Let’s Get SaaSy: How to Differentiate your Enterprise with a Best-in-Class Customer Service Platform

By Sean Krainert

Now is the time to expand and intensify your industry-specific footprint, and one way to do so is to pay attention to the shift from product-based software to an evolving SaaS model. This consumer-driven shift has created a need to forge partnerships with CRM vendors who play a crucial role in transitioning businesses towards effectively directing their consumers to download their software and access updates on-demand.

One challenge that has surfaced as this trend has become more mainstream is that large companies are dealing with competing priorities: integrating this new subscription model with current products while still maintaining focus on big-picture business objectives. The key lies in finding and investing in a powerful mobile-centric customer service platform.

The Shift Towards The Subscription Model: A Direct Reflection Of The User Experience

The user experience has evolved as consumers have become increasingly dependent on a mobile device. We wake up to our mobile alarms, shop on our mobile apps, take conference calls on the road, and trade stocks on our lunch breaks. Consumers are accustomed to working in apps connected to the cloud, and the move towards the SaaS model has been generated by this change in consumer habits.

One third of enterprises are already using SaaS models with another third running subscription-based options parallel to existing models. Changing from traditional licensing models to subscription-based services is no small feat, though, and requires a major overhaul. Even the enterprises that have boldly approached the transition have not been able to do so seamlessly. There’s always a learning curve.

Adobe Inc. is a prime example of an enterprise that took the leap and succeeded, but still not without a shake-up to the entire company.

Adobe Inc.’s transition began in 2011 and at best startled investors, employees, competitors, and arguably most importantly, loyal customers. While Adobe Inc. came out the other side with raving reviews, the outcome was uncertain at the time; not something most traditional enterprises are willing to gamble on. But Adobe’s proactive approach and commitment to having a more intimate relationship with customers paved the way forward for others in this space.

Best Steps To Overcome Challenges of Switching To An SaaS Model

The ultimate step in transitioning an enterprise is not acquiring a new SaaS model. Making time for integrating new products, developing plans for significant structural changes, all the while maintaining and building a loyal customer base are all significant considerations. A successful transition entails tackling the following while upholding a big-picture focus.

  • Transition Timeframe. Structural changes to the company will impact each department. Be realistic about the allocation of time for change management.
  • Product Line Consideration. Creating new product lines, converting existing products, or running parallel models all come with operational and financial adjustments.
  • Full Integration Plan. Amid intricacies of the transition, the SaaS model needs full attention to thrive and ultimately catapult the enterprise into the future.

Differentiate Your Enterprise By Partnering With An Authentic Customer Service Platform

The integral part of the shift to a service-based model is partnering with a dedicated, mobile-driven customer service platform. Helpshift’s In-App support was built based on a mobile and app-centric framework from day one, and is now the go-to-resource for cutting edge SaaS, much in part thanks to the platform’s poignant range of features.

  • FAQs. In-app FAQs provide the mobile-centric user self-support and dependability without them having to leave whatever they are doing within the app. FAQs are updated in real time without developers having to release a whole new version of a product.
  • Offline Access. Users are in a mobile world with a need for instant self-service to guide their decisions. Since the internet may not always be available, FAQ content is cached onto the device, rather than downloaded from the web, making the information easily accessible offline.
  • Customer Data Access. Visibility into user information makes it easy to resolve problems. By receiving thorough and actionable insights with HelpShift custom metadata, you can identify patterns to get to know your mobile-first customers better.
  • Ease of Contact. In-app messaging features allow users to easily reach support without leaving the app, or completing a complicated form.

Secure A Place For Your Enterprise Moving Forward

Service-based software is the future for the evolving mobile-centric consumer. Companies that are not willing to take the plunge into a mobile-first, subscription-based model will lose out to their competitors who are doing so. It is time for enterprises that are ready to catapult themselves forward to join forces with a best-in-class customer service platform.

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