Around 85% of executives believe that delivering a great experience gives companies an advantage over the competition. And, 82% of B2B buyers agree that personalised service influences their loyalty.

In other words, a support team that delivers customised services should keep your customers happy. And, happy customers can yield higher profits. But, 78% of people are also likely to switch providers due to inconsistent services.

This means that you need to deliver high-quality support when your customers want it the most.

In this article, we’ll go over the definition of SaaS customer support. We’ll also discuss the difference between support and SaaS customer success. And, we’ll provide a few tips to help ensure that your team is delivering a great experience to your customers.

Defining Customer Support and Customer Success in SaaS

Both SaaS customer support and SaaS customer success fall under the umbrella of customer service. That said, these should be two independent initiatives that work closely together. They share the same purpose but have different approaches when it comes to interacting with clients.

Your customer support team works as a traditional safety net for your clients. Customers reach out for help and your support agents assist them with their needs. The success team, on the other hand, should contact your clients and work with them to achieve their goals.

This is why both of these entities need to work closely together. Aside from sharing a similar toolset, they also need to deliver consistent services on both ends. And, they need to be on the same page when it comes to providing information to your customers. This will ensure a great experience for your clients, regardless of who they’re interacting with.

Why is Customer Success Becoming a Necessity?

Customer success is a major buzzword among SaaS and tech companies as a whole. This new mentality revolves around the idea that businesses should take a hands-on approach with their customers.

Having a reliable success team in place can improve the relationship with your clients for many reasons. Remember that most customers never meet their SaaS provider in person. Your success agents work as the first point of call, but they are also the voice of your brand.

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