SaaS products should run smoothly. It is expected that customers will receive support, whether they encounter issues with logging in, billing or technical issues.
SaaS companies can find themselves struggling to answer customer queries due to growing numbers of customers. It can be tricky for a small support team to answer all the questions, especially if there are customers in Different Time Zones.
Using AI Customer Support can help answer common questions, sort support tickets and suggest solutions. It can help your support teams with their workload.
However, complex technical issues, billing disputes and sensitive customer queries will still need a trained member of support.
This guide will show you how AI Customer Support works, the areas you can use it within your SaaS business, the benefits and how to implement it into your processes.
What is AI Customer Support for SaaS Companies?
AI Customer Support is when artificial intelligence is used to help answer customer queries for software companies.
SaaS companies provide software over the internet. Usually customers will pay for this software using a subscription model. Customers may be using this software to complete tasks such as accounting, project management, communication, marketing and CRM.
They often need help with:
- Setting up or managing their account
- Changing passwords and getting back into their account
- Understanding how to use the product
- Understanding their subscriptions and payments
- Resolving common technical issues
- Connecting the software with other applications
- Understanding their account settings and permissions
These are usually dealt with by a traditional support team via email, live chat or tickets.
Using AI can help by understanding what the customer is asking for. The AI can then look up approved information and suggest answers. It can also help route the queries to the correct team.
For example a customer may ask:
How can I change my subscription?
The AI support assistant can understand what they are asking. It can then give them instructions from the companies help centre. If they need account specific help, it can route them to a human agent.
How does AI Customer Support Work for SaaS Businesses?
AI Customer Support uses a range of technologies to understand customer queries.
Depending on what software you are using and support system, the process will vary slightly. But most will follow similar steps;
1. Taking Customer Queries
Customers can query your SaaS company via:
- Live chat on your website.
- Email.
- In-app messages.
- Helpdesk forms.
- Customer Support portals.
An AI powered support system can help streamline the process.
Making it easier for your support team to manage queries.
2. Understanding Customer Needs
The AI can understand what the customer is asking for using natural language processing.
It doesn’t always need them to use specific keywords or commands.
For example, the following would have a similar meaning:
- How can I reset my password?
- I’m having difficulty logging in.
- I’ve forgotten my login details.
The AI can understand that all of these queries are related to getting into their account.
This means customers can explain their issues in their own words.
3. Finding Relevant Answers
The AI can look up approved information such as a knowledge base, help centre or product documentation.
It can then use the information to answer the query.
For example, if they ask how to set up a project, the AI can give them the steps from your official instructions.
However, the quality of the answers depend on the information available. If the documentation isn’t up to date or detailed, customers can be confused.
4. Sorting & Prioritising Tickets
Not all queries will have the same level of urgency.
General questions about product features may not need to be answered quickly. However, if they are causing issues getting into their account or affecting an important business process, they may need quicker support.
Using AI can help you categorise queries.
It may notice they are related to:
- Technical issues.
- Billing.
- Account issues.
- Feature requests.
- Product feedback.
- Urgent support.
You can then get the queries routed to the correct support team.
5. Helping Support Agents
The AI can help support agents.
It may be able to give a summary of a long conversation, suggest an answer or find relevant troubleshooting instructions.
The support agent can then check the suggested answer and make any changes before sending.
This can help reduce repetition whilst ensuring humans are dealing with important customer queries.
Benefits of AI Customer Support for SaaS Companies
Implementing AI can help improve several areas of your Customer Support.
Faster Response Times for Common Queries
Customers may not want to wait for an email response to a simple question.
Using an AI assistant can give them instant advice on common queries such as password resets, account settings and general product help.
This can be useful if they need help outside of standard working hours.
However, not all queries can be answered instantly. More complex queries may still need to be investigated.
Reduce Repetition
Support teams often get asked similar questions.
Answering these can take time away from more complex customer queries.
Using AI can help answer or assist with common queries, leaving your support agents to spend more time on queries that need human intervention.
Easier Ticket Management
As you grow your SaaS company, you may get hundreds or thousands of support queries.
This can become difficult to manage.
Using AI to help categorise tickets can make it easier for your team to see what needs to be done.
More Consistent Communication with Customers
Support agents may explain features in different ways.
Using AI can help by using approved company documentation to give consistent answers.
You can also use pre-defined suggested answers to keep your communication clear.
However, it’s important to have humans check the answers, especially if they relate to account details, payments or technical decisions.
Support for Customers in Different Timezones
SaaS products can be used by customers across the USA, UK and other countries.
You may not have a support team available in all timezones.
Using AI assistants can help answer common queries at any time of the day, including evenings, weekends and holidays.
This means customers can get basic information from somewhere else.
Improved Customer Experience
Customers generally want clear answers. Using AI can help make it easier for customers to get the information they need. It can also help reduce waiting times and route complex queries to the right place.
Combined with helpful human support, this can help create a smooth experience for your customers.
Common Uses for AI Customer Support in SaaS Companies
Depending on what type of software you have, you can use AI to help with the following customer service tasks.
Setting Up Software
New customers may need help setting up their account. An AI assistant can help explain basic steps, how to use common settings and direct them to the right tutorials.
For example, a project management platform can use AI to help explain how to set up a workspace, invite team members and organise tasks.
Technical Issues
Customers may have issues with errors, missing features or performance issues.
The AI can help gather information about the issue and suggest relevant troubleshooting.
If it needs to be investigated technically, it can help create a ticket for the relevant team.
However, it shouldn’t say it has resolved the technical issue unless it has been confirmed.
Billing & Subscription Issues
Subscription based software often gets questions about;
- Pricing plans.
- Payment options.
- Renewals.
- Invoices & Receipts.
- Upgrades & Downgrades.
- Canceling an account.
The AI can help explain general billing policies using approved information.
However, if they need a refund, payment dispute or changes to their account, they may need secure access to their account and human intervention.
Product Features
Customers may not know how to use all the features of your SaaS product.
An AI assistant can help them find the correct settings, understand what tools are available and follow product instructions.
This can be useful if the platform has lots of features or complex interface.
Gathering Customer Feedback
The AI can help organise customer feedback from conversations and surveys.
For example, it may group feedback about slow performance, missing features and confusing navigation.
The product team can then look at the trends to see what customers are struggling with.
However, it’s important to check the categories created by the AI before making important decisions about your product.
Key Features to Look for in AI Customer Support Software
Not all AI support software will have the same features. Consider what you actually need from your support team when choosing.
Understands Natural Language
The software should understand general questions that customers may ask.
It should be able to recognise different ways of asking the same question.
Integration with Knowledge Base
A useful AI assistant should be able to use reliable information such as help articles, FAQs and product documentation.
Check how it updates its knowledge base against your documentation.
Route to Humans
Customers should be able to easily contact a human.
The system should give the human useful information from the conversation so they don’t need to ask the customer to explain the same issue.
Ticket Management
The software should integrate with your current helpdesk or Customer Support.
Check if it can create, categorise, update and route tickets as needed.
Security & Privacy
SaaS companies may need to deal with customer details such as their name, email address, business information and account details.
Before using an AI, check what their policies are around data, access, retention and security features.
Don’t send sensitive customer information to tools that haven’t been properly checked.
Reports
Useful reports can help your team understand;
- What questions customers are asking most.
- What queries need human support.
- What they are struggling to find information on.
- Whether the AI is helping.
- What issues aren’t being resolved.
This can help improve your product and support.
How to Implement AI Customer Support in your SaaS Business
You don’t need to completely change your support system. Start by implementing AI slowly to see how it works and spot any issues.
1. Understand Current Queries
Look at what questions your customers are asking most.
Categorise them into sections such as account access, billing, product features and technical issues.
This will help you understand what tasks you could use AI for.
2. Choose the Right AI Support Tool
Consider how big your business is, your budget, current helpdesk and what features you need.
Will you need a chatbot for your website? An AI agent for your helpdesk? Or an assistant to help humans?
Don’t go for a tool with lots of features. Choose one that will help your customers.
3. Set Up Knowledge Base
AI will need reliable information to help give useful answers.
Check your help articles, FAQs, product guides and support policies.
Ensure there isn’t any out-of-date instructions and important information is easy to understand.
4. Start with Simple Tasks
Start with low risk queries such as password instructions, general product help and general subscription information.
Keep humans available for complex queries.
5. Test
Try asking different questions.
Check the AI is giving accurate answers, knows when it doesn’t know and routing complex queries.
6. Track & Improve
Regularly check conversations and feedback.
Update your knowledge base, clarify any confusing answers and make changes where needed.
AI Customer Support should be an ongoing process.
Issues with AI for SaaS Customer Support
Whilst AI can help your support teams there are some limitations.
Incorrect or Incomplete Answers
The AI may not understand the question or give information that doesn’t fit with your current policies. To reduce this, ensure you use approved documentation, test common queries and have clear routing to humans.
Complex Issues
Some technical issues will need to be investigated, access to the account or decisions made by experienced staff.
The AI may be able to gather information and suggest simple steps but shouldn’t replace qualified support.
Privacy Concerns
Customers may give personal or business information.
SaaS companies should understand how their AI provider stores, processes and secures this information.
Limit access to customer data and ensure you are following any privacy requirements.
Costs
There may be costs involved with using AI. Subscription fees, integration and maintenance.
Ensure you are getting value for money by considering what support tasks you can actually improve.
A small business may benefit more from a simple chatbot.
FAQs
What is AI Customer Support for SaaS?
AI Customer Support for SaaS is when artificial intelligence is used to help software companies answer customer queries, manage support tickets, give product advice and automate common support tasks.
Can AI handle SaaS Customer Support?
AI can be used to answer common queries but shouldn’t be used for everything. Complex technical issues, billing disputes and sensitive customer queries may need human support.
How can AI chatbots help SaaS businesses?
AI chatbots can answer common queries, give advice on product features, share help articles and gather information about customer issues. They can also route complex queries to support agents.
Can small SaaS companies use AI Customer Support?
Yes. AI can help small SaaS companies by managing common repetitive queries and providing basic support when your team aren’t available. Choose a tool that fits your budget and what you actually need.
Will AI Customer Support increase customer retention?
AI can help with customer retention by making it easier for customers to get help, understand product features and resolve common issues. However, it depends on your product quality, price, reliability and overall customer experience.
What should SaaS companies consider when choosing AI support?
Ensure the answers are accurate, it integrates with your knowledge base, routes to humans, integrates with your helpdesk, has security features, reports and overall costs.
Conclusion
AI Customer Support can help make customer service easier to manage as your software company grows. It can help answer common queries, sort tickets, help new users and reduce repetition.
However, to get the most out of it you will need accurate product documentation, the right tools, clear privacy and a reliable process for humans.
Start with simple support tasks, test and improve based on customer feedback.
With AI and support teams working together, SaaS businesses can provide a more organised, accessible and helpful experience for their customers.
