Android SDK

You can offer instant messaging and chat support in your Android mobile apps.

iOS SDK

You can offer instant messaging and chat support in your iOS mobile apps.

Tools to Consider: Live Chat Inc

It is the great customer success software for SaaS you can think of. Its chat SDK has been designed to help developers build apps in a much quicker and easier way.

It provides a better way for your customers for engaging with live chat, voice, or video chat, on your website and mobile apps.

Tools to Consider: REVE Chat

You can definitely add chat and messaging support to your website and mobile apps with REVE Chat’s API and mobile SDK.

         Key Features:

  • Video chat
  • In-app messaging
  • Visitor analytics
  • Co-browsing
  • Customization

 Key Takeaways:

Now, you must have understood that no matter how great your product offerings, marketing activities, and advertisements are, without a proper well-structured support team that uses effective customer success tools, your SaaS company is going to lose customers.

These CS tools help to make customers happy and turn them into loyal ones. But you must understand the criteria to look for while choosing the best customer success software for your SaaS company. I hope this blog will help you to choose the top best SaaS customer success software that will become a game changer for your business.

Good luck to all of us!

You can start your SaaS customer service journey with REVE Chat and make your existing customers the loyal ones.

Start Using REVE Chat Now!

Start a 14-day free trial, no credit card required!

Suvashree Bhattacharya
Author’s Bio

Suvashree Bhattacharya is a researcher, blogger, and author in the domain of customer experience, omnichannel communication, and conversational AI. Serving as a content marketing strategist at REVE Chat, she develops contextual and interesting content for customers from different industries and segments like customer service, customer satisfaction, engagement, messaging platforms, etc. Passionate about writing and designing, she pours her heart out in writeups that are detailed, interesting, engaging, and more importantly cater to the requirements of the targeted audience. Her interests include reading, painting, and traveling.

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