SaaS software, also known as cloud-based software, has now gone mainstream, making it easy for teams to leverage all the software programs they need to work collaboratively, wherever they are. The acceleration of digital transformation means it’s possible for different business tools to work together seamlessly better than ever before, giving you a fully-contained digital ecosystem.
Every new capability that you get from software solutions gives your business advantages that have the potential to edge out the competition and increase revenue. Let’s look specifically at how SaaS software can help sync your sales and support teams so they work together in perfect harmony.
SaaS software makes running a business easier and more efficient than ever before. You gain the benefit of having the time and resources to focus on other parts of the business that generate revenue.
What’s so special about SaaS applications? SaaS is an acronym for software as a service. In simple terms, SaaS is a web-based model where software vendors host and maintain code, servers, and databases that make up SaaS applications. Users can then access the application using any device that has an internet connection. It’s as simple as that!
The other thing that’s nice about SaaS is that you can take a few things off your to-do list. There’s no need to purchase expensive hardware. You don’t have to install it, maintain it, or troubleshoot it either. Your software vendor takes care of all that for you.
It all sounds so great, but you may be wondering what’s the catch. There’s no catch. It’s just a different model — a convenient, subscription-based model, as opposed to paying for everything upfront. Your company gets to use the software for a designated period of time, and you can pay as you go (usually monthly or yearly). Some SaaS softwares also charge per user or the volume or resources you use, so you can benefit from flexible pricing as your needs change (like due to seasonality).
Sometimes, it makes perfect sense to buy a product. Other times, it makes sense to pay for a product only for the amount of time you need it, like by the month or the year. Your fees typically include the software license and support.
You’re not stuck with it. If you no longer need the software, something better comes your way, or it just doesn’t work the way you intended it to. As long as you abide by the original terms and conditions, you can cancel your subscription.
We’ve come a long way from the days where you had to build a server, install the application, and configure it yourself. With SaaS, you can forget about the headaches of troubleshooting and system shutdowns that disrupt your business, and even reduce the IT labor requirements for your company as a whole.
Unlike older systems, SaaS systems can host massive amounts of data. What’s more, you can run any number of other SaaS applications seamlessly and simultaneously for a total software ecosystem. There’s no need to replace outdated equipment or install software on every desktop. All you have to do is install the latest update.
SaaS software provides a host of benefits for small businesses everywhere, including:
Here are some more specific benefits of using SaaS programs for your IT and Operations departments:
As you can see, there’s a lot to be gained from using powerful cloud-based softwares for your business that can all talk to each other.
For example, sales and support teams have been using CRM systems for quite some time. The combination of a CRM system, cloud-based phone system, and sales or support integrations brings all the right digital tools to a central, accessible location and syncs them together seamlessly. This is the benefit of using cloud-based softwares.
When your sales and support teams run like a well-oiled machine, they’re in the best position to provide the best possible customer experience.
Let’s look more closely at how various sales and support software programs help you set up workflows that create an efficient rhythm within your sales and support teams.
Virtually any company in any industry can tap into the advantages of cloud computing. It doesn’t discriminate!
SaaS works well for a variety of general use cases, including:
For business purposes, SaaS gives you many advantages.
When your sales agents realize how SaaS applications will eliminate some of their problems and make it easier for them to reach their sales quotas, they’re bound to get pretty excited.
You’ll want to make adopting SaaS software a successful experience for them and the company, so let’s look at 9 of the most common mistakes sales teams make as they get acquainted with SaaS:
The bulk of customers are doing their own research on products and services. Depending on the product, a customer might have the confidence to complete a sale on their own, so let them. Provide the option to speak with a sales rep if they want to.
It’s important to send a few follow-up emails to ensure your customers are using the product effectively, and that they know where to turn if they run into any obstacles. Automated emails are a good way to coach your customers on how to use your products and services successfully.
Frustrated customers churn, and without the benefit of early feedback, you may never know why. By evaluating feedback, you could win a customer over and prevent the same problem from reoccurring in the future.
A demo is an opportunity to spark someone’s interest in your products and services. Avoid using demos as training sessions.
The individual that’s interested in your product or service may not be the one who’s actually able to sign on the dotted line. Save yourself some time by asking who makes the decisions, and send off an invitation to that person for the demo appointment.
Qualify your leads before offering a demo or trial. These are customers that closely match your ideal customer profile. Those that don’t match up won’t be happy and might churn, leave a bad review, or become a constant complainer.
It’s common for SaaS vendors to set up monthly subscription plans. That works well for many customers. But, because SaaS systems cost less than traditional systems, some companies would rather pay annually. Even if you discount the cost slightly for an annual plan, you’ll gain the benefit of a long-time customer. Also, it gives you more opportunities to earn their trust.
With SaaS software, your cloud-phone system and other programs automatically track metrics that tell you where customers are in the sales funnel, so you can move them along. Metrics will also give you insight into sales agent performance, flag problems, and help you evaluate productivity and efficiency.
If you’re not keeping prospects and customers engaged, you could be missing sales and leaving money on the table.
Your customers prefer their favorite communication channel or the one that’s most convenient. Give your support agents options for how to connect with customers and give customers a choice in how to reach you, like by phone, text, email, or customer service portal.
Some customers don’t want to wait to speak with a person. They’d rather take the lead and get an answer on their own using an automated voice response system or a knowledge base.
It’s possible they’re not calling in because they haven’t been satisfied with your support service in the past. Automated surveys will give you insight into where your support agents are faltering and where they shine.
With voice features like call whispering, call monitoring, and call recording, and transcription, you have the right tools to coach support agents. Good coaching means support agents will be better able to meet their goals and your customers will get a better experience.
The way to attract and retain customers is through building the customer relationship over time. Use SaaS to keep in touch with them and inspire brand loyalty.
One of the great things about SaaS support software is that it often gives your support agents the tools to help customers on the first call. They can use a knowledge base to answer questions, transfer calls to agents that are available, and access all the details that make for excellent customer service.
Customers like a personal touch whether it’s using their preferred name, honoring their hours of availability, or referring to their transaction history.
To compete on the customer experience, you need to be able to anticipate your customers’ needs and meet them. The right software creates efficiency by automating support activities. Use it to send out surveys, notify them of deals and promotions, and keep them engaged.
Every time you interact with a customer it’s a chance to learn more about them. Leverage automation to gather as much information as you can about the customer journey.
The right SaaS software gives your team members the tools they need to work together seamlessly. Your customers enjoy a better customer experience as the beneficiaries of their efforts. Your company ultimately benefits from an improved bottom line.
It’s a win-win-win situation all around.
