Duckie (YC W24)’s Post

Customer support in B2B SaaS companies is difficult in unique ways. With 100+ hours of user feedback sessions with our B2B customers at Duckie (YC W24), here are the unique challenges I've learned (article: https://lnkd.in/egaA55v5): 1. An emphasis on tech support In B2B SaaS, we are not just dealing with simple queries like password resets. Issues are often complex, involving customer-specific concerns, edge cases, and even system bugs, making tech support crucial - and it's a tough job! Learning: How to assist with technical investigation to help tech support engineers troubleshoot faster? 2. Multiple teams involved in solving an issue The complexity of issues also mean that the support team often needs to escalate to product and engineering teams to learn the latest product changes. Learning: How to give the support team fast access to up-to-date product knowledge without relying on internal teams? 3. Human touch is valued over self-served support Due to each customer' unique cases and larger contracts, personalized support is crucial and also helps foster long-term relationships. Self-service is less focused on. Learning: How to use automation that doesn't interrupt human communication while boosting efficiency? 4. Support requests are closely tied to product prioritization Support requests provide direct insight into what customers need. If a customer has a contract size of $100k, you are gonna wanna listen to what they are asking for. Learning: How to provide real-time customer insights from the support requests? 5. Slack as support channels Many B2B companies use dedicated Slack channels for each customer, but tracking and context switching become nightmare as they scale. Learning: How to aggregate and track Slack support requests easily? 6. Focus on getting the right answer rather than a fast one B2B customers care more about getting the right answer in one go rather than merely a fast response. Learning: How to gather customer context effectively to reduce the back-and-forth? There's a will (or need), there's a way. The good thing is that AI is providing real solutions for each challenge. Check out the article to see your options! P.S. If you want to bounce ideas on cs, let’s chat: https://lnkd.in/eQ85pHFi 🐣💛 #customersupport #customersuccess #ai #b2b #saas #ycombinator