1. A SaaS owner’s guide to managing your customer support process

    While your blog is the external face and voice of your company, your support team is the internal one. According to Jason Lemkin of SaaStr, SaaS companies — especially startups — should be using their company’s product, even if the teams don’t strictly ‘need’ to. That brings up an interesting issue — by putting every single employee on support in some capacity, you’re tackling several problems at once. You’re lightening the load of the dedicated support teams, teaching employees about the product they may well be advertising or marketing and gathering vital data from users on how the product ...

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