How can SaaS vendors provide unrivaled support to your organization?

Even if one could demonstrate ROI on SaaS offering, the offering fails with a customer  due to low adoption of the software, particularly so if the end customer is not an IT firm. There is a tendency to overestimate user-friendliness of the software or the skills of the customer (customer employees) to work with it with ease. 

A SaaS vendor who - 

1. puts little extra effort to estimate how tech-savvy is their end customer(people working there) 
2. can identify the barriers to adoption,
3. hand holds customer until the adoption is objectively satisfactory,

can provider unrivalled support.  

Once a customer gets used to a tool, it is very difficult for them to change. A SaaS vendor must aim to reach that stage where customer/employees of customer resist the change.

A demo or trial may not be adequate.  Other options may be more appropriate.  As a prospect I might want to have a comprehensive customer reference visit, where I could see the solution in action and talk to their inhouse IT people to discuss their integration and rollout experience.  Understanding this is big ask, another avenue for validating a SaaS solution is a pilot where the key business processes and technical touch points for success can be validated.  I've seen too many instances of  applications, both SaaS and on-prem, that might have worked wonderfully, but were not configured or integrated adequately to meet business needs.

Better customer & technical support for customization

I chose customer service as if they are doing that, the other categories will be done