Software as a Service (SAAS) companies face a similar make or break moment: customer onboarding.
Online or offline, a personalized greeting is the best way to start any interaction. Receive your customers with open arms and make them feel welcome. Personalize the welcome message, make it easy for them to login to their accounts, and offer bonus material to help get them started.
Demonstrate Your Product
While your customers may be familiar with your product, they won’t know all the features immediately. Actively train your customer with short videos showing step-by-step instructions. Be sure to highlight the purpose and strengths of your product to increase the perceived value. Customer success depends on correct usage of your product. If a consumer has problems, he or she may opt out due to frustration.
Customer service is a critical part of any business. Never leave customers to fend for themselves. Use simple email and phone assistance or implement a live chat feature on your website. Make sure your staff is prepared to answer any and all customer inquiries.
After the initial onboarding phase, it’s important to follow up regularly to build customer retention. Engage your customers by sending them relevant content, addressing any service issues, or suggesting additional features. The goal is to create a loyal customer base.