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A Summary of

Don’t forget the service in SaaS: how your sales team can provide world-class service

by
Steli Efti
Intercom
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Your People are as Important as Your Product

  • Startups need to focus on providing more service for customers especially in sales, support and success.
  • This is especially true in B2B where the buying process is more complicated and implementation costs are higher.
  • Self-serve software isn't responsible for enterprise-level customers as there is more need for training, onboarding, etc.

Self-Serve Pros

  • Scales easier
  • Prospects can make their own decision and take control of their success
  • Incur less costs and drive down product price
  • Highly technical users prefer self-serve

Self-Serve Cons

  • Fall out of touch with customers and lose customer insights
  • Lose ability to build brand in a crowded market
  • Can easily lose human element of your product which differentiates you

3 Simple Ways to Provide Great Service

  1. Send all communication from a personal email address
  2. Spend time with your prospects and customers
  3. Share support responsibilities across sales and customer service
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