December 3, 2020

SaaS Customer Support, with [SaaS Boss Episode 47]

Natalie Luneva @NatalieLuneva

Today I interview Sarah Hatter and we talk about creating an excellent customer support experience for your SaaS.

Sarah is the founder and CEO of CoSupport, a business that has helped over 200 companies create excellent customer support experiences since 2011.

She’s also the organizer of the ElevateCX conference AND the best-selling author of The Customer Support Handbook.

We discuss:

  • The importance of customer support in the SaaS industry

  • How to get customers to use your knowledgebase

  • How to hire a support person

  • Key customer support metrics SaaS companies need to track


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