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How to Measure the Impact of Customer Support for Your SaaS Business

Posted 14 May 2023 by Simon Austerberry

In the world of Software as a Service (SaaS), the importance of customer support cannot be overstated. It can make or break your business in terms of customer satisfaction, retention, and even brand reputation. But how do you accurately measure the impact of your customer support efforts? In this article, we will explore the key metrics and strategies for analyzing customer support data and implementing improvements in your SaaS business.

Understanding the Importance of Customer Support in SaaS

As the SaaS industry continues to grow, it is becoming increasingly important for companies to prioritize customer support. While customer support may seem like a simple aspect of a business, it plays a critical role in the success of SaaS companies.

Effective customer support goes beyond just answering customer queries and resolving their issues. It plays a pivotal role in customer retention, which in turn directly affects your business' bottom line.

The role of customer support in customer retention

Studies have shown that customers who experience a positive support interaction are more likely to stay with a company. In fact, research by Bain & Company has found that increasing customer retention rates by as little as 5% can increase profits by 25% to 95%. This illustrates the importance of providing high-quality customer support to retain your customers.

One way to improve customer retention through support is by providing proactive support. Proactive support involves anticipating customer issues and resolving them before they become major problems. By providing proactive support, you can show your customers that you care about their success and are invested in helping them achieve their goals.

How customer support affects customer lifetime value (CLV)

Customer lifetime value (CLV) is the total amount of revenue a customer generates over the course of their interaction with your business. Effective customer support can have a positive impact on CLV, as customers who have a positive experience are more likely to continue using your product or service and recommend it to others.

Additionally, providing excellent customer support can lead to upselling and cross-selling opportunities. By building a strong relationship with your customers, you can identify areas where they may benefit from additional products or services and offer them as a solution.

The impact of customer support on brand reputation

Your brand reputation is closely tied to the level of support you provide to your customers. Studies have found that 79% of customers who experience poor support are likely to switch to a competitor, while 59% will spread the word about their experience with others. On the other hand, customers who receive excellent support are likely to become brand advocates and refer others.

Providing excellent customer support can also help to differentiate your brand from competitors. In a crowded SaaS market, customer support can be a key differentiator that sets your company apart from others. By providing exceptional support, you can build a loyal customer base and establish your brand as a leader in the industry.

In conclusion, customer support is a critical aspect of any SaaS business. By prioritizing customer support, you can improve customer retention, increase CLV, and enhance your brand reputation.

Key Metrics to Measure Customer Support Performance

Now that we've discussed the importance of customer support in SaaS, let's dive into the metrics you can use to measure its impact.

First response time (FRT)

First response time (FRT) measures the time it takes for a support representative to respond to a customer's initial query. This metric is critical because it sets the tone for the customer's entire support experience. Long response times can lead to frustration and negatively impact the customer's perception of your business. Aim to keep your FRT below 24 hours.

Average handle time (AHT)

Average handle time (AHT) measures the time it takes for a support representative to resolve a customer issue. This metric is important because it impacts the productivity and efficiency of your support team. However, it's essential to balance AHT with other metrics like customer satisfaction, as rushing customers off the phone or chat can lead to a poor experience.

Customer satisfaction score (CSAT)

Customer satisfaction score (CSAT) is a measure of how satisfied customers are with your support services. It can be measured on a scale of 1 to 5 or 1 to 10, with higher scores indicating higher satisfaction levels. Regularly survey your customers to gather their feedback and use it to make improvements.

Net promoter score (NPS)

Net promoter score (NPS) measures the likelihood of customers to recommend your business to others. It can be a powerful indicator of customer loyalty and can be used to identify areas for improvement. A higher NPS generally indicates a more loyal customer base and can lead to increased word-of-mouth referrals.

Customer effort score (CES)

Customer effort score (CES) measures the ease of the support experience for the customer. It can be measured by asking customers how easy or difficult it was to get their issue resolved. Make an effort to reduce customer effort by providing clear and concise information, minimizing hold times, and streamlining support processes.

Analyzing Customer Support Data

Now that we've discussed the metrics for measuring customer support performance, let's explore how to analyze this data to identify trends and opportunities for improvement.

Identifying trends and patterns

Regularly analyzing your customer support data can help you identify trends and patterns in customer issues, which can then be addressed proactively. For example, if you notice a spike in customer inquiries about a particular feature of your product, it may be a sign that the feature is unclear or could benefit from additional documentation or training materials.

Benchmarking against industry standards

It's also essential to benchmark your support metrics against industry standards to understand how your business compares to peers. This can help you identify areas where you're doing well as well as areas that may require improvement.

Using data to drive improvements

Finally, use the data you gather to make improvements to your support operations continually. This could involve implementing new support tools or technology, investing in team training and development, or streamlining support processes. Regularly measuring and analyzing your customer support data is a critical component of an effective support strategy.

Implementing Changes to Improve Customer Support

Now that we've discussed measuring the impact of customer support on SaaS and analyzing support data let's explore some strategies for implementing changes to improve your support operations.

Investing in customer support tools and technology

One way to improve your support operations is to invest in customer support tools and technology. This could involve implementing chatbots or AI-powered support solutions to handle routine customer inquiries or integrating support tools into your SaaS product. These tools can help you provide faster and more efficient support to your customers.

Enhancing support team training and development

It's also essential to invest in your support team's training and development to ensure they have the knowledge and resources to provide high-quality support services. This could involve regular training sessions, providing opportunities for career growth and development, and offering incentives for exceptional performance.

Streamlining support processes

Finally, streamlining your support processes can help you provide faster and more efficient support to your customers. This may involve reducing the number of steps required to resolve an inquiry or automating routine tasks to free up support representatives to focus on more complex issues.


Measuring the impact of customer support on SaaS is critical to providing high-quality support services that promote customer loyalty and retention. By leveraging metrics like FRT, AHT, CSAT, NPS, and CES, SaaS businesses can identify trends, benchmark against industry standards, and drive improvements to their support operations. Strategies like investing in support tools and technology, enhancing team training and development, and streamlining support processes can help businesses take their customer support to the next level.