Saas self service

Saved a month after the portal's cost

$2,841

Tickets deflected a month

360

Saved a year

$34,092

The numbers on this page come from the inputs you enter and the method stated: 3,600 seconds to an hour, 52 weeks to a year, twelve months to a year, and nothing else. No industry shrinkage figure, no occupancy benchmark and no assumption about your attrition; every one of those is yours to enter.

SaaS self service is the version of customer self-service where the customer is an account: a company on a plan, with seats, invoices, a billing contact and a product they use every day and ask the same questions about. A software company's ticket log is dominated by three kinds of request, the how-to question the product should have answered, the account change the customer should have been able to make, and the invoice they should have been able to find, and a self-service portal is the place all three go. This page is about what the portal holds for a software company and what it deflects; the free deflection savings worksheet on this site works the case from your own ticket count, with no account and no vendor named.

Open the Customer self service software: the deflection savings Free to use. No account, no card, no trial clock.

The how-to question: the help centre

Most of a software product's tickets are questions the documentation should answer, and the content plan is sized from the ticket categories: the worked example's eight categories at four articles each is 32 articles covering 80% of 1,200 tickets a month. A software company's categories map to its features, and the articles are the ones support already pastes into replies.

The account change and the invoice: the account view

Plan changes, seats added, billing contacts updated, invoices downloaded: none of these need an agent, and each is a ticket today. The account view shows the customer their own plan, seats, invoices and payments and lets them change what the pricing page says they may; the paid plan keeps each change as a request against the account.

What it saves, at a software company's volumes

1,200 tickets a month at a 30% share is 360 deflected, $2,841 a month at $8 a ticket less a $39 portal, and $34,092 a year on the worked example, before the account changes that stop being tickets at all. The help-desk suites price their portals per agent, $19 to $115 per agent per month on the pages cited below; this site prices the company.

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Saas self service: common questions

What does SaaS self service include? A help centre for the product's how-to questions, an account view where the customer changes their plan, seats and billing contact and downloads invoices, and a request form for what those cannot do. The worksheets on this site size the help centre and work the saving.

How do help-desk suites price a customer portal? Per agent per month: Freshdesk Growth $19 billed annually, Zendesk Suite Team $55 paid yearly, Suite Professional $115, on the pages cited below and read on the date shown. Deflectvo Pro is $39 a month for the company.

Is there a free worksheet for the self-service business case? Yes. The customer self service software worksheet on this site is free and needs no account: tickets, share, agent cost, portal cost, set-up hours and a rate in, deflection, savings and payback out, printed as it stands.

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