Avoiding churn is one of the most important things that a SaaS company can do. The cost of acquiring a new customer is much higher than the cost of selling to an existing one. But while the specific reasons for churn can vary, they all share a common thread — unhappy customers.
For customer service teams, this presents a unique opportunity to provide value. Since support has the most direct interaction with your customers, it’s also in the best position to keep them happy. One way to do this is through he proper management and curation of self-serve support forums.