Keeping customers returning to your SaaS product is an art that not many companies master. Once you’ve signed up a user for the first time, getting them to return for more can often be a challenge. SaaS companies can create long-term customer bonds with the right website and digital marketing tips.
To create a fantastic customer experience that keeps customers coming back for more, you need to think like your users. Create authentic, empathetic characters who make your potential customers feel part of the family! After all, people love interacting with businesses that feel like they’re dealing with friends or relatives. And studies show that happy customers are more likely to remain loyal and recommend your company to their friends and family. If you want your users to keep coming back to your SaaS service, again and again, check out these helpful tips:
Build a Strong Brand
Your brand is the foundation upon which all future customer relationships are built. It’s the first impression that an outsider will have if they decide to become one of your customers. So, it’s super important that you get the branding right!
SaaS companies are unique because their only storefront is their website and online accounts. When you are only online, creating a brand that is verifiably trustworthy and vetted takes a strategic approach.
Improving your brand starts with defining your brand values. A brand values statement is a short, one-sentence summary of the core beliefs that inform your business. For instance, if you’re running a SaaS business that provides accounting software to small businesses, your brand values might include “helping businesses organize their finances,” “providing easy-to-use software,” and “being trustworthy and reliable.”
Know your users inside and out
To create a great customer experience, you first need to understand your users and what they need. That way, you can prioritize your customers’ needs over your own business goals and profit margins.
When you know your user base, you can create better SaaS products and services. It makes strategic planning and budget allocations a more straightforward process for SaaS companies. You can also tailor your marketing messages to these customers, which makes them more likely to sign up and become lifelong customers!
There are a few ways you can go about understanding your users. You can take surveys with sample groups or use a third-party data company to create a consumer trend report. If you’d rather make an internal system, you can create your monitoring processes with tools like Google Analytics or Google Tag Manager.
Add value with onboarding emails
Email is not dead. When a new user signs up for your SaaS product, send them an onboarding email! The onboarding email is the perfect opportunity to add value to your customer’s experience by making an authentic introduction and providing helpful information about your product and service.
You can send a welcome email that explains how your business works, what your product does, and how your customers can use it to achieve their business goals. You can also send an email with your customer support hours, policies and terms of service, etc. Of course, you can also send additional emails throughout the customer relationship journey, offering helpful tips and advice to your users.
Show your human side
Authenticity is key, even for software companies. People love interacting with businesses with a human touch, and SaaS companies are no exception! A study found that customers are twice as likely to purchase from brands that show a human side! So, add a human touch to your website.
Add pictures of the people behind your brand, photos of your office, or pictures of your product in action! Use emojis and GIFs to add a fun and human touch to your website, too. You can create custom emojis or GIFs using online tools like GIPHY.
Offer Strong Customer Support
You could have a mediocre product with above-and-beyond customer support and still come out on top. A huge part of a fantastic customer experience is offering top-notch customer support. This can include answering questions about your product, providing tips and advice, and resolving issues and problems with your product. Delivering quality customer support can significantly improve customer retention, especially if you provide 24/7 support and assistance.
Don’t be afraid to ask for feedback
We all know that the customer is always right, but it can be challenging to understand what your customers want and need if they don’t communicate their needs and desires to you. Because of this, it’s important that you ask your customers for feedback! You can send out surveys or ask your customers to leave feedback in a public forum like your help center.
Feedback is a fantastic way to learn more about the customers who patronize your SaaS business and what they want and need. It can also help you identify areas that need improvement so that you can improve your SaaS company and product in the future!
Reward customer loyalty
Customers who feel like they’re part of the family are less likely to churn and more likely to refer their friends to your business. And today, there are many unique ways to make your customers feel like they’re a part of the family!
Start by adding a loyalty program to your app. Loyalty programs can help you keep your customers around for longer and encourage them to spend more. To kickstart your loyalty program, you can use a loyalty plug-in for your business. These plug-ins help you create a loyalty program from scratch and are incredibly easy to use.
Helping customers feel like part of the family
Remember, customers will likely leave if they don’t get what they need from your business. So, it’s up to you to create a great customer experience by showing your customers that they matter. Make your SaaS website more user-friendly, create a better onboarding process, and offer top-notch customer support. These are all crucial steps towards creating a fantastic customer experience that keeps customers coming back for more!
Laing Media works with SaaS companies with bullet-proof digital marketing and web development strategies to help their business grow – and all of our clients are family. If you want to learn more about Laing Media services for your SaaS company, visit https://laingmedia.com for more information.
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