Increase Support Requests

Convert more free trial users by increasing help requests
Increase Support Requests

When it comes to customer support, there's a clear consensus in the SaaS industry: get fewer support emails by helping customers help themselves, the assumption being that customers would rather have faster answers than wait to deal with a support agent.


But what if this assomption is wrong? What if it can even hurt your conversion rates?


By digging deep into their data, Groove's team realized that free trial users who emailed them for support were nearly nine times more likely to convert to paying customers at the end of their trials than those who never reached out.


They've implemented 3 strategies to increase this number of support emails without degrading their user experience:


- Optimize your help widget to prompt users to ask for help rather than redirecting them to help docs.

- Setup customer support emails in your onboarding sequence to offer help.

- Reach out to users who spend too much time on particular tasks. You can identify them by implementing an alert system that notifies you about struggling users.

When it comes to customer support, there's a clear consensus in the SaaS industry: get fewer support emails by helping customers help themselves, the assumption being that customers would rather have faster answers than wait to deal with a support agent.


But what if this assomption is wrong? What if it can even hurt your conversion rates?


By digging deep into their data, Groove's team realized that free trial users who emailed them for support were nearly nine times more likely to convert to paying customers at the end of their trials than those who never reached out.


They've implemented 3 strategies to increase this number of support emails without degrading their user experience:


- Optimize your help widget to prompt users to ask for help rather than redirecting them to help docs.

- Setup customer support emails in your onboarding sequence to offer help.

- Reach out to users who spend too much time on particular tasks. You can identify them by implementing an alert system that notifies you about struggling users.

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