Bastin Gerald’s Post

Off the back of SaaStr Annual and Jason's comment during the AMA that "the simplest thing you can do this week is to upgrade your support". We took it upon ourselves to do drill down on this notion, and do some benchmarking to see what the current baseline was for the SaaStr community. To kick off the exercise, we created a scoring system for the 15-point assessment we use when examing how a company's website highlights its customer support options. In our world, we refer to this as a company's "Tier-0 Posture" (I will expand upon this concept in a post later this week). The 15 elements we look for are as follows: Accesibility and Transperancy 1) Is there "Support" or "Help Center" navigation on the main page header, footer, or in a drop-down under "Resources" or "About Us"? 2) In there a published phone number (even if it is not a support-specific number) on the "Contact Us" page or in the header or footer of the main page? 3) Are there published support hours on the main page, support or help page, contact us page, or easy to find using the chatbot? 4) Is there a published "support@" or "help@" email address on the main page, support or help page, or contact us page? 5) Are there published "Support SLAs" or "typical response times" on the main page, support or help page, contact us page, or easy to find using the chatbot or in the "Knowledge Base"? 6) Is there a publically available "Knowledge Base" or "Help Center"? Available Support Channels 7) Live phone support (with a support-specific phone number)? 8) Live chat support? 9) Self-serve knowledge base, help center, or robust support FAQs? 10) Answer bot or chatbot? 11) Support via web form or email? Qualitative Analysis 12) If live phone support is provided, are international numbers available? 13) If live phone and/or live chat support is provided, is there a minimum of 12 hours by 5 days per week coverage? 14) If live phone and/or live chat support is provided, is there 12/7 coverage? 15) If there is a public-facing knowledge base, it is well-structured, intuitive, and easily searchable. Each of the 15 elements we look for is weighted from 5 to 15 points for a total of 115 points available. We then divide the points earned by the total number of points available to create a score that falls between 0 and 100. Here's what we found after looking at over 200 B2B SaaS websites: When grouped by "Company Size": 1-50 = 34.6% 51-250 = 38.8% 251-500 = 44.4% 501-1000 = 57.4% 1001-5000 = 75.1% When grouped by "Funding Stage": Seed = 32.7% Series A = 34.4% Series B = 37.3% Series C = 51.5% Series D+ = 62.3% When grouped "Funding Amount": Less than $10M = 31.6% $10M to $50M = 34.2% $50M to $100M = 38.6% $100M to $250M = 51.2% $250M+ = 64.9% Of the 200+ sites we scored, only one checked every single box. Well played Profit.co! Much more to come on this. Watch this space. #startups #b2bsaas #saastr #tier0assessment #getsirius