The Personal Blog Of Steffi Lewis

Founder & creator of YourPCM ...


The Pivotal Role Of Subscriber Support In SaaS

Another part of the flywheel ...


Posted by Steffi Lewis on 18/04/2023 @ 8:00AM

The Software as a Service (SaaS) model really has emerged as a dominant force over the past few years. With numerous SaaS providers competing for market share across multiple industries, businesses are spoilt for choice ...

Happy subscribers are of vital importance to retential so make sure your support team is at its best!

Happy subscribers are of vital importance to retential so make sure your support team is at its best!

copyright: fsstock / 123rf

The deciding factor often boils down to one crucial element: the support of their subscribers. So, what is the role of support in SaaS and how can an outstanding support service can help you retain customers, increase referrals, and build a loyal user base?

"Firstly, retention is of paramount importance
in the SaaS business model!"

With subscription-based services, the key to success lies in keeping subscribers engaged and satisfied, which reduces churn rates and ensures a steady revenue stream. An exceptional support team can make all the difference, as users are more likely to stay with a SaaS company that offers timely and efficient assistance.

As your subscribers are happy with the level of support they receive, word-of-mouth marketing becomes incredibly effective. Happy subscribers are more likely to recommend your SaaS solution to their network, resulting in an increase in referrals and, subsequently, new subscribers. By investing in your support team, you are ultimately investing in your own growth.

A loyal subscriber base translates to long-term success for any SaaS provider. To cultivate a sense of loyalty, subscribers need to trust that your team will be there for them when they require assistance. Offering top-notch support not only resolves immediate issues, but also fosters a sense of reliability and trust in your brand, turning subscribers into loyal advocates.

"So, how does YourPCM offer great support?"

Well, it's about multiple support channels, such as phone, email, and on Zoom. This caters to the diverse preferences of our user base. We offer them a choice and by doing this, we ensure they can access the help they need in a manner that suits them best, leading to increased satisfaction. It helps to be in the same timezone, which is why we only work with UK small business owners.

And don't forget that in the SaaS flywheel scenario I spoke about recently, as good support, customer retention and subsequent referrals are all vital tools in ramping up your flywheel speed.

The role of support in the SaaS industry cannot be overstated.

Love, light and logic ...



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About Steffi Lewis ...


Foodie, sci-fi nut, cat lover, brain aneurysm & cancer survivor, countryside dweller, SaaS entrepreneur, developer and networker.

Published my first website in 1993 for the Open University and am highly experienced with Windows Servers, SQL Server, HTML, Classic ASP, JavaScript, and CSS.

I've also worked as a professional photographer in Los Angeles, USA and been a vision mixer and producer for live television in my time.

I live in a village north of Milton Keynes with my two cats, Baggins and Gimley, and a large planted aquarium full of unruly tropical fish.


01908 875991