SaaS
SaaS company
A SaaS company kept trial users waiting for technical answers. Chathands answered trial questions, spotted upsell moments and routed users to the right consultant.
- Sector
- SaaS
- Channels
- Live chat · Email
- Result
- Trial users got faster answers and were better guided towards a subscription.
Summary
A SaaS company kept trial users waiting for technical answers. Chathands answered trial questions, spotted upsell moments and routed users to the right consultant.
The challenge
Trial users asked technical questions via chat, but the support team was in meetings during the day and only responded late.
Our approach
01
Conversation analysis
We mapped the recurring questions: Trial users asked technical questions via chat, but the support team was in meetings during the day and only responded late.
02
Team and knowledge base
We trained a dedicated team on tone of voice, products and processes, and captured everything in a shared knowledge base.
03
Live on the channels
Chathands answered trial questions, recognised upsell moments and routed users with complex questions directly to the right consultant.
04
Steering on data
Weekly reporting on volume, response time and topics. The effect: Trial users got faster answers and were better guided towards a subscription.
Results
- Response time
- Within 30 seconds
- Trial-to-paid
- +18%
- Followed-up leads
- +42%
- NPS
- +15
Frequently asked questions
How fast was this team live?
A team like this is usually live within two weeks: onboarding, training on your tone of voice and the first conversations on Live chat · Email.
Does the brand experience stay intact?
Yes. Our specialists work entirely under the name of SaaS company and follow the agreed tone of voice and escalation rules.
Why is this case anonymous?
We keep our clients anonymous because of privacy and the reputation of the organisations we serve. During a demo we show live examples of specific situations.
What does a setup like this cost?
Monthly plans start at 149 euro per month plus 2.75 euro per handled conversation, including our own customer communication software. Flex works without a monthly fee.
Your customers are already talking. Let Chathands answer.
Real people. Real conversations.