Do you think having a chat tool for SaaS Business is necessary?

Question

Imagine you have a SaaS product and already build a solid knowledge base and ticketing system. You have a freemium plan so you are forecasting you will have huge amount users.

Would you implement a live chat tool? If not what kind of strategy would you follow?

Steven Birchall · Accepted Answer

Most live chat tools, like Intercom, feed into support tickets / conversations if you don't have anyone free to answer questions at that point in time, so if you do implement it, it doesn't mean you suddenly are needing a resource sitting there answering questions.

Biggest advantage for having the live chat is it does allow you to have a real time conversation with your potential customers if it suits you. For early days in SaaS, it can mean the difference between making an interested party sign up/upgrade or turning a disgruntled user into one of your biggest advocates.

Ozan Yalçın · Answer

@stevenbirchall These are good points. Thank you!

Uma Venugopal · Answer

I'd think it would be helpful in user onboarding and customer support.

Uday Patel · Answer

Yes chat tool is really helpful. I suggest intercom, or zendesk you can apply to startup program and they will give you good price. It’s necessary because without it you cannot answer your customer right away with proper information and thats not good for business

Ozan Yalçın · Answer

@uday_patel4 Yeah, I agree with that. But I'm considering the workload and If we can't answer questions on time customers might be a disappointment

Nimesh · Answer

I guess it'd make the customer feel more 'secure' knowing there might be a human on the other side

Uday Patel · Answer

@ozan_yalcin1 set up some automated guides based on questions so atleast they can have some answer

Do you think having a chat tool for SaaS Business is necessary?

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