We started ZupportAI after noticing the problems SaaS companies are experiencing with customer support.
Why SaaS? Because our team worked before on SaaS products, as co-founders, software developers, etc. During our work, we noticed that customer support for SaaS companies has some specifics, and is not at all like regular customer support.
The problems
It's no longer the 2000s anymore, when every idea was new, and the customer could ignore the wide range of issues a product could have. In our times, customers have very high expectations, and when something doesn't work properly, even if it's a minor issue, they'll most likely reach out to live support for help. This puts a heavy load on customer support, and sometimes the support can't keep up with all the messages they're getting, and the customers they have to help.
Here are the top problems that we've noticed that SaaS companies are experiencing when it comes to customer support:
- Multiple users with the same problem reach out to live support, leading to duplicated tickets, handled by different support representatives, which puts a big load on the support team.
- Lack of details when reporting bugs or issues with the software. This is a problem because the developers need specific details about the problem the user is facing to fix it. At the same time, the support representatives are not always "extracting" the information that the developers would require.
- Users reach out to support with issues that have already been fixed, but not deployed. Most often when a developer would fix a bug, it wouldn't get immediately deployed to production, and fixed on the user side as well. Of course, there is no way for the user to know about this, and as a result, they're contacting the support department to help them out with their issue.
These are just a few problems that are specific to growing SaaS companies, and so we think that a solution tailored to SaaS products could fix a lot of their problems.
Since we discussed before that customers have very high expectations, we believe that having a nice customer support experience can be a game changer for SaaS products because it would lead to:
- Lower churn rates
- Longer customer lifetime value
- Higher chance of the customers purchasing more services
- Free word-of-mouth marketing
Read below how we're working to solve those problems and how your SaaS product could benefit from Zupport.
The solution
Live Customer Support for SaaS products. Here's what we're doing to solve the problems described above:
- We're trying to find a solution to the customer's problem by checking recent issues posted by other customers, and fixed by the tech team.
- If an issue was submitted before and is being worked on, we're going to inform the user about that.
- If there's an active incident, we're informing the user about it.
- If the user has a question about how the Software works, we'll provide an answer from the Knowledge Base or the FAQ section.
- When a user is facing a bug, we're going to automatically provide the errors we've recorded in the user's browser, like console error messages, or failed HTTP requests.
In most cases, the issues can be solved automatically by AI customer support that is integrated with the SaaS product, and is aware of the current issues, and incidents, is familiar with the product through the knowledge base, FAQs, etc.
Our goal is to handle more than 80% of the submitted issues. This not only provides faster issue resolution and fixes the customer problem faster, but it also removes the need for SaaS products to have huge customer support teams.
We're going to launch Zupport soon, and if you'd like to get early access and a lifetime discount, fill out the form, and we'll let you know once you can start using Zupport.
