The Critical Role Of Customer Support In Payroll SaaS Industry
21 Aug 2020
As technology continues to evolve, cloud computing has taken the forefront of computing. Software as a service (SaaS), in particular, is one of the three main categories of cloud computing, alongside infrastructure as a service (IaaS) and platform as a service (PaaS).
What is SaaS?
SaaS is a software distribution model whereby a third-party provider hosts applications and makes them available to users over the Internet. Also known as web-based software or on-demand software, SaaS is a common delivery model for numerous business applications, including office software, messaging applications, payroll processing software, accounting, and human resource management.
Over the years, SaaS has rapidly become an attractive alternative to on-premises deployment. According to a survey conducted by Computer Economics, it found that majority (60%) of responding companies reported adopting as least some SaaS and intend to increase investment on SaaS.
Superior product versus customer support
As SaaS is slated to be the next big thing in terms of business applications, it is no wonder that SaaS companies are obsessed with fine-tuning their applications to ensure relevance to their customers. The need for innovation while ensuring a smooth running app keep developers on their toes – after all, it is a competitive market and there is a constant possibility that a rival provider may come up with a more efficient application.
However, in order to be successful within the highly competitive SaaS industry, having a great software alone is not enough. Investing in a culture of service and excellent end user support is the recipe for success in retaining customers.
Make customers your business
As a prime example of a Payroll SaaS vendor, ePayslip provides businesses a seamless payroll management experience. Taking care of customers involves more than simply offering end-user support – it starts from the time they come in contact, up all through during their lifetime usage. Here are some ways in which ePayslip delivers excellent customer support in payroll saas:
- Dedicated customer service desk
The first interaction customers may come with the organisation is through the customer service desk. The team at ePayslip provides round-the-clock support to users, assisting with customers’ queries and troubleshooting IT issues. As the face of the organisation, this team ensures that customers’ issues are quickly attended to, providing them with a peace of mind. Documentation is also crucial to avoid any misunderstanding between the customers and service desk. The customer service desk utilises an online ServiceDesk platform to log incidents and document any updates made. Concurrently, it allows the team to track actions that were previously undertaken and record follow-up actions.
- Trained employees
In order to provide customers with excellent customer service, this means that customer service representatives have to be knowledgeable and quick to attend to customers. Customers want to know that there is someone they can rely on when they have problems. Apart from that, they also want payroll support to be offered fast and satisfactorily. As such, these frontline workers have to undergo a structured training plan to ensure a common knowledge sharing base. This helps to ensure that each customer service representative delivers the same level of support to customers.
- Online help center
An online payroll help center helps to address commonly asked questions and facilitates quick resolution of customers’ queries as well. Instead of having to wait for a customer service representative to attend to a customer’s enquiry, users can easily navigate through the FAQs page to quickly resolve common issues. This then frees up time and resources for the customer service desk to attend to more critical or complicated issues.
- Regular feedback
The best way to measure the success of the customer service experience is to gather feedback from the users themselves. ePayslip conducts satisfaction surveys regularly to understand customers’ overall experience with the payroll software while gathering feedback on areas for improvement. This helps the team to constantly fine tune operational processes to deliver enhanced customer service experience.
Customer service is the direct connection between customers and the organisation. By providing top-notch customer service, this helps to cultivate a loyal following which will help the organisation in terms of new customer acquisition. Their positive testimonials will certainly be more effective than any other marketing efforts, and cheaper as well.