Home Business The Benefits of SaaS Customer Service Software

The Benefits of SaaS Customer Service Software

by Olufisayo

Software as a Service (SaaS) refers to any web-based app built by a third-party provider for companies to use. It has been existing for a while and is gradually being adopted across a variety of industries around the world. According to the stats, about 45% of small and medium-sized businesses have most or all of their applications in the cloud. SaaS apps help to manage various aspects of your business. In this article, we’ll discuss the benefits of using SaaS for customer service.

What is Saas-powered software and does it work for any type of business?

SaaS is a cloud-based software model where a vendor builds an application and makes it readily available to anyone using the Internet. It’s often accessed as a web application but they may also provide mobile apps for more flexibility. With SaaS solutions, you can run a business and manage your team from anywhere.

There are numerous types of SaaS software out there. It mostly depends on the kind of business you run. For example, an e-commerce business might need SaaS apps like Shopify, WooCommerce, Xero, etc. But a service-based business may require tools like Slack, Google Workspace, Zoom, Zoho Books, Aweber, etc.

The difference between SaaS vs. on-premise software.

On-premises software is acquired and deployed on the data centers owned by an organization. The software and overall computing infrastructure is also managed by the internal IT department team. There’s so much setup required e.g. purchasing and maintaining server hardware, getting a software license or designing an application from scratch, and other related tasks.

On the other hand, SaaS takes away all the guesswork needed to build your own software and infrastructure. SaaS providers have everything sorted out already. All you need to do is sign up with them, choose a payment plan, collect your login details and access the software. You enjoy the benefits of the service without having to maintain the software or the underlying infrastructure.

The benefits of using Saas customer service software.

As you employ competent support agents, you should also invest in good customer service apps. They help to streamline support processes so agents can reply to customers much faster and focus on resolving tickets. You can either choose on-premises or SaaS software for customer service. However, let’s see the benefits of sticking with a cloud-based customer service platform.

  • Fast installation

When using SaaS for customer service, you don’t have to develop any infrastructure or install the software. All you need to do is choose a customer service software, select a subscription plan and get started immediately.

  • Accessibility

A customer support platform hosted on the cloud can be accessed by anyone from anywhere. You can add support agents to the workspace so they can resolve tickets and collaborate whether remotely or on-site.

  • More cost effective.

Since you’re paying for monthly or yearly access to the platform, the price is way lesser than getting a custom app for your company. According to Userpilot, 41% of 100 SaaS tools offered a free account in 2023. You are also not required to set up and maintain hardware or software.

  • Flexibility and scalability

SaaS for customer service makes it easier for your company to scale efficiently. It doesn’t matter if you suddenly start receiving larger amounts of support tickets everyday. You can easily increase the system’s capacity as your business grows and deploy to new regions with ease, including international regions.

  • Customization

SaaS software allows you to customize without stress. You can change your subscription plan to include more features and users. You can also integrate the software with other SaaS apps for a better customer experience.

  • Data security.

SaaS customer support software is typically hosted on highly secure private cloud systems. User data is automatically backed up and security updates down regularly to prevent viruses and data breaches.

Some challenges with SaaS-based software

Although there are so many reasons to use SaaS software in your business, it’s still necessary to be aware of any challenges. It helps to understand what you should expect to encounter when using a SaaS-based software solution.

  • Software integration issues

When collaborating with a SaaS provider, you have to note that some of your existing software may not integrate well. If you may have to change your equipment or adjust some systems first, the SaaS vendor will evaluate and tell you.

  • Limited control over the software

Only the SaaS provider has full control over the software system. They would manage and maintain everything from their own end. So you have to trust the vendor to rely on them to keep the software running smoothly at all times.

How to choose the best Saas-based customer service software?

Once you’ve decided to use a SaaS customer service software, you’d have to choose the best provider for you. There are some important features to look out for in customer service software. They include:

  • Ticketing system

A ticketing system helps to convert customer requests into support tickets. It also organizes, categories, and routes to available agents. It helps support agents to easily access, track and respond to multiple requests.

  • Multiple points of contact

A good customer support platform should provide an omnichannel experience. This allows customers to send requests from a majority of channels including phone calls, social media, emails, live chat, etc.

  • Self-service options

More customers don’t want to wait for customer service agents to respond. They would rather seek ways to solve their own issues with the product or service. It’s a good idea for your customer service software to have self-service like AI chatbot, knowledgebase, FAQs, etc.

  • Automation and workflow management

A modern support software should help companies to meet customer service expectations. It should allow agents to complete their duties easily and faster. Most mundane tasks should be automated by the software.

  • Analytics and reporting

A good SaaS-based support software should have an analytics and reporting dashboard. This allows you to evaluate customer service metrics and results. It also helps to measure team performance over a period.

  • Third-party app Integrations

Since many companies rely on SaaS apps for different aspects of their business, your support software should be able to integrate them. For example, you may want to connect your CRM software, marketing apps, etc.

How do different company sizes benefit from adopting SaaS-based software?

SaaS software can be very beneficial to all companies, regardless of size or current growth level. According to Better Cloud, SaaS-powered companies were reported to be 30% more efficient than other businesses in 2022. Let’s see how they can benefit from leveraging SaaS solutions.

  • Small businesses or startups

Rather than use on-premises systems, small businesses can leverage cloud solutions for a much cheaper rate and also have room to scale anytime. You can start from basic pricing plans and upgrade to bigger ones when necessary.

  • Medium-sized companies

A medium-sized company has customers to manage and several operations to run daily. Having to spend money or energy on system maintenance can be tedious. So it’s best to use SaaS to save time and increase productivity.

  • Enterprises

Many enterprises have a lot of customer and operational data to deal with. So they have to focus on data security and governance amongst other software requirements. SaaS solutions provide maximum security and help to safeguard against data breaches and system hacking.

Common examples of SaaS solutions

There are numerous SaaS software in various industries. Let’s see cloud solutions that are commonly used below.

E-commerce SaaS

These are software solutions that help users to create and manage an ecommerce business. They allow you to add product images and descriptions, have a storefront, collect orders, process payments, and ship to your customers. Examples include Shopify, Magento, and WooCommerce.


Businesses need to understand customers, collect insights from their data, attract prospects easily, and retain existing customers. CRM helps to manage relationships with your customer bases more efficiently. Some popular examples of CRM software include HubSpot, Salesforce, and Zoho.

Customer Service Software

It’s necessary for every business to deliver support when customers purchase their products. A customer support software has useful features such as a ticketing system, omni-channel support, knowledge bases, etc. Some examples of help desk are Zendesk and Freshdesk.

Project management SaaS

When employees are working on a project, it’s important to assign duties, track their progress, and document the entire process. Project management SaaS allows you to collaborate from anywhere and organize your tasks. A few examples include Jira, Basecamp, and Asana.

Accounting SaaS

Every company needs to keep accurate financial records in order to monitor cash flow and expenditure. A SaaS app can help you manage your business finances effectively. It helps to collect finance data, handle payroll and taxes, and automate payment collections. Examples of SaaS-based accounting apps are QuickBooks, Xero, and Freshbooks.


SaaS applications allow companies to manage different operations and functions easily. They just have to sign up, customize the software, grant access to employees, and proceed to use the solution. From customer service to marketing to accounting, you should leverage SaaS apps in your business. They offer everything a company needs such as performance, security, reliability, and scalability.

Photo by airfocus on Unsplash

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