Do you think customer support for a landing page and SaaS product dashboard should be different?

Question

I have created a few saas products before and believe customer support for a landing page (lead generation) and customer support for your saas dashboard should be different (correct me if I am wrong).

However, all customer support solutions have 1 generic solution for all.

Do you think there's a requirement for post-sale support for saas?

Krishna Kumar · Accepted Answer

There is definitely a need for post sales support for SaaS. You never know what problems customers would face, including from not understand the features and from parts or the whole site itself going down

Adithyan Selvaraj · Answer

Imo, Customer support should be different for both the Landing page and the Saas product dashboard. Because for the landing page not much is needed in terms of customer support. But for the dashboard, one has the knowledge to tackle problems, listen to client queries carefully, offer the right solutions, etc.

Anurag · Answer

@kkumarkg hi, we are trying to build a solution around the same problem. A customer feedback tool for saas. https://www.mezchip.com/saas Let me know your thoughts?

Anurag · Answer

@rahul_2992 can you highlight some usecase for dashboard support?

Rahul Jain · Answer

@ak_8085 I would say - 
1. Answering user questions on how to use specific features. 
2. Payment reconciliation related use cases 
3. We had tried to solve a number of these problems with hint text and explainer videos

Anurag · Answer

@adithyan do you think automation for dashboard support makes sense?

Krishna Kumar · Answer

@ak_8085 Depends on the value of your product and how important it is to the user. if immediate turn around is required, hone / chat is the best. Discord / Slack is another option. Else email

Adithyan Selvaraj · Answer

@ak_8085 I don't think so. As it requires human intervention in many places. May be you can include a guide for FAQ's to solve problems.

Rahul Jain · Answer

Yes. The usecases and goal of both would be entirely different.

Anurag · Answer

@kkumarkg what do you think is best way to cater post sales support for SaaS ?

Do you think customer support for a landing page and SaaS product dashboard should be different?

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