Reinventing SaaS Customer Service Through Product Expertise

Tallie’s Product Expert role is more than a standard SaaS customer service position, but it hasn’t always been that way. When I joined the team in 2011, we were the Customer Support team. Our primary focus was to ensure our clients always received the answers they needed, trusted our guidance, and felt appreciated as a customer. But as time went on, we realized we had the opportunity to grow and develop our team into something much greater than a traditional customer service provider.


Tallie’s Product Expert Team redefines what it means to provide exemplary SaaS customer service in the financial industry.

In 2012, we built on the SaaS customer service model to develop the Customer Experience umbrella. In an effort to foster collaboration with the Sales team, we executed a formalized communication strategy between teams to ensure all members had visibility into client progress. Acknowledging that our buyers were experts in their field, we wanted our expertise and customer engagement to help guide the sales process. This created a seamless transition from purchase to implementation and support.

Late in 2013, we evolved into the Product Expert team. It became clear that our team had the most amount of product knowledge within the company, and there was an opportunity to leverage that knowledge to influence all facets of the organization. Product Experts are in the unique position to welcome all new employees, regardless of department, and strengthen their knowledge of our product before launching into their new position. As a result, new members are empowered to explore a natural transition into any company department, from marketing to development and beyond. This proves to be a tremendous differentiator for Tallie.

By focusing on expertise, we were able to restructure the onboarding process for new customer service employees. For us as a team, this was incredible. Now, new members embark on a rigorous training path beginning with complete product immersion. Once through the initial training phase, our day-to-day is comprised of managing client relationships and participating in cross-functional collaboration groups with other departments.

Using an innovative SaaS customer service approach to transform the Product Expert team has proven fundamental to the growth of our company. Together, we attract new clientele and directly influence the future of our products. What’s more, the move has ignited a passion and drive that has immeasurable impact on the spirit and character of our team.

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