Functional Support Services
Customer support plays a significant role in building brand, loyalty and customer retention. SaaS product start-ups, technology service companies and e-commerce companies that have customer-service process well established have multiplied their sales and retained their existing customers.
Why is Functional Support Important
For CX Retention in SaaS Product Journey?
A study by Bain & Company found that a 5% increase in customer retention led to a 25% increase in profits. Also, SaaS businesses with retention rates over 85% grew 1.5-3 times faster than those with lower retention rates
These stats underscore the importance of integrating robust functional support into the SaaS customer journey to ensure long-term success and customer satisfaction. [Source]
Our Customer Support Offerings
SaaS Product Support
We offer customer onboarding support for all SaaS Products. Our customer support for SaaS products include understanding your SaaS Product, understanding the usability challenges and implementation challenges, helping customers to onboard on to your SaaS Platform, educating the users about how to use your SaaS Product, how to use product admin console, add users, use SaaS features etc.,
CX Support for SaaS Products
Our customer support for SaaS products include helping your customers with payment related queries, processing refunds, enabling offer codes, communicating with your customers for any new features added to your SaaS product etc.,
E-commerce Customer Support
We work closely as Customer support representatives representing your store and brand. We communicate with your customers, process refunds, replacements, partial refunds, etc., We coordinate with your e-commerce vendors on orders, shipping details, tracking your shipments and ensure delivery of the orders to your customers.
For Banks & Financial Institutions
We work as an extended customer support team for banks and financial institutions. All non-voice processes which includes replying back to e-mails, customer queries and support related e-mails.
Our Customer support teams are also trained on handling social media queries, social media engagements to ensure brand value is handled carefully and the customer queries are also resolved.
We work with E-commerce business owners having stores on Shopify, Etsy, Amazon and Flipkart and have been consistently delivering unparalleled support. We have helped one of our Etsy clients retain Star Seller Badge for more than 18 months in a row!
CX Services resources from the Content Factory
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