NSYS Group

SaaS products: the importance of customer service

SaaS products

There are many ways of running business, but all of them can be divided into 3 main groups:

  • Software as a Service (SaaS)
  • Platform as a Service (PaaS)
  • Infrastructure as a Service (IaaS)

Each of the models has its own concepts, benefits, and variances. We, as a Saas company, know firsthand about all the advantages and pitfalls of our working model and today we are going to share them with you.

What is a SaaS product?

Software as a service (SaaS) is a web-based or a hosted software that you can use online without installing it on your computer or mobile device.

The main advantage of SaaS products is that there is no need for expensive equipment or complex software installation. Instead, you can easily access the service via the Internet. The SaaS company hosts the software on its servers and provides it to customers on a subscription basis, as if for rent. The product's maintenance is the provider's responsibility.

SaaS is a relatively young area even within the IT market. At the same time, the dynamics of its development indicates that many companies now see the future in Cloud solutions. Back in 2018 the Gartner survey found that “twenty-eight percent of spending within key enterprise IT markets will shift to the cloud by 2022”. In 2022, the predictions came true: over a third of organizations rank cloud investment as one of their top three investment priorities.

This profitable business model allows cost optimization for both parties. Indeed, by accessing the software via the Internet, the customer saves on the purchase of physical infrastructure, and also spends less money on “renting” the program than on the classical licensing scheme. The SaaS model allows the developer to effectively deal with unlicensed use of software, as well as reduce the cost of deploying and implementing product technical support systems.

As a Saas customer, you don't have to worry about the product's technical maintenance as well as security of your data and customer support in case of problems with use. To familiarize customers with the functionality, SaaS platforms provide demo versions, free tariff packages with limited functionality, or full access to tools for a limited period of time. Due to the relatively low cost and ease of use, the popularity of SaaS platforms is growing rapidly.

The main advantages of SaaS solutions

  • SaaS products can be accessed through any device with a simple internet connection.
  • Flexible user-based pricing
  • Quick distribution to employees
  • Continuous functional improvements
  • Quick security updates
  • High scalability and flexibility
  • Wide range of system compatibility
  • No investment in equipment

Customer Service in Saas product

The main feature of SaaS as a business model is that the owner is fully responsible for service upgrade, maintenance and management. To use the functionality of the platform, customers don't need to download, install and update software. Accordingly, if the entire client service falls on the software provider, then it needs to be given a lot of attention. 

All the advantages above can turn into disadvantages if you stumble upon an unscrupulous provider. As we have already said, when buying a SaaS solution, the client pays not only for the product itself, but for the service as well. However, not all SaaS providers are attentive to customer service and clients are left to fend for themselves. Many business owners find it normal to wait several hours for a support response while their workflow freezes or not being able to contact technical support for help in their native language. If you also think this way, then you simply don't face a really high-quality service.

NSYS solutions

In NSYS, we understand the importance of customer service and always take care of the positive user experience of our customers and partners. 24/7 multilingual support and personal training for you and your staff help you to always get the best service and maximum benefit from our products. 

Also, a distinctive feature of the NSYS solutions is its focus on clients needs and solving the problems of each business individually. We always listen to feedback from our customers and customize the products according to your desires and requirements.

The quality is proven by the experience of our numerous customers:

Try NSYS solutions and feel the real power of a truly high-quality service.

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