Being a SaaS business is no joke. SaaS stands for Software as a Service, and we all know how software impacts businesses in the twenty-first century. However, there is a lot to do if you want your SaaS business to provide the best kind of service possible.
You may have noticed your SaaS business getting a lot of churns, which means that customers are leaving it at a fast rate. If the proper action isn’t taken to prevent and reverse this situation, your business may become a thing of the past.
There are several tips and guidelines you can follow to enhance your SaaS business and acquire customers quickly. Do keep in mind, though, that no two businesses are the same. Read the following tips and apply them to your business accordingly so you can achieve the best service results.
If you can pinpoint just why your customers seem to be disappearing, you can plan the next step more accurately. One SaaS service owner, for instance, may find that their company’s application may have just too much to handle. The extra features may be taking up extra space on a device without being of much use. They may also have a lot of bugs and constantly need patching.
In such cases, simplifying and trimming the software offered is the answer. You can find out the issues that are causing users to switch to any other software. Once you’ve found out the loopholes, you can work on those. This includes the layout, ease of use, design, themes, and glitch frequency.
As with any other kind of business, a SaaS company needs to target the relevant prospects with their marketing strategies. Therefore, you should make sure that all your efforts and offers are getting to the people who will actually be interested in them.
If you’re not having the success you expect from your SaaS business, it may be time to reevaluate your targeted prospects. You could have several customers, but not the kind you’re looking for.
Take a step back and think: what audience are you looking for? Are you targeting millennials, teenagers, children, or parents? What is your software designed to do and why will it be needed?
You may think you know the answers to the questions above, but if your target audience isn’t showing interest, perhaps it’s time to pivot. Clear up the answers and be honest with yourself, then proceed with targeting those who actually will take an interest in your software.
Just like you did with target optimization, detach yourself from your business and see what it offers at the basic core. If you’re having a hard time breaking it down and looking at it objectively, bring in a professional third party to help you out.
Try your level best to see what the app is like from the customer’s viewpoint, not yours. Brainstorm a list of issues that you find and focus on dealing with them individually.
The software may not be user-friendly in its layout or design. It may take too long to deliver its function, and may even be adding work for the user instead of saving time on their tasks.
If you want to reduce your SaaS churn, you should concentrate on making your customers happy. You can do this in many different ways, including promotions, deals, and a competitively better customer service.
Happy customers wouldn’t just remain loyal to your service, but they’re also more likely to give glowing referrals and testimonials. This increases their lifetime value for a company, as they are natural proof that your platform is the real deal. This will promote your business without much effort on your part and enhance your onboarding.
A lot of SaaS businesses have been retaining their customers by being more communicative with their customers. How about handling customer queries once in four hours instead of once a day? This will allow your customers to send in their queries and expect responses in a short period of time.
You can also hold regular meetings and use customers’ insights and feedback to enhance the performance of your support tools.
Take a look at how you’re treating free-trial customers after they pay to become subscribers. Don’t make the mistake of ignoring those who’ve placed their trust in you. In fact, you should make special emails and messages for those paying clients. This will engage and encourage them to stick to your app, refer others to it, and pay for more features.
In this day and age, your customers are not going to be using just one form of social media. Give them diversified access to your SaaS service so they can quickly get familiarized with the different app features. You can also customize invitations for different areas of the software to cater to business owners, startups, volunteers, and novices.
You can work with such diversification by choosing the framework for building your app carefully. For this, conduct some research on “.NET Core vs .NET Framework: How to Pick”.
If your customers are startup owners and know little about your service, a wise option is to make them aware of using your SaaS service by hosting a webinar on how to best use your app.
To stand out in the SaaS industry, you need to onboard as many new customers as possible. Therefore, the process should be user-friendly since several newcomers may not be tech savvy or patient enough to deal with a complex method.
In short, make sure that your customers don’t have the following issues with onboarding your service:
- A complicated explanation
- Benefits not clearly stated
- False promises or illusions of how the SaaS service works and what it offers to their business
Something as simple as honing your welcome message could enhance your conversion rate and prevent customers from giving up right in the beginning.
Since you’re the service and software provider, the latest news, topics, and trending hashtags should be at your fingertips. As such, you should definitely impart them to your customers and make use of what’s trending.
If you’re giving a client the benefit of your knowledge, focus on making their user experience as smooth as possible. You can do this by writing articles, blog posts, and even short social media posts.
You can also recommend some online schools or conduct a webinar on the matter yourself. Explain the unique features of your SaaS service, how you solve customers’ issues related to the usage of the service, and how you mean to follow up on them later on.
The more knowledgeable your customers are, the more likely they’ll be able to appreciate what you have for them. This will hopefully lead to an increase in your customer retention rate.
If you’re already having some measure of success in your SaaS business, you can up your service by giving proof of your track record.
How about letting your potential customers know about a case study related to your SaaS projects you’ve worked on? Outline the challenges you faced and surprise them with the initiatives you took to overcome those challenges. Talk in detail about how you assisted with a breakthrough solution.
This will not only help you maintain your reputation in the eyes of new customers, but also help them know that you’re the best fit for them. That way, they’ll be able to prefer your SaaS service over your competitors’.
When you talk about your past experiences, you also generate a bond of trust with both old and new customers. This is a highly powerful tool that can do wonders for your own success as well as attract clients who’re in desperate need of your services.
As a business in the modern world, you simply cannot afford to sit back and relax at any point. You may have achieved your goals and fulfilled your quotas, but there is always the chance of your competition taking all your customers away with a single update.
Once you get your onboarding strategy right, you need to keep checking on it to make sure the perfection remains. Look upon each new customer as a learning experience. Even the ones who leave your service can provide some valuable feedback that may not have occurred to you before.
If you’re always focused on constant improvement, upgrading your SaaS service on a continuous basis will make clients highly satisfied. This will also set you apart from your competitors whenever there is a new trend in the SaaS industry. Since you’re already working on the response you get from satisfied customers, your business will be in their good books for a long, long time.
Having the perfect SaaS business may be possible, but only for a very short time. Issues, bugs, and glitches happen no matter what, but it’s the response you give that makes all the difference. Customer relationships need to be kept up to date and considered even if it’s at the cost of your own comfort.