Whatever industry you are in, to be successful, you have to offer a combination of excellent customer service and quality products. It goes without saying that you have to keep a close eye on what your competitors are doing and try to think two steps ahead. The online marketplace is intense, with all kinds of businesses constantly fighting for their position.
Nonetheless, there is more to success than just seeing what your rivals do and then emulating them (or not, as the case may be). Despite the constant changes in the business world, some things stay the same. Namely, the main thing is to keep your customers happy.
Long-term customer loyalty is crucial because retaining your regular customers on board is the cornerstone of business success. They are the ones who help your business grow.
If you run a SaaS development company, this is relevant to you too. You may be on the cutting edge compared to most companies, but these homilies apply to you too.
Customers who pay for SaaS will do so on a regular basis. For example, through a monthly subscription fee. They pay for products that are in a constant development process. SaaS solutions are constantly being expanded and optimized.
However, it’s important to understand that software as a service also comes with its challenges, one of them being customer service.
The majority of the changes to SaaS products are implemented based on customer feedback. And there are plenty of loud customers that you’ll come across. Nonetheless, it’s important to listen to customer feedback, as it can help you understand what things you need to work on.
Why Customer Service is Crucial
Some believe that providing excellent customer service is easy – be polite, listen to customer inquiries, and make them feel valued. However, there’s a lot more to it than just that. You have to learn how to exceed their expectations.
The main thing is to create a special customer ethos. A culture that is dedicated to the needs of the customers and encourages a real willingness to listen to what they are trying to tell you. This is when experience mapping can be beneficial since it can help you better understand the behavior of your customers.
So what exactly is SaaS customer support? Put simply, it’s about proving to your customers that you can help them at any moment of time. It also requires a team that can understand your products perfectly and therefore handles customer inquiries as they come in.
Let’s say that your customer is having problems with one of the latest products. If you have the right people on your team, they help you solve issues and use their expert knowledge to find a suitable solution.
You need to keep in mind that your clients are specialists in other areas. Therefore, it is important to treat them with patience and respect when they come to you for an explanation or clarification.
Some companies in the SaaS sector tend to put everything at the expense of good customer service in order to develop the best possible products. The reality is that you need to find a suitable balance between the two. Of course, you have to offer great products – there is no point in having great customer service unless your products are of the same quality. But don’t overdo it.
If you don’t go out of the way to provide responsive and consistent customer service, your customers will soon find someone else to do it.
Another important thing to remember is that good customer service can go a long way in reducing churn. This is a big problem for companies in the SaaS industry. If you are losing customers on a regular basis, it means that you have a serious problem.
3 Tips to Improve Your SaaS Customer Experience
Implementing proactive customer service should be your number one goal. You have to be willing to go above and beyond when it comes to helping your customers. It requires you to actively reach out to them and get their feedback instead of just waiting for them to come to you. As long as you do everything the right way, they will appreciate your attention.
Here are some tips for delivering exceptional customer service:
1. Make Your Website More User-Friendly
Some companies take their customers for granted and don’t even realize how bad their website is. And building a killer website is one of the most important things since it is likely the first serious interaction potential customers have with your company. Your homepage should be able to impress the visitors and turn them into customers. Thus, make sure that your website is well-designed and user-friendly.
In addition, think about the type of content that you are placing on your website. All of the information that you post has to be optimized for SaaS. However, make sure that there isn’t too much text, as it scares away most people.
2. Know Your Customers and Use Their Feedback to Your Advantage
As you already know, there is constant feedback from customers when it comes to SaaS, especially when introducing new products and services. Customers, in general, only give you their views on how your products work for them. That may be a bit stressful at times, but this feedback can really help you out.
There may be times when you might think that there is no need to make any further efforts yourself, as customers are generally happy to provide their own feedback. But this is a common mistake. You always need to strive for continuous improvement.
Luckily, there are many different ways to get to know your customers and what stages they go through. However, creating a customer journey map for SaaS is by far the best solution. With its help, you can get all the answers to your questions. You can also use online surveys, social media, and email marketing to help you.
3. Always be Transparent
There are plenty of software companies out there that don’t have the best reputation when it comes to transparency. This can lead to a certain degree of nervousness among customers, which you have to accept.
You need to make sure right from the start that you know exactly what you can do for your customers and what they are buying with their money. Also, always be ready to answer their questions.