The dream for any SaaS company – at least from a purely business perspective – is to offer an off-the-shelf, turnkey software solution that requires as close to zero support as possible. Great products that are well-designed, intuitive, and comprehensive present users with a complete self-service experience.
Of course, for both reasons of practicality and preference, engaging with a live person is, and should always be, an attractive option. At Gain, we pride ourselves on a commitment to an absolutely best-in-class Customer Success team.
When reflecting on this, it occurred to me that customer touchpoints are not limited to top-of-mind support interactions. In order of the more-to-less obvious, here is a partial list of routine, interpersonal engagements:
- Onboarding – filing setup and initial user training
- User Support – ongoing assistance on both a planned and an ad hoc basis
- Legal and Compliance – communication regarding legal matters of procurement
- Data Security Review – initial and ongoing communication regarding Gain’s data security framework
- Accounting and Invoicing – support on routine matters and ad hoc billing matters
Gain’s reputation is well established on the two top points – just talk to our customers, check out Gain’s growing library of Customer Stories, or industry accolades to understand how our team excels at supporting financial reporting teams.
Far less apparent is our approach to being a good partner at the business level. With Gain, there is always a knowledgeable, responsive single point of contact to respond to inquiries on legal, security, and accounting matters.
This may seem like a minor point, and you don’t really hear of companies which tout that their accounting department is responsive to inquiries, or that they are focused, professional, and attentive on data security reviews.
At the same time, being a good business partner speaks volumes about a company’s approach and culture with regards to supporting customers.
Make sure to check out our other blog posts, and follow Gain Compliance on LinkedIn.