Personalized email graphic

Customer Success For SaaS

Customer success for SaaS involves making sure your customers are happy with the performance of your product — for life.

Know Your Customers’ Goals Before They Onboard

As a SaaS startup, you have the unique opportunity to solve a problem for a certain audience. Don’t be afraid to ask what customer success for SaaS means to a potential customer. Making sure your product is the right fit for each prospect is key. This could even mean having the courage to turn down a deal or two. It may seem counterproductive at this point, but it will save you time and money in the long run.

People sitting at a table with computer laughing.

Ensure Customers Experience Your Product’s Value Early

As a SaaS product, it is important that you offer value to your consumers from the very beginning. Those who experience this value early on are more likely to continue using your product. There are two key questions that trial users or new customers will ask themselves: Does this product solve my problem? Will this product do a better job of solving my problem than similar ones on the market? Make sure that the answer to both of these is a resounding yes for customer success.

Make Onboarding Efficient with Plenty of Support

No one has time for a lengthy instruction manual or an intricate onboarding process. Customers want information given to them in easy-to-digest chunks that will have them up and running quickly. Infographics, videos, and short pieces of text are key to onboarding customers efficiently so they can focus on the most important thing—using your product to achieve success. Make sure that every new customer has plenty of support throughout the onboarding process to avoid delays or frustration.

Stay in Front of Your Customers

Once you have acquired a customer, the real work begins. It’s important to be visible and stay in communication on a continuous basis. Rather than just conducting general check-ins with customers, make every effort to approach them with valuable insight into improving their use of your product. A good point of reference is to ask yourself the following when making any suggestions: Is this going to benefit the customer? Proactive communication with customers sets them up on the road to success. Along those same lines, be sure to follow up with users who end their subscriptions. Sure, this part is not as much fun, but the information you gain can be invaluable. This is a surefire way to find out how to improve your SaaS product and decrease future churn.

Look to Your Successful Customers as Referrals

As a business owner, referral customers are invaluable. They are living, breathing proof that your product or service is effective and worth paying for. Not to mention, referrals from happy customers are one of the easiest ways to grow your user base without having to spend more money on marketing and sales efforts. There is no better advertisement than a personal recommendation from a satisfied customer.

Offer Multiple Ways for Customers to Contact Your Team for Assistance

Nothing frustrates a customer more than not being able to get the help they need when they need it. Make sure your phone number and email address are prominently displayed on your website. Live-chat features are also helpful if you have the manpower to support them. And think about customer success from a self-service angle as well. Blog posts and YouTube videos can quickly cover some of the most common issues you are seeing customers face.

The Bottom Line

The success of your customers should never be an isolated goal for your startup. Every single member of your team needs to play a role in creating success for every individual client. By making your customers’ data available to everyone on your team, you can ensure that everyone feels invested in the mission and has the power to deliver a positive experience.

Funnelfly’s automated marketing platform can streamline this process by helping you keep track of each client at every stage of their journey. From prospect to trial user to conversion to renewal, our platform makes it easy to monitor every aspect of your customer’s experience. Learn more about how our marketing automation platform can help you achieve success.