Top 10 Customer Service Tips to Drive Retention in 2025

Today’s customer expectations have become a moving target, and most companies end up missing the mark.

Your customers are no longer willing to put up with delayed responses, canned replies, or support that feels as generic as a template. Just one poor interaction, and they’re eyeing the door.

And it doesn’t end there. Every customer who feels unheard, every issue left unresolved, every interaction that lacks warmth or understanding—that’s a point against your brand, a reason for them to consider the alternatives.

But what if customer service could be more than just damage control?

With the right customer service strategies, every interaction won’t just be about resolving issues, but about building relationships, ensuring loyalty, and setting your brand apart. This way, you don’t just meet expectations—you exceed them.

This guide breaks down 10 essential customer service tips tailored for B2B companies ready to elevate their game.

What is great customer service?

Great customer service refers to the approach to customer service that combines empathy, adaptability, and consistency to ensure customer satisfaction and meet their evolving needs. This means providing tailored support, anticipating needs, and creating a seamless experience that drives customer loyalty and growth.

Making your customer service great means going beyond solving issues—it’s about creating value with every interaction. In SaaS, where customers rely on your product for mission-critical tasks, empathy and adaptability are vital. Empathy helps you understand their challenges, and adaptability allows you to tailor responses to changing needs.

But it’s consistency that ties it all together. A whopping 98% of consumers agree that a positive experience with an organization results in a greater likelihood to purchase or continue to purchase from them. This means every interaction matters. In B2B SaaS, your customer service practices boost not only your customer retention rate, but also revenue growth and brand reputation.

Top 10 customer service tips to build loyalty and trust

1. Personalize every interaction

Today’s customers expect service to be more than functional; they want it to feel personal. In fact, 66% of B2B customers expect fully or mostly personalized experience while purchasing software, as per a Forrester study.

In a B2B SaaS context, this goes beyond using a customer’s name. It’s about knowing their specific pain points, understanding their journey with your product, and treating them like a partner rather than a transaction.

Implement personalized responses by leveraging data from CRM systems or past interactions. Instead of a one-size-fits-all approach, tailor each response to their previous concerns or unique needs. For example, if a customer has encountered a recurring issue, acknowledge it specifically and outline proactive solutions.

2. Show empathy to build relationships

Empathy transforms simple support into meaningful relationships, helping customers feel valued even during tough times. When customers face frustrations with mission-critical software, they want to feel heard and understood.

To practice empathy, encourage your team to actively listen, validate the customer’s feelings, and offer solutions that directly address their concerns. For instance, a customer with a billing issue doesn’t just want a refund; they want assurance that their problem is acknowledged and won’t recur. Use phrases like “I understand how important this is for you” to show that you’re on their side.

3. Set and exceed customer expectations

Nothing erodes trust faster than unmet expectations. A PwC study shows that 32% of customers would consider leaving a brand after just one bad experience. This means that setting—and exceeding—customer expectations isn’t just good practice, but essential for retention rates. customers need clear communication about response times, solutions, and any potential service limitations to feel secure in their relationship with your brand.

Communicate realistic timelines for issue resolution, whether it’s a 24-hour turnaround for complex queries or immediate response times for high-value customers. When possible, aim to exceed these timelines. This “underpromise, overdeliver” approach can build customer confidence and lead to stronger, longer-lasting relationships. Each time you surpass a customer’s expectations, you reinforce their trust in your brand, setting the stage for loyalty.

4. Use positive language

Language shapes perception, and positive phrasing can transform a potentially frustrating interaction into a productive one. When faced with problems, customers want solutions, not dead ends. This is especially relevant in SaaS, where technical issues can easily lead to frustration.

Instead of focusing on limitations like saying, “I can’t do that,” reframe responses to offer solutions. Say, “Here’s how we can resolve this for you” or “I’ll make sure this is addressed right away.” This language shift keeps the conversation solution-focused, eases tension, and shows customers that you’re committed to solving their issues.

5. Create a knowledge base for self-service

A Harvard Business Review study shows that 8 in 10 customers or 81% attempt to solve the problem before reaching out to a live agent. For SaaS, a well-designed knowledge base offers customers the tools they need to troubleshoot issues independently, freeing up your team to focus on more complex inquiries.

Your knowledge base should be comprehensive yet user-friendly, with FAQs, video tutorials, and troubleshooting guides that cover common issues. Include a search function so customers can easily find what they need. By enabling customers to solve their problems on their own terms, you reduce their dependence on support, save your team time, and enhance customer satisfaction. A robust knowledge base is an invaluable resource that empowers customers while streamlining support.

6. Actively collect and apply feedback

Customer feedback is one of the most valuable assets in improving service, given how customer needs are specific and evolving in the B2B tech space.

Gather feedback through surveys after key interactions or set up quarterly review calls with top customers. Don’t just collect feedback, but analyze it and implement changes that show customers their voices matter. For instance, if several customers express confusion over a feature, consider updating your knowledge base or hosting a webinar. Showing customers that you listen and act on their feedback is a powerful way to build trust and ensure your service evolves with their needs.

7. Empower your team to solve problems

Empowerment is a non-negotiable for efficient customer service. Customers want issues resolved quickly, and agents need autonomy to make that happen. This means giving your support team the tools, training, and trust to make decisions that improve the customer experience.

Avoid rigid hierarchies that require agents to seek approval for every small action. Instead, establish a framework for decision-making that includes guidelines on offering discounts, handling refunds, and escalating issues. This autonomy allows agents to respond swiftly and confidently, which leads to faster resolutions and happier customers. Empowerment isn’t just about employee morale; it’s about making sure customers see results without unnecessary delays.

8. Prioritize speed, but focus on first contact resolution

A survey shows 21% of customers expect their ticket to be resolved immediately, 23% expect it to be resolved within an hour, and another 23% of customers expect resolution within 3 hours. So, speed matters, but effectiveness matters more. This means prioritizing first contact resolution (FCR) rates as a core customer service strategy.

First Contact Resolution rate, also known as FCR, is a customer service metric that measures the percentage of customers’ questions and requests solved at first contact. Unlike first reply time, FCR isn’t about replying to the customer as soon as possible. Instead, FCR emphasizes the importance of quality replies that help resolve customers’ issues.

Train your team to gather all relevant information upfront and ask probing questions that uncover root issues. For instance, you can summarize your support tickets raised by customers using customer support tools. This approach reduces the likelihood of follow-up calls and ensures that customers don’t have to repeat themselves. FCR is about respecting your customer’s time, showing you’re committed to effective solutions, and ultimately improving customer satisfaction.

9. Celebrate customer success stories

Customer success isn’t just a metric—it’s a brand asset. Customers who achieve their goals with your product are more likely to remain loyal and spread the word. So, acknowledging and celebrating customer successes turns ordinary customers into brand advocates.

Celebrate these milestones by sharing success stories, hosting webinars, or simply sending a personalized congratulatory message. For instance, if a customer reaches a significant usage milestone, acknowledge it publicly or showcase their journey in a case study. These stories serve as testimonials, reinforcing your brand’s value and encouraging other customers to engage more deeply. Celebrating success strengthens relationships, builds loyalty, and drives growth by turning your customers into your biggest advocates.

10. Invest in the right tools

Lastly, having the right tools for your support team isn’t just a nice-to-have, but the backbone of delivering excellent customer service.

But not all teams crack their tech stack. Sample these findings from a survey of customer support professionals:

• Almost 52% say their help desk software has the steepest learning curve for new employees.
• Around 48% say there’s lack of real-time data after integrations in their support tools

And when it comes to AI in customer service, a study by Deloitte and the Customer Experience Professionals Association reveals that while 9 in 10 respondents were confident that AI has the potential to improve customer experience, only 3 in 10 said AI is used often within the customer experience today.

So, to take your support to the next level and address the rapidly evolving customer expectations effectively, you need an AI-first support platform that’s quick to adopt, provides seamless integrations and gives you accurate real-time analytics to help you deliver more personalized service.

And that platform is DevRev.

How DevRev helps you deliver exceptional customer service

DevRev is an AI-native platform that unifies customer support and product development. Unlike other tools where AI is retrofitted onto the platform, DevRev was built from the start with AI in mind to ensure seamless data interoperability, robust performance, advanced security, and effortless scalability.

At the heart of DevRev is its robust knowledge graph, in which data from legacy systems is continuously being fed in real-time to an interlinked network of customer, product, employee, work, user, and session records. This organization of structured and unstructured data connects the work you do to its relationship with your product and customers. DevRev’s knowledge graph is the data layer powering its AgentOS platform, which connects humans and AI agents on one unified system.

That’s not all. DevRev’s GenAI-powered search and knowledge base management enhances self-service for customers and internal teams. Customers can type their queries and instantly get an accurate solution without having to manually navigate through your knowledge base.

And what can you achieve with all these? An 80% deflection in support tickets. Steep decrease in time-to-resolution. An increase of 25% in your CSAT within the first 3 months of implementation.

Book a demo now and see how DevRev’s AI-first approach helps you deliver excellent customer service, every time.