Without a doubt, technology businesses are competitive. However, competition among SaaS providers is at another level given the many players in the industry targeting fairly similar prospects. In a bid to acquire users fast, most SaaS companies concentrate on marketing and sales, forgetting about their existing customers. The result is usually more spending on the cost of acquiring new customers and recurring revenues that do not spur growth or profitability.
To grow your SaaS business, churn must be lower than the cost of acquiring new customers. Below are 6 customer service tips that can help to reduce churn:
1. Contact new customers
Make an effort to personally reach customers to help them get started with your app. This is especially important if the customers have signed up for a trial or have activated their paid accounts. Using a new app can be intimidating no matter how simple the app may be.
Go beyond the traditional welcome email and help the customer get comfortable with the app. Contact users via email and invite them to beginner training webinars. This will help them be more comfortable with your app, and in effect lower the likelihood of churn.
2. Offer real-time online chat services
In the competitive SaaS world, users want answers now. Therefore, you cannot afford to be sluggish with your support. When customers are shopping around, you can lose a lead because of a delayed response. Make it easy and fast for users to contact you for support
One of the ways you can improve conversions is to have live chat on your website. This way, users can easily contact you and receive instant responses to their queries. If you have a dedicated support team, having a phone number is important.
3. Have a comprehensive learning center
Most users face the same problems and hence ask similar product-related questions. For example, users may want to know how to use a particular module or perform a specific task. These questions cannot be satisfactorily answered in the FAQ section. However, they can be covered in-depth in a “resource center” or “knowledge base” area of your website.