Software Customer Support Benchmarks

By ProfitWell

ProfitWell’s customer support benchmarks suggest support is transitioning from a cost center to a profit center for many SaaS companies. Not surprisingly, good customer support boosts customers’ willingness to pay (WTP) and overall retention. As SaaS guru and Software Executive editorial board member Patrick Campbell says, “As more and more features get built and the function aspect of software becomes less differentiable, these formerly intangible pieces of your product – design, brand, and even support – will continue to become more and more important.”