Tag Archives: TAC L2

Jul 16

How can we define L1 L2 L3 support for SaaS companies

Tiered support for SaaS growth

  In my previous blog Why Support is the new Sales for SaaS companies I stressed upon the importance of the post-sales support for SaaS companies. How support can ensure growth, retention and high MRR (monthly recurring revenue). How it can disrupt the growth plan and why it should be the topic of boardroom discussions.    Do you believe in this theory? If you do I'm sure you must have pondered over whether you've the right support architecture in place, is there a seamless handshake between different levels ( Level 1, Level 2, Level 3), are SLAs clearly defined ...

Read more
Apr 14

Before your product goes global, your customer support should go global

Global customer support

  If you're a cloud or a mobile app firm, it's absolutely true for you. Why? It’s simple. Intentionally or unintentionally product companies are acquiring global customers much earlier in their life-cycle. The reason could be anything from virality, ease of online customer acquisition, almost no implementation or on-boarding processes. The bottom line here is it's a good time for SaaS companies. But let me tell you, it's a difficult time too. Especially when you reach the office in the morning and see your mailbox flooded with support tickets from your global customers. Since you're not in their time zone, ...

Read more

POPULAR POSTS

How can we define L1 L2 L3 support for SaaS companies July 16th, 2015

  In my previous blog Why Support is the ...

List of Call Center Terminologies : A to Z Contact Center Glossary January 23rd, 2018

This blog aims to talk about some of the ...

Bandwidth Requirement for HD Video Conferencing in 2019 (HD/FHD/4K) September 19th, 2017

Video Conferencing has knitted the world closely. Now, geographical ...