Skills

Customer relations

With my experience as the owner of various SaaS solutions, I have learned that establishing and maintaining customer relationships is very important. This only brings benefits:

Customer retention: By actively maintaining customer relationships, I strive for long-term partnerships.
Word of Mouth: Strong relationships lead to positive recommendations, which contribute to organic growth.
Feedback-driven growth: The many interactions have led to valuable insights, which continuously improve my services.
Personal support: Every customer is unique, and I ensure that support is tailored to their specific needs.

Thanks for the swift and ‘human’ response. Many times, contacts to support are met with canned responses by bots. But Paste Pixel support gives me the feeling that my suggestions will be or have been truly considered.

Response from a customer after contact with me.

Providing support

Combined between all SaaS projects, I have now contacted and provided support to hundreds of customers. This was initiated in several ways, such as:

A customer filling out a contact form
A customer sending a WhatsApp message
Of our own accord, for example to collect feedback

Contact form for (potential) customer questions.

Technical support

By far the most contact concerns customer questions about the system. Such as whether there is a certain functionality and/or how to use it. My strength lies mainly in thinking along with the customer and almost never sending standard answers.

For example, if a functionality was missing, I indicated an alternative method. And otherwise, either we will implement it in the future and over what period, or I took it up as a suggestion from a customer. In the latter case, I would contact the customer again when it was implemented.

Honest advice

An important aspect I have learned is that being honest and having to say "no" pays off. After all, a customer does not want to use a service that is not suitable. And as a company you don't want customers who are not satisfied and use the service for a short period of time.

For example, there have been potential customers for whom the service itself was not suitable, but who subsequently recommended it to others for whom it was.

Good support increases the value per customer

Another thing I've learned is not to rush or allocate a maximum time for support tickets. Sometimes it happens that a relatively simple question from a customer can take a lot of time, for example because the customer asks further questions or because it is still unclear.

Instead of just referring to a help article, I really try to help the customer until he or she is satisfied. The customer even uses a free part of the service. In the long term, the customer can pay for the service or remain subscribed for a long time.