如何管理SaaS客户支持
发布时间： 12 月 23, 2024
最后更新： 12 月 27, 2024
为了给您的SaaS提供有效的客户支持，您需要了解您的客户，提供合适的支持渠道，并为您的团队提供正确的工具和培训。本指南解释了如何构建一个解决用户问题的客户支持系统。
定义您的支持渠道
在选择支持渠道时，请考虑您的客户偏好。您需要了解他们喜欢如何获得支持，并以他们喜欢的方式提供支持。
在您开始选择渠道之前，请花点时间真正了解您的客户群。可以将其视为创建客户画像：
- 他们是谁？ 您的客户是喜欢在线聊天的精通技术的千禧一代吗？还是可能更喜欢电话沟通的年长专业人士？了解他们的年龄、对技术的熟悉程度以及首选的沟通方式将指导您的选择。
- How Do They Use Your Product? Knowing their pain points will help you match the right channels to their needs.Do they mostly use your software on their computers or on their phones? This can help you decide whether to prioritize mobile-friendly support options.
- 他们通常面临哪些挑战？ 他们最常遇到哪些问题或难题？ 找出客户的痛点可以指导您选择适合他们特定需求的渠道。
现在您可以开始定义支持渠道。让我们研究一下可用的选项，以确定哪些选项最符合您客户的需求。
1. 电子邮件和工单系统
对于需要详细解释或对时间不敏感的咨询，请考虑使用此支持选项。详细解释问题有助于更彻底和周全的回复。可以将其视为书面对话。
Pros: Detailed explanations, time for thoughtful responses, documentation for future reference
Cons: Not a solution that lends itself well to timely inquiries.
Best for: This channel is suited for inquiries related to technical issues, feature suggestions, account management, and further communication.
2. Live Chat
Focuses on addressing common questions and troubleshooting issues efficiently. This tool functions as a technical support resource, which provides troubleshooting guidance for customers encountering issues.
Pros: Troubleshooting can benefit from screen sharing, providing a method for visual collaboration and guidance.
Cons: 需要专门的人员，并且可能不适合处理所有复杂的挑战。
Best for: 此选项适用于解决即时查询、处理常见问题以及获取工作流程方面的帮助。
3. 电话支持
虽然在某些情况下其他沟通方式可能更合适，但电话沟通可以根据具体需求成为一个有用的选择。解决需要人工判断和洞察力的复杂挑战可能需要探索这种方式。高价值客户通常重视个性化的关注，这可以通过建立融洽关系来实现。对于账单支持尤其重要，因为客户可能对付款处理有敏感问题或紧急问题。
Pros: 客户互动有多个方面需要考虑，包括个性化方法的潜在好处、建立融洽关系的重要性以及解决问题的复杂性。
Cons: 重要的是要考虑潜在的前期成本，因为它们可能取决于呼叫中心的具体基础设施需求。虽然适用于标准使用，但对于高容量场景的大规模扩展可能需要仔细考虑。
Best for: 账单查询、高知名度客户、需要全面解释的复杂技术问题。
4. 自助服务
这时，您的知识库、常见问题解答和在线论坛就派上用场了。考虑实施自助服务选项，让客户在解决问题时拥有更多控制权。此功能可能会提高用户效率、简化内部运营并有助于建立支持性的用户群，但结果可能会有所不同。
- 知识库： A collection of resources, encompassing articles, guides, and tutorials, accessible for information retrieval.
- FAQs: A list of frequently asked questions and their answers.
- Community platform: A forum designed to facilitate user interaction, information sharing, joint problem-solving, and peer support. While a balance in moderation, promoting engagement, and acknowledging valuable contributions is important, it is uncertain how these factors influence the community’s activity.
Pros: It has the potential to improve customer capabilities and contribute to the development of a strong network, although it might also reduce support needs.
Cons: Documentation is important for addressing various issues, but its scope for addressing different problems might be limited.
Best for: Common questions, how-to guides, troubleshooting steps, and fostering user engagement.
Slack 提供多种沟通渠道，包括电子邮件、用于深入问题的综合知识库，以及应用内的实时聊天和集成聊天机器人，可即时解答快速问题。
SaaS 企业应该 优先考虑简化的账单和支付流程, as managing these areas effectively helps ensure customer satisfaction and reduce the likelihood of customers leaving the service. Offering 24/7 support might address customer concerns, potentially impacting customer satisfaction and affecting churn rates. PayPro Global 通过多种渠道提供 24/7 全天候客户服务，包括电话、在线聊天和电子邮件。
免费SaaS知识库清单
Build a comprehensive knowledge base for your SaaS with this checklist. Covers:
-
内容组织
-
创建
-
搜索优化
-
维护
-
and more!
构建您的知识库
A knowledge base is a place where customers find answers to their questions on their own. It’s a collection of information, like FAQs or troubleshooting guides. Although not a definitive solution, the organization may have an impact on the number of support tickets. This change would potentially offer the support team more free time for other duties, but there is no certain outcome. When creating a knowledge base, think of:
- Clear Sections: 将您的知识库想象成一家书店。将您的文章组织成诸如“入门”、“故障排除”、“账单”等部分。至关重要的是，要为客户提供一种简单的方式来浏览他们可用的信息。
- 强大的搜索功能： 确保您的知识库具有强大的搜索功能。虽然旨在引导用户找到相关的资源，但该服务在帮助他们搜索特定信息方面的有效性取决于多种因素。
- 视觉辅助： 包含图片、屏幕截图和视频，以帮助人们理解。
- Easy Navigation: Think of a treasure map – you want to make it easy for customers to navigate through your knowledge base. Use a table of contents, breadcrumbs (those little links at the top that show you where you are), and links between related articles to help them find their way.
- Keep It Fresh: Your product is always evolving, so your knowledge base should too. To maintain relevance to users’ interests, keep it current.
- Create a helpful content: write like you talk; avoid technical jargon. Employ language that is straightforward and avoids technical jargon to ensure broad understanding. Use the same tone of voice throughout your knowledge base. Aim for the style of a supportive discussion with a trusted friend.
- Predict Their Questions: Think about the problems your customers usually encounter and write articles that address those issues head-on.
- 串联要点： 如果一篇文章与另一篇文章相关，请添加链接，以便用户轻松找到更多信息。
Zendesk是一家客户支持软件提供商，它维护着一个庞大的知识库，其中包含详细的文章、交互式指南和故障排除向导，可引导用户逐步操作。
免费SaaS知识库清单
Build a comprehensive knowledge base for your SaaS with this checklist. Covers:
-
内容组织
-
创建
-
搜索优化
-
维护
-
and more!
将您的支持团队训练成超级英雄
支持团队是您业务的第一线。当客户寻求帮助时，您的客服人员是决定体验好坏的关键。培训团队是您为业务可以做的为数不多的事情之一。
精通您的产品。 您的客服人员需要彻底了解您的产品：
- 深入培训： 为他们提供关于每个功能、每个操作以及他们需要了解的任何技术细节的全面培训。
- 保持更新： When you add new features or make changes, make sure your team is the first to know.
- Get Hands-On: Encourage your agents to actually use your product. The more they interact with it, the more they’ll grasp how it affects customers.
Building soft skills. Technical knowledge is required, but soft skills enhance interactions.
- 沟通： Teach your team to communicate clearly and professionally, whether they’re on the phone, in a chat, or writing an email.
- Common customer challenges: 调查这些问题，以便提供更好的建议和帮助。
- 培养批判性思维： 培养个人主动识别和解决问题的能力。
- 争议解决： 为您的团队提供必要的培训，以应对分歧，这可以潜在地防止小问题升级为更大的冲突。培训可能不会显著减轻对团队动态和整体生产力的影响，但它有可能降低这些影响的强度。
工具和流程。
- Support Ticketing System: Provide clear instructions and training on using the support ticketing system for efficient handling of customer inquiries. Tracking issues and keeping on top of them is crucial for ensuring that nothing gets overlooked.
- CRM (Customer Relationship Management): 如果您使用 CRM，请向您的团队展示如何使用它来个性化他们与客户的互动。他们可以访问与客户的所有先前互动和其他相关信息。
- 启用团队沟通： 实施可简化内部和部门间沟通的沟通工具和流程。
免费SaaS知识库清单
Build a comprehensive knowledge base for your SaaS with this checklist. Covers:
-
内容组织
-
创建
-
搜索优化
-
维护
-
and more!
设定服务级别协议 (SLA)
将服务级别协议 (SLA) 视为您对客户做出的承诺。这些 SLA 提供了对响应和解决时间范围的估计。如何设置 SLA：
- Organize support requests by category and priority.
Think about the different types of issues your customers might have. Requests vary in urgency, ranging from critical issues requiring immediate attention to inquiries about minor features.
将这些问题标记为“紧急”、“高优先级”、“中优先级”或“低优先级”。
- 设定实际的时间表：
响应时间： 确定您针对每种类型的问题回复客户的速度。力求快速响应，特别是对于紧急问题。
解决时间： Figure out how long it usually takes your team to solve each kind of problem. Be honest and set achievable goals.
Do Some Research: Peek at what other companies in your industry are promising. You want to be competitive, but also realistic about what your team can handle.
- Tell Your Customers What to Expect:
SLAs should be readily accessible to customers. Put them on your website, in your help center, and even in automated emails that customers get when they contact you.
- Monitor your progress to gauge your overall advancement and identify areas for further improvement:
Use your support software to measure how quickly you’re responding and resolving issues.
定期查看报告，以了解您是否达到了服务水平协议 (SLA) 的要求。如果没有，请找出原因并进行更改。
免费SaaS知识库清单
Build a comprehensive knowledge base for your SaaS with this checklist. Covers:
-
内容组织
-
创建
-
搜索优化
-
维护
-
and more!
倾听您的客户
想知道您的支持服务是否有效？最好的方法是询问您的客户！他们的反馈有助于您了解用户对您服务的体验。 如何收集反馈:
- 快速调查： 在客户与您的团队聊天或发送电子邮件后，询问他们一些关于体验的问题。保持简短明了。
- 反馈表单： 在您的网站或产品中放置一个表单，让客户可以分享他们的想法。提出具体问题，例如“您觉得找到所需内容有多容易？”
- 社交媒体： 密切关注人们在社交媒体上对您的产品和支持的评价。快速回应任何负面评论。
If your customers love social media, chat with them there. If you have a lot of customers, use a tool like SurveyMonkey to send out surveys.
For really in-depth feedback, consider chatting with some customers one-on-one.
免费SaaS知识库清单
Build a comprehensive knowledge base for your SaaS with this checklist. Covers:
-
内容组织
-
创建
-
搜索优化
-
维护
-
and more!
Keep Improving
Getting feedback is just the start. Now turn them into action.
- Analyze the Data:
The time required to resolve issues: look at the average time for different types of issues.
Are customers happy? Check those survey results and any other feedback you’ve collected.
您能否提供最近收到的支持请求数量？这个数字是在上升还是下降？
- 修复问题：
找出低效率之处：检查您的支持流程，找出导致延误的任何因素。
让事情更顺畅：更新您的流程，以加快响应和解决方案的速度。
自动化考量：确定自动化工具是否可以帮助处理重复性任务，从而使您的团队能够将全部精力投入到更具挑战性的工作中。
- Educate your Team:
Continuous Training: Regularly provide your team with updates on product features and support best practices.
Knowledge Distribution: Foster knowledge exchange through team collaboration and exchange of tips and tricks.
根据反馈采取行动：如果客户需要特定类型的帮助，请确保您的团队知道如何提供。
结论
提供一流的SaaS客户支持需要多方面的方法。实施有效的客户支持包括建立知识库和培训员工、建立清晰的联系渠道以及监控绩效，以确保对客户和业务产生积极影响。请记住，有效的客户支持是一个持续的过程，需要奉献精神和适应能力，以满足用户不断变化的需求。
简体中文 
English 
Español 
Português 
Português do Brasil 
Deutsch 
Italiano 
Polski 
Українська 
日本語 
한국어 
Română 
Français 
Nederlands