Successful SaaS companies attract and retain customers. People are drawn to a fantastic product, but it is the exceptional customer experience that keeps them coming back.
CX in SaaS refers to the entire customer experience. All consumer interactions with your employees, brand, marketing, and product across all channels and platforms influence brand perception.
Clients who have a positive SaaS customer experience are guided through the purchasing cycle, educated, and kept as customers. Thus, customer appreciation is the key to success.
Read on to discover the six things you can do to offer an excellent SaaS customer experience.
Craft an Outstanding User Experience
SaaS companies’ websites serve as first impressions for users. SaaS organizations educate customers through their websites, so if they have difficulty navigating it or are overwhelmed with pop-ups, it can negatively affect their experience and the company’s reputation for the SaaS customer experience.
Integrate New Staff Effectively
Client acquisition strategies of SaaS organizations that understand customer expectations are modified.
Reduce buyer friction and the length of the trial. It is necessary to have an effective onboarding strategy in place so new consumers can learn how to use a product, ask questions, and have their early concerns addressed.
Long-term user interactions necessitate a customized onboarding process. A confusing or uncomfortable onboarding experience can be damaging to the growth of your business since it sets the tone for subsequent purchases and interactions.
Long-term client connections are initiated through effective onboarding. The product team should be in charge of operations and administration, while the customer success team should be in charge of maintaining user data.
New user onboarding is difficult but planned. HubSpot and Trello are excellent examples of SaaS since they speed up onboarding and shorten the time between a prospect visiting the website and using the product.
To provide an amazing customer onboarding experience, implement, optimize, and test.
Use Hotjar Surveys and Feedback widgets to find the shortest path to user value:
- Remove any extra fields and stages from your signup procedure.
- Only show the elements that consumers need to activate.
- Offer engaging, meaningful walkthroughs instead of product tours.
- Make experiences for user personas.
Simplify. Onboarding will not teach the customer everything. Allow customers to find extra information instead.
A customer-facing knowledge base or help center, for example, can give customers access to training materials, frequently asked questions, and tutorials for using your product or service. Provide specifics:
Offer a Comprehensive Overview for Your Users
Inform your customers about your SaaS product. Information should be available 24 hours a day, 7 days a week to assist clients in using your product or service quickly, easily, and painlessly.
To improve the client experience, every SaaS company should give free educational resources. Helping clients learn and grow will set your company apart and strengthen it.
To give customers access to educational and product-related content, product and customer success teams should communicate. Marketing and sales can provide insight into customer needs.
Create Customer-Centered Content
1. Be Relevant
Determine consumer needs and potential problems.
2. Listen to Your Customers
Make content to explain your solutions.
3. Offer a Consumer Self-Service Portal
Create a knowledge base or learning portal where consumers can learn about your product, get troubleshooting guidance, and find product-related information at any time.
Run Product Evaluations
Solicit client feedback after sales and onboarding to identify any challenges they faced while using the product or onboarding.
A variety of survey tools can assist you in gathering customer product feedback. Various surveys, such as Product Satisfaction Surveys, NPS Surveys, emails and phone calls from customers, and social listening and observance can be used to get client feedback.
These can help you better understand customer complaints and product satisfaction, measure customer satisfaction and loyalty, and learn about clients’ onboarding and post-onboarding experiences.
Use Customer Input to Enhance Products and Services
After obtaining feedback, put it into action.
First, identify opportunities for improvement as identified by customers. Following that, divide these regions into “easily realizable in less time and with less work” and “will demand significant time and labour.” Area classification aids in process optimization.
Examine the competition’s advantages. Determine what distinguishes your competition and what draws your target market.
Identify customer-friendly verticals. You can start fixing issues and providing the best possible experience for your clients now that you have all of the data you need to optimize your product and services.
Nowadays, it’s all about being current, relevant, and fast. For your company to get ahead of your industry, it’s time to finally run an efficient SaaS website that attracts more traffic as you evolve.
Acquisent can guide you and your team through applying the best enterprise SaaS techniques. Book a demo with us today!