Customer support (especially for SaaS companies) is not just a nice-to-have, but necessary for getting over the product adoption hump and demonstrating value. You may have heard the saying, “Your success is our success,” but that’s not the way organizations have been acting of late.
There’s a shift towards de-prioritizing strong customer support, charging premiums for access – treating it as a separate product. This approach undermines customer retention and company reputation and outweighs any short-term financial gains from the additional fees.
Recent research from Cavell highlights this troubling trend: Almost Half of Consumers Feel Customer Service Has Worsened Over Past 3 Years. An Asheville consumer watchdog group also reports a noticeable decline in customer service levels across every industry in the USA.
But as a business, investing in customer service makes financial sense.
Did you know that…
- It costs 5x more to acquire a new customer than to retain an existing one. Exceptional support plays a crucial role in retaining customers by resolving issues promptly and fostering positive experiences.
- 96% of customers say that customer service is an important factor in their choice of loyalty to a brand.
- Companies that excel in customer experience grow revenues 4-8% above their market average.
It’s a true differentiator
While some providers treat support as a cost to minimize, taking the opposite approach ingratiates customers to you, creates loyalty, boosts customer satisfaction, and increases referrals.
About FormAssembly
Award-winning excellence
FormAssembly sees customer support as an opportunity to excel. We reject the notion that support should be a commodity. Instead, it defines our commitment to your success. FormAssembly’s dedication to customer satisfaction is not just rhetoric—it’s backed by recognition. Customers give FormAssembly a 96 on our CSAT (customer satisfaction score) not to mention winning several Stevie Awards for Customer Support that highlight our industry-leading approach and our unwavering commitment to delivering exceptional service.
Unlimited support for every person, every plan
At FormAssembly, we believe that everyone deserves access to the best support possible, regardless of their subscription tier. Our unlimited chat and email support at every level ensures that every user receives prompt, knowledgeable assistance whenever they need it.
A support experience that sets us apart
What sets FormAssembly apart is our proactive approach to support. Beyond troubleshooting, we provide proactive guidance, comprehensive resources, help articles, videos, webinars, VIP groups for peer support, and ongoing training opportunities to empower our users to achieve their goals.
Join the FormAssembly community
Ready to experience the difference that award-winning, unlimited support can make for your organization? Learn about our plans that include unlimited support, unlimited web forms, and submissions at every level. Join thousands of satisfied users who trust FormAssembly for their data collection needs.
Contact us today to learn more about how FormAssembly can empower your team with exceptional support.
