It’s no surprise that nearly 100% of SaaS businesses use at least one SaaS product in their tech stack. With the SaaS industry always shifting and moving, support teams in these companies often get caught bogged down with tedious, time-consuming work, and repetitive questions.
Automation helps SaaS companies improve customer experience by removing those tasks. Not only does this lead to increased customer satisfaction, but it also creates happier employees. When companies commit to removing those rote support tasks, it frees up brainspace, and leads to more creative, innovative teams.
Using conversational AI, automation tools take customer queries to answer common questions and issues just like a live support agent. As the AI resolves more and more of these queries, the helpdesk analyzes resolutions and becomes more intelligent, continually learning as it goes thanks to machine learning technology.
You may be wondering: How do I go about implementing this technology efficiently? We’re glad you asked. Let’s take a look at four steps you can take to automate your SaaS business.
1. Create an implementation plan
Before starting your automation journey, a good first step we’ve seen from SaaS leaders is to decide what your business needs to automate. What are the significant problems to solve in your org?
• Seeing overwhelmed support staff
• Piles of backlogged or delayed support tickets
• Wasting time trying to find data and documents
• Answering the same questions over and over again
You know which issues are critical to your org; pick just one pain point and decide how automation solutions can solve it. After you identify these, you can effectively start on an implementation plan even before you start searching for software, which includes getting buy-in from leaders and support teams.
2. Utilize an AI chatbot
One of the most useful tools SaaS businesses can utilize is chatbot technology. If you’re thinking of old-school live chat, think again. With automation tech, using a chatbot is better and easier than ever before. Say goodbye to answering 1000s of simple FAQs everyday, and say hello to automated 24/7 support.
Automation platforms provide self-guidance that helps customers find their own answers. With guided conversations, customers get answers immediately, without a live agent stepping in. This frees up employees to focus on other tasks that require more strategic thinking. Powered by artificial intelligence, the chatbot continues to learn based on interactions with customers. Over time, it becomes smarter, constantly adding information into an inclusive knowledge base.
3. Create an Advanced Helpdesk
As a SaaS business, it’s critical to have a helpdesk to manage customer tickets and projects. What if we told you that there’s a better way to handle customer issues and data. Building a robust helpdesk through automation and AI technology can be a game-changer for businesses. Instead of spending hours each day searching for information in multiple systems, you can find a straightforward answer in a matter of seconds.
With helpdesk automation, information scattered throughout documents and systems can be pulled automatically from different sources and put in one place. This can turn a 5-hour long report into a 5-minute project. Talk about a time-saver!
A large part of creating an elaborate helpdesk is forming a knowledge base. Creating a centralized area to store important information can help keep data organized for both customers and employees. The upside to using an AI-powered knowledge base when paired with helpdesk automation are as follows:
• Guides customers to find their own answers
• Gives instant access to common FAQs at all times
• Reduces the number of support tickets across the org
• Increases the time support teams can focus on strategic work
4. Integrate your most used apps
When automating your SaaS business, it’s important to choose a platform that seamlessly connects to your most used systems.
To make your support and helpdesk operations work efficiently, your team needs quick access to all the business apps your company uses. How can you get those apps to integrate well without making it complicated?
Through automation technology, you can integrate your key apps in your tech stack to one central location. This removes the problem of depending on data silos to retrieve information. Imagine having all of your data from your CRM and physical documents in one place. Your team could save hours of time! No need to search through endless systems to find one answer.
Automate your SaaS business with Capacity
Capacity is an AI-powered support automation platform for SaaS businesses that connects your entire tech stack to answer questions, automate repetitive tasks, and build solutions to any business challenge.
Teams are overwhelmed by hundreds of questions and tedious tasks everyday. Capacity provides everything you need to automate support and processes in one powerful platform. Capacity’s low-code platform, accessible through conversational AI, enables graceful human handoffs and intuitive task management via a powerful workflow automation suite, robust developer platform, and flexible database that can be deployed anywhere.