SaaS (Software as a Service) vendors operate very differently than software or hardware product vendors and require SaaS-specific technical support best practices, to ensure an overall exemplary customer experience.

It’s a service, not a product. SaaS vendors operate a 24x7x365 service, which requires a focus by customers on enhanced partnering and communications. The biggest mindset change for customers is leveraging the SaaS vendor as an extended team.

The Top 5 Technical Support Best Practices For SaaS Customers:

  1. Leverage Vendor Tools
  • Communication – Sign-up for alerts on problems, maintenance, and upgrades
  • Diagnostics – Leverage diagnostic and troubleshooting tools. Get training and use
  • Dashboards – Understand where to find key performance, SLA, and uptime data

2. Understand The Vendor Support Process

  • Understand all problem reporting methods such as email, web, phone, etc.
  • Ensures all required information is provided on requests, to speed resolutions
  • Understand the problem escalation methods, and leverage them when needed

3. Seek Ongoing SaaS Vendor Knowledge

  • Ensure all relevant teams take all vendor provided training
  • Leverage vendor supported forums
  • Use knowledge base and self-service portals

4. Treat Vendor As A Key Partner

  • Partner with the vendor, as this is an ongoing relationship
  • Not a one-time sale, so partnering is required for success on both sides
  • Partnering means collaborating on problem solving and final solutions
  • SaaS vendor support teams are really an extension of the customers technical teams

5. Ensure Frequent Engagement

  • Hold ongoing vendor engagement meetings such as weekly, monthly, quarterly
  • Pay for this engagement service, if offered as a higher level of service
  • Review problems, projects, process, and knowledge issues
  • Ensure the vendor understands your people, process, and systems