{"id":3767,"date":"2016-03-31T16:49:48","date_gmt":"2016-03-31T14:49:48","guid":{"rendered":"https:\/\/chartmogul.com\/blog\/?p=3767"},"modified":"2023-08-09T21:02:24","modified_gmt":"2023-08-09T19:02:24","slug":"saas-qa-customer-support","status":"publish","type":"post","link":"https:\/\/chartmogul.com\/blog\/saas-qa-customer-support\/","title":{"rendered":"SaaS Q&A: How much should you spend on customer support?"},"content":{"rendered":"

Consider how crucial customer success and retention are to SaaS growth and profitability. If your customer support system<\/a> can help keep a customer happy, engaged, and onboard \u2014 and keep that revenue recurring \u2014 then the money invested in customer support is worth it. Of course it\u2019s also worth it to keep your customer support lean and efficient.<\/p>\n

What’s normal?<\/h1>\n

There\u2019s likely not such a thing as a “typical amount” that SaaS companies spend on support. SaaS companies are all different in terms of their size and product offering, as well as the volume and complexity of the questions they receive.<\/p>\n

The most useful answer would probably be some comparison between companies as to what percentage of expenditure goes to customer support, though it\u2019s unclear where this data is available. As a point of reference, though, Totango recommends<\/a> spending 1 to 2 percent of revenue on customer success<\/em> programs. Whether customer support falls under the larger umbrella of customer success in your organization, and how you prioritize those two programs, factors into how you might budget for customer support specifically.<\/p>\n

Other factors that impact your customer support budget are below… followed by some ideas to help lower those costs, too.<\/p>\n

Here are some of the main factors determining customer support costs:<\/h3>\n