The entire goal of SaaS Customer Support is helping people be successful, teaching them new skills, and solving their problems. When confused customers reach out with problems they can’t figure out, it feels great to turn things around and send them back with a smile. But just because Customer Service is a noble profession doesn’t mean that all the noble people supporting their customers don’t have moments of pure rage. If you’ve worked in SaaS Customer Support, here are some scenarios you have probably dealt with more times than you would like. That means SaaS Customer Support agents might get the same phone call about the same problem with no other choice but to give the same disappointing response. Some customers call up describing a problem that makes no sense and has no precedent. The customer is not as tech-savvy as you might like “If you click on the Start button… and then go to Programs… look for the blue E…” Technology has completely changed the world and sent us into a modern revolution of knowledge, productivity, relationships, artistry and power. If you work in SaaS Customer Support, you understand this. The bottom line in SaaS customer support SaaS Customer Support is challenging. They remember their good experiences – and their bad ones.
There’s no doubt that Customer Support is a noble profession. The entire goal of SaaS Customer Support is helping people be successful, teaching them new skills, and solving their problems. When confused customers reach out with problems they can’t figure out, it feels great to turn things around and send them back with a smile.
But just because Customer Service is a noble profession doesn’t mean that all the noble people supporting their customers don’t have moments of pure rage. Why do you think they put mute buttons on desk phones?
If you’ve worked in SaaS Customer Support, here are some scenarios you have probably dealt with more times than you would like. We feel your pain, and we salute you.
1. The customer hit a bug that can’t be fixed for a while
“Yes, we are aware of the issue and we are working on it. It will be fixed soon.”
Sometimes there’s just one little issue with your product that’s enough to cause problems for just a few users, but not enough to prioritize beyond the next big release. That means SaaS Customer Support agents might get the same phone call about the same problem with no other choice but to give the same disappointing response. If you’re lucky there might be a workaround, but sometimes there is no satisfying fix that you can provide.
Nobody likes to deliver bad news. Even fewer people like to deliver bad news multiple times every day.
Let your customers know you hear their pain and that you know the issue will be fixed eventually. Sometimes a bit of sympathy and honesty goes a long way.
2. The customer has a basic problem that should not be happening, ever
“Can you describe what’s happening one more time please? And you did everything I listed? And no change? …Are you sure?”
Look, technology never lies, but sometimes it feels like apps are just messing with you.
Some customers call up describing a problem that makes no sense and has no precedent. You’re racking your brain thinking of all the potential settings and configurations that could throw that symptom, but all the boxes are checked. If you don’t use a visual engagement solution, it’s even worse because there’s no way for you to see what’s happening on your customers’ screens.
What is going on?
That moment of defeat is just crushing. You have to put other items on hold so you can do some research, ask some coworkers what’s going on, and reach out to the customer later to see if other suggestions work.
Sometimes it helps to take a break and come back to the…
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